How can I use multiple events to trigger one In-App message while controlling its frequency?

While a standard In-App message can only be triggered by a single event, you can achieve this functionality using Customer Journeys. This allows you to set multiple event triggers for a single message and control how often a user receives it.

Using Customer Journeys for Multiple Triggers

1. Create a Customer Journey: Start by setting up a new Journey.
2. Add Multiple Entry Points: For each event that should trigger your In-App, add a separate Trigger-based entry element to the Journey canvas. A journey can have several entry elements, and a user enters through whichever one fires first.
3. Connect to a Single In-App: Drag a single In-app element onto the canvas. Connect all of your entry elements to this one In-app element.
4. Configure the In-App: Open the In-app element and select the Rich Media template in Media Source, then set the in-app expiration and the message type.
5. Set the Campaign entry limit: This is the most important step for controlling frequency. On the canvas click Settings and select Campaign entry limit, then pick how often one person can enter the journey: once in a lifetime, once a day, once a week, once a month, or once in three months. Once a user enters the Journey (from any of the trigger events), they cannot re-enter it for the selected period, counted from the moment they entered.

Important Note on the Campaign entry limit

The entry limit becomes active only from the moment it is enabled and saved. It does not retroactively apply to users who entered the Journey before the limit was set.

If you frequently enable, disable, or change the limit while the Journey is active, there might be short intervals where the limit is off. Users who trigger an entry event during these intervals will be allowed into the Journey. Re-enabling the limit prevents new entries but does not cancel entries that were already processed.