Channel Eligibility lets marketers define rules that determine which customers are eligible for each messaging channel. These rules automatically apply to all scheduled campaigns, eliminating the need for marketers to repeat eligibility logic in every Target Group or create duplicate single-channel campaigns.

By configuring channel eligibility once in Settings, teams can save time, simplify campaign management, and maintain consistent reporting across all channels.

Note: Channel Eligibility is designed for orchestration efficiency—not compliance. Consent and data privacy should continue to be managed through the Preference Center or third-party tools.
 

What problems does it solve?

• Saving time: No need to manually add eligibility conditions or create duplicate campaigns for each channel.
• Simplifying orchestration: Manage multichannel campaigns in one place—eligibility is applied automatically before execution.
• Improving reporting consistency: Eligibility is applied before campaign execution, so analytics reflect only actual eligible customers  without manual filtering.
• Targeting only eligible customers: Customers are included only in target groups for channels they can actually receive, improving operational efficiency.

Who can use it?

Channel Eligibility works across all channels, including Optimove native channels and third-party integrations.

Rules are defined in Settings and can be configured by admin users.

How It Works & How to Set It Up

1. Go to Settings → Channel Eligibility.
   • Channels appear as Inactive (rules not yet applied) or Active (rules applied to scheduled campaigns).
     
     
2. Create Rules.
   • Select a channel and define eligibility criteria using customer attributes or engagement activity.
   • Click Save to store the rule.
     
     
3. Activate Rules
   • From the channel’s menu, select Activate. Rules apply after the next Target Group calculation.
   • To stop applying rules, select Deactivate.
     
     
4. Automatic Application
   • Channel eligibility rules will be applied on top of campaign target group rules for all scheduled campaigns.
   • Customers will receive the campaign in all channels they are eligible for, and only in those channels.
   • Customers who are not eligible for any of the channels in a campaign will be excluded from it, and remain available to receive another campaign.
   • This ensures cleaner targeting and accurate analytics without manual setup.

Special handling: Email multi-brand rule

• For Email, the common rule is “Email Unsubscribed ≠ [brand_name]”.
• Marketers don’t need to define this manually — the system automatically applies it based on the brand selected in the campaign, ensuring unsubscribed customers are excluded for that specific brand.

Mission Control & Analytics

• Eligibility & Exclusion modal: Customers excluded for not being eligible for any channel appear with the reason “Not eligible for channel.”

Channel Eligibility Target Groups

• When Channel Eligibility rules are created Settings → Channel Eligibility, a corresponding Target Group (TG) is automatically generated for each channel.
• In the Target Groups page, and in the Customer Explorer—a dedicated folder named “Channel Eligibility” appears in the folder tree. Under this folder, you’ll see a list of TGs for the channels where eligibility conditions have been defined.

• These TGs are view-only: they let you explore and analyze the eligible audience for each channel, but they cannot be edited directly from the TG page. 

  

Viewing Channel Eligibility While Building a Campaign

Once Channel Eligibility rules are active, Optimove shows you how they affect your campaign as you build it, so you know how many customers will actually receive each campaign before you schedule it.

• Target Group eligibility by channel

  • After you select a Target Group in Campaign Builder, hover over the Target Group size to open a breakdown of how many of those customers are eligible for each of your account’s channels.
  • For Email, eligibility appears separately for each brand — for example, “Email / Brand A”.
  • If eligibility rules are not active for a channel, the number matches your full Target Group size, since no customers are excluded.
    
    

   

• Channel-level eligibility

  • When you select a channel for an Action, a message below it indicates whether Channel Eligibility rules are active for that channel.
  • If rules are active, you will also see the number of customers in your Target Group who are eligible to receive the campaign through that channel.
  • For Email, this number appears once you select a brand, and reflects eligibility for that brand specifically.
    
    

   

• Total Eligibility in the Campaign Summary

  • The Campaign Summary shows a Total Eligibility figure under the Target Group section: the total number of Target Group customers eligible to receive the campaign through at least one of your selected channels. Hover over it for a tooltip explaining what the number represents.
  • If you have not selected any channels yet, you will see “Select channels to show” instead of a number.
    
    
  • Once you select at least one channel — and a brand, for Email — click Show to calculate the total. A loading icon appears while it calculates, with “Calculating” shown if it takes more than a few seconds.
  • If you change your channel selection afterwards, the number resets and you will need to click Show again.
    
    

Limitations & considerations

• When running an A/B test in which actions use different channels, make sure the target group includes only customers who are eligible for all channels used across the actions. Otherwise, some customers may be allocated to an action whose channels they cannot receive and will therefore get no message. This can distort the A/B test’s distribution and impact the validity of the results.
• Channel Eligibility rules are not applied to triggered campaigns.

FAQs