Throttling and Ordering

Overview

Concerned about bombarding your infrequent users with a series of automatic guides? Throttle automatic guide delivery to all of your end-users by configuring a minimum time interval that Pendo will allow to pass between a user receiving one guide and the next.

How it works

You have a visitor who we’ll refer to as Jane throughout this example. Jane hasn’t logged in for the last month or so. During that month, your development team cranked out a bunch of cool new features, which you helped announce with lightboxes. You also launched an NPS campaign.

Jane logs in and the first thing that’s shown is a lightbox announcing new features from a month ago. Jane dismisses the first lightbox, only to be presented with the next feature announcement lightbox, and that lightbox is followed by an NPS survey.

Let’s turn on guide throttling, set the minimum interval to 1 hour, and see what the experience is like for Jane.

Jane logs in and the first thing that’s shown is a lightbox announcing new features from a month ago. Jane dismisses the first lightbox, and continues on using the product. An hour later, Jane has presented the next feature announcement lightbox. An hour after that, Jane is presented with an NPS survey.

Frequently Asked Questions

How do I turn it on?

Ensure that your production environment is updated to Pendo agent v2.8.0+ in order to gain access to this feature. See the Guides portion of app.pendo.io and proceed to the new Ordering tab to access the throttling settings.

ordering.png

To enable Throttling, your Pendo Admin can toggle it on within the modal and then set your minimum time interval between each automatic guide delivered to one of your end users - which can be any number of minutes, hours, or days.

ordering-modal.png

Each time that a member of your team creates a new guide that has “Automatically” as one of its Activation settings, it will be added to the bottom of the Throttling queue

How do I reorder my guides?

Either drag and drop your guide in your desired sequence via the ordering table, or Use the up/down icon to move your guide up or down a single step, or to the top or bottom of the list.

switch-order.png

 

Note: once your guide has a status of “Disabled”, it will no longer appear within the ordering list.

 

What about important and urgent guides that I want to show to users regardless of the throttling settings?

You can “Override” the Throttling minimum time on a per-guide basis by selecting the “Override” checkbox when building your guide in the designer.

Note: When a guide is set to ignore throttling, there will be a "!" displayed next to it in the Ordering list.

override.png

Now, even if a user already saw an automatic guide at 9:45AM and your throttling minimum time interval is 1 hour, your “Override” guide will be shown to them as soon as you push it live at say, 9:50AM, regardless of whether you still fall within the hour.

The interval time between the last "Overridden" guide being seen and the next throttled guide will match the throttling time set. Subsequent throttled guides will continue to respect the time interval that had been specified.

 

Throttling and Ordering in Mobile Guides (V2)

Pendo's V2 SDKs support throttling and ordering.
Ordering and throttling are configured in the same way they are configured for web apps.

Mobile Ordering:

  • If there are two guides competing on the same screen or when the app launches, the one with the highest priority will be displayed.
  • Once users close this guide, they will not see the next guide in priority. Due to the small screen size, Pendo does not display in-app messages one after the other.
  • The next guide in priority will be displayed when users enter the page/launch the app again.

Mobile throttling:

  • In mobile, ‘Override throttling’ for a single guide is still not supported. All guides adhere to the throttling rules.