Frequently Asked Questions

Plans and Pricing

Is Engage included in my plan?

Engage is included in Pro and Enterprise plans up to a monthly usage cap (typically 5,000 emails + 500 SMS + 5,000 push). Starter plans do not include Engage.

What happens if I exceed the cap?

Overages are metered:

• Email: $1.50 per 1,000 sends
• Push: $0.50 per 1,000 sends
• SMS: carrier pass-through + 25% markup

Charges appear on your monthly invoice. You will see the running counter in Engage > Settings > Usage.

Is there a free trial?

Yes - new operators get 30 days of unlimited Engage at signup so you can run your welcome series risk-free.

Are custom sender domains included?

Custom sender domains are Enterprise-only. Contact sales to enable.

Channels

Which channels does Engage support?

Email (Postmark), SMS (Telnyx primary, Twilio failover), and push (Expo, which fans out to APNs for iOS and FCM for Android). You can send through any channel individually, or use multi-channel cascading (push first, fall back to email).

Can I use my own Twilio / SendGrid / Mailchimp account?

No. Engage uses Levy's provider accounts so we can manage reputation, rate limits, and compliance centrally. The tradeoff is that you don't have to manage them yourself.

Why is SMS slower to send than email?

US carriers throttle 10DLC SMS at the registered campaign level. Engage defaults to 100 SMS/minute per subaccount to stay within carrier limits. Contact support to raise the limit for verified high-volume use cases.

Does push work for both iOS and Android?

Yes. Engage uses Expo as the push provider, which fans out to APNs for iOS and FCM for Android automatically.

Segments

How fresh is the segment data?

Segments evaluate against your live database every time a campaign or journey send compiles. There is no daily sync, no nightly batch - the data is always current.

The segment count preview is cached for 60 seconds to avoid hammering the database when you're tweaking rules in the builder.

Can I import a CSV of riders into a segment?

Not in v1. Segments filter your existing customers. If you have a list of external contacts to email, contact support to discuss compliance implications.

How deep can segment rules nest?

Up to 4 levels of AND/OR/NOT nesting. That's enough for any realistic use case and catches accidental builder loops.

Can I share a segment across subaccounts?

No. Segments are RLS-scoped to your subaccount. This is a deliberate isolation guarantee - no operator can see another operator's data.

Campaigns

What's the difference between a campaign and a journey?

A campaign is a single send (or recurring digest) to a segment. A journey is a multi-step drip triggered by an event. Use campaigns for "send this thing to this audience now"; use journeys for "when X happens, do Y, Z, W."

Can I schedule a campaign for a future date?

Yes. In the composer, set Schedule to "Scheduled at" and pick a timestamp. If customers.timezone is set on your riders, you can also opt into recipient-timezone sending.

What happens if I send the same campaign twice?

Engage's idempotency catches this:

• campaign_sends.idempotency_key is UNIQUE - duplicate inserts are rejected.
• The 24-hour dedup window prevents the same template firing to the same recipient within 24 hours, even across different campaigns.

So accidentally hitting Send twice is safe.

Can I edit a campaign while it's sending?

Once status is sending or sent, the campaign is immutable. Duplicate it, edit the duplicate, and send the new version.

Journeys

How many journeys can a single rider be in at once?

Unlimited. The 24-hour dedup window prevents the same template firing twice in a day across journeys, but otherwise journeys don't constrain each other.

What happens when a customer deletes their account mid-journey?

GDPR erasure immediately sets journey_runs.exited_at for all active runs and drops PII from engagement_events. No future sends can fire.

Can I A/B test inside a journey?

Not directly in v1. The workaround: run a standalone campaign that A/B tests the candidate templates, pick the winner, then update the journey to use that template.

What if a journey has a step that uses a feature my plan doesn't include?

For example, an SMS step on a plan without SMS access: Engage holds the journey at that step and surfaces a warning. Upgrade the plan or remove the SMS step.

How are race conditions on journey steps handled?

Engage uses Postgres row-level locks (FOR UPDATE SKIP LOCKED) when claiming due runs. Two workers calling the claim RPC at the same moment receive disjoint sets, so no journey step ever runs twice for the same rider.

A/B Testing

How many variants can I test at once?

2 to 4 variants per campaign.

Why Bayesian instead of frequentist (p-values)?

Bayesian gives you the question you actually want answered ("what's the probability variant B is better?") in a single intuitive number, and updates in real time without p-hacking or early-stopping bias. See A/B Testing for the full explanation.

What's the minimum audience size for A/B testing?

The auto-winner gate requires at least 500 sends per variant. Below that, the test runs but no winner is declared automatically - you can manually force a winner if you want.

Can I see the math behind the Bayesian model?

Engage uses a Beta-Binomial model with Marsaglia-Tsang Gamma sampling for fast posterior draws. The math is in the implementation notes, but the practical takeaway is: when "P(best)" crosses 95% for any variant, that's your winner.

Compliance

Is Engage TCPA / CAN-SPAM / GDPR / CASL compliant out of the box?

The Engage framework enforces the major controls (STOP keywords, one-click unsubscribe, audit trails, suppression lists). But compliance is partly about how you use the tool - consent capture at signup, audience honesty, list hygiene. See Compliance.

What's a global suppression vs per-subaccount suppression?

Global suppressions (hard bounces, complaints, STOP keywords) apply to every operator on the platform - no one can send to that identifier again. Per-subaccount suppressions only block sends from your operator account. See Suppression List.

Can I override the suppression list to send to an opted-out rider?

No. There is no override. The list is a regulatory safeguard.

How long are consent records retained?

Indefinitely by default, to satisfy CASL's 10-year retention requirement. Do not change this without legal review.

Deliverability

Why are my emails going to spam?

The most common causes:

1. DKIM/SPF/DMARC misconfigured on your sender domain
2. DMARC policy is p=none (treat as none enforcement)
3. High recent complaint rate has tanked reputation
4. Subject/body looks like classic spam
5. Audience hygiene - too many never-opens

See Troubleshooting.

How do I warm up a new sender domain?

Send to your most engaged segments first for a week, then expand. Avoid blasting 100,000 emails on day one from a cold domain. See Sender Domain Setup.

Will Engage pause my sending if I cross a complaint threshold?

Yes. At 0.3% complaint rate, your subaccount's Postmark stream pauses automatically until support reviews. This is a deliberate circuit breaker to protect the platform.

Data and Integrations

Can I export segment data to a CSV?

Yes. Click Export CSV on any segment.

Can Engage send webhooks to my own systems?

Yes via the plugin marketplace integration. Outbound HMAC-signed webhooks fire on campaign.sent, send.delivered, send.bounced, journey.completed, journey.goal_hit, and more.

Is there a public API for Engage?

Yes - all the dashboard surfaces are backed by the /api/engage/* routes, which you can call directly with your subaccount API key. See API for general API auth.

How long is engagement event data retained?

90 days hot retention in Postgres, then archived to cold storage. Aggregate analytics (totals, rates) remain available indefinitely. Contact support for archive restores.

Migration

I'm currently using Mailchimp / Klaviyo - can I migrate?

Yes, though there's no automatic importer in v1. The migration playbook:

1. Export your subscriber list with consent flags from Mailchimp/Klaviyo.
2. Cross-reference against your existing customers table - most riders should already be there.
3. Import the consent flags manually via a support-assisted migration.
4. Pause the old tool, switch DNS to Engage's sender domain.
5. Run your existing campaigns as Engage drafts first to validate copy and segments.

Contact support to coordinate the migration.

Can Engage replace Hubspot or Salesforce?

No. Engage is rider-facing marketing automation. It does not replace a CRM for managing your B2B sales pipeline or corporate marketing.

---