Merge pull request #8575 from braze-inc/BD-3675

BD-3675: Add context to push reporting about sends and unique recipients

_includes/campaign_analytics.md

@@ -406,25 +406,37 @@ Here is a breakdown of some key metrics you may see while reviewing your message
     </tbody>
 </table>
 
+> Delivery of notifications is a “best effort” by Apple Push Notification services (APNs). It is not intended to deliver data to your app, only to notify the user that there is new data available. The important distinction is that we will display how many messages we successfully delivered to APNs, not necessarily how many APNs successfully delivered to devices.
+
+##### Tracking unsubscribes
+
 Push unsubscribes are not included as a metric in campaign analytics. Refer to [Tracking push unsubscribes]({{site.baseurl}}/help/help_articles/push/push_unsubscribes) for steps on how to manually track this metric.
 
-{% alert tip %}
+##### Understanding opens
+
 Even though _Direct Opens_ and _Influenced Opens_ include the word "opens", they're actually different metrics. _Direct Opens_ refers to the direct opening of a push notification, as stated in the table above. _Influenced Opens_ refers to the opening of an app, without opening a push notification within a specific time frame after receiving it. So, _Influenced Opens_ refers to the app opens, not push notification opens.
-{% endalert %}
 
-> Delivery of notifications is a “best effort” by APNs. It is not intended to deliver data to your app, only to notify the user that there is new data available. The important distinction is that we will display how many messages we successfully delivered to APNs, not necessarily how many APNs successfully delivered to devices.
+##### Why push sends can exceed unique recipients
 
-#### Bounced push notifications {#bounced-push}
+The number of _Sends_ may exceed the number of _Unique Recipients_ due to the following reasons:
 
-##### Apple push notification service
+- **Re-eligibility is on:** When re-eligibility is enabled in your campaign or Canvas settings, users who meet the segment and delivery criteria can receive the same push notification multiple times. This results in a higher number of total sends.
+- **Users have multiple devices:** If re-eligibility is not enabled, the difference may be explained by users having multiple devices associated with their profile. For instance, a user could have both a smartphone and tablet, and the push notification is being sent to all registered devices. Each delivery counts as a send, but only one unique recipient is recorded.
+- **Users are assigned to multiple apps:** If users are associated with more than one app (such as when testing a new app), they may receive the same push notification on each app. This contributes to a higher number of sends.
 
-Bounces occur in the APNs when a push notification attempts delivery to a device that does not have the intended app installed. APNs also has the right to change tokens for devices arbitrarily. If you attempt to send to a user’s device in which their push token has changed in between when we previously registered their token (such as at the beginning of each session when we register a user for a push token) and the time of send, this would cause a bounce.
+##### Why bounces occur {#bounced-push}
+
+{% tabs %}
+{% tab Apple Push Notification service %}
+
+Bounces occur in Apple Push Notification services (APNs) when a push notification attempts delivery to a device that does not have the intended app installed. APNs also has the right to change tokens for devices arbitrarily. If you attempt to send to a user’s device in which their push token has changed in between when we previously registered their token (such as at the beginning of each session when we register a user for a push token) and the time of send, this would cause a bounce.
 
 If a user disables push within their device settings on subsequent app open the SDK will detect that push has been disabled and notify Braze. At this point we will update the push enabled state to be disabled. When a disabled user receives a push campaign before having a new session, the campaign would successfully send and appear as delivered. The push will not bounce for this user. Following a subsequent session, when you attempt to send a push to the user Braze is already aware of whether we have a foreground token as such no notification is sent.
 
 Push notifications that expire before delivery are not considered as failed and will not be recorded as a bounce.
 
-##### Firebase Cloud Messaging
+{% endtab %}
+{% tab Firebase Cloud Messaging %}
 
 Firebase Cloud Messaging (FCM) bounces could occur in three cases:
 
@@ -435,6 +447,10 @@ Firebase Cloud Messaging (FCM) bounces could occur in three cases:
 | Updated application | When an application is updated, the previous version's registration ID may no longer work. As such, an updated application should replace its existing registration ID. |
 {: .reset-td-br-1 .reset-td-br-2}
 
+{% endtab %}
+{% endtabs %}
+
+
 {% elsif include.channel == "SMS" %}
 
 #### SMS metrics