Communication limits can be by-passed - needs to be changed!

Communication limits can be by-passed - needs to be changed!

Something we just uncovered regarding Marketo's communication limits.

As you know, the communication limits are set within the admin area. However, these limits can be overwritten at the program level.

Within the smart campaign - with the box unchecked - below is the message that appears. Emails will send no matter how many emails the lead has received today (over-ride the comm limits).  This is the standard state of the program.

Inline image 1

If box is checked - below is the new message. NOW the email is going to be blocked based on the communication limit settings. (except for the operational emails, of course)

Inline image 2

This process should be modified!  The default settings should be set to obey the communication limits at the admin level only. The only by-pass/override that should exist, should be the operational emails.

9 Comments
Level 5

Totally agree. I seem to have encountered the same behaviour.

Anonymous
Not applicable

Wish I could see the attached images in the OP, but I agree with this post. In my opinion this is a real bug in the system in that the logic is completely counterintuitive.

We temporarily set our admin email rules to ignore communication limits because we had an important companywide email going out. However, the settings on the program were set to override that setting by default. Our associate missed that and a bunch of people therefore did not get the email.

To clarify:

1. In admin, under "Default behavior if a lead is over communication limits", Uncheck "Block non-operational emails". Expected behavior is that any non-operational email program would be delivered to all recipients regardless of communication limits.

2. Create a new non-operational email program. The email will be set by default to block the email for recipients who have reached their communication limits.

Dearest Marketo, What is the purpose of default settings if they don't actually act as the default?

as said here: Communication Limit defaults are ignored - Is this expected behavior? this seems to work only in smart campaigns.

-Greg

Level 5

HI Gregoire

Are you going to the Summit in Vegas next week?

Axel

HI Axel,

Yes, I will Arriving on sunday evening, leaving on thursday.

We can meet there if you want. I am not sure we will be so many europeans

-Greg

Level 5

that would be awesome. I arrive on Sunday afternoon. what's the best way to get in touch?

Anonymous
Not applicable

Probably not by commenting in this thread.

I am following you, you can DM me. And follow me so that I can answer.

Community Manager
Status changed to: Open Ideas