Hi, currently we do send operational emails if it's a confirmation email or important customer announcement, such as product update or other changes. Do you have any information about what is considered operational email? Could we be sending reminders as operational emails to bypass our email limitation cap?
We have a communication limitation cap of 2 emails/week and prefer not to use it for reminders.
Any information is much appreciated.
Someone will probably paste an excerpt from some official document somewhere, but ultimately as long as you're not advertising anything under the guise of an update or confirmation, and the information you're sending is relevant (like you do with product announcements to Customers), then you are more or less good to send as operational. There's plenty of info out there, what with GDPR and all, about what's considered relevant, just search around for the exact limitations -- but...
If they submitted a registration form for a webinar, then the reminders can all be considered operational, yes.
Under the GDPR umbrella, this would most likely fall within “legitimate interest” - so you should be ok.
One thing to keep in mind is that even as an operational email, this will count towards your communication limit. So if you sent two reminders (24 hours and 10 minutes before), if the person hadn't already hit their cap for the week they would have after those two emails. How Do Communication Limits Work?
One way to get around this might be to use the automatic emails from your webinar provider although they generally can't be styled.
That's a very good point, Dory - and a common scenario that many don't take into consideration.
On the other hand, if the recipient had received 2 non-operational emails within that 7-day period, these operational emails (if defined as such), would still be able to be sent to that person.