Communication Limits Ignored as Default???

[Anonymous]

So after receiving a complaint that a lead received 3 emails in a 10 minute timeframe, I realized the communication limits defined in the Admin section only work if you manually select to honor them on every single campaign running. Otherwise, default is:

If lead has reached the communication limits

Ignore limit

Is there a way to change this default so that is NEVER ignores limits unless it is an Operational email?? This seems nuts to be that it would be the other way around.

Thanks

[Anonymous]

Another discovery after dealing with Marketo support for another 'funk'. The aggregate # of emails a lead is sent takes about 20 mins to calculate. So let's say you send a webinar invite and your nurture is kicking off 9 minutes later. (and you couldnt possibly know this since you have SO much going on as it is just as I do) The person would get both emails in the same day because the Marketo system is not looking at the webinar invite sent until 20 mins. later and by that time, your nurture email has gone out. Still trying to understand the point of communication limits when they dont seem to work for a lot of situations....

[Anonymous]

Not to mention it;s a huge pain the butt to move all our nurtures to an engagement program. Esp since you cant move content around. I would have to clone, re-name, remove, un-approve, etc. about 200 assets. So we are sticking with our nurture the way it was before engagement programs existed. 

[Anonymous]

Not everyone uses engagement programs for nurture. We dont because they dont work for us due to the cadence restrcitions on sending emails on different days at different times. So our engagement program points to a smart campaign. Your support team told me that leads with same email can all enter the same smart campaign at different times. This happened with several of our leads yesterday and it was confirmed not a bug and not a fix on your roadmap. 

Until your engagement program gives marketers the ability to send emails at different intervals, it wont work (for example, I want to send email 1, then send email 2 5 days later, email 3 10 days later etc.). You force to send every x days straight across the board which is just not a good way to nurture at all.

[Anonymous]

Hi Christina,

This is actually not true.  Leads are de-duped before they enter into the Engagement programs, so you should never have duplicate leads receiving content in the streams.  No need to freak out.  If you saw this happen, then it's a bug.

Cheryl

[Anonymous]

Another scary fact errupted yesterday in relation to this - You can have dupe leads with same email go through your nurture at the same time. So the same email will get email 1 and email 4 on the same day. And the entire nurture stream will be repeated to the same email. No way around it. Support has no workaround so Im freaking out a bit 🙂

[Anonymous]

Be warned! If you have dupes in Marketo, communication limits are ignored. Just got this back from Marketo support when I contacted them about a larg chunk of my database gettiing 2 emails in a row:

Currently, Communication Limits in Marketo are set up on a lead basis, and not an email basis. If there are multiple leads in the database with the same email address, they will both be able to receive one email per day. 

[Dan_Stevens_]

Hi Cheryl - I just wanted to share back that the cast that was sent out today, sent me the first email that I skipped last week due to my communication limits.  So it's working as expected!

[Anonymous]

Yes, please do!

[Dan_Stevens_]

Thanks Cheryl.  Our next cast is next Tuesday.  My test email was blocked from the first cast last Tuesday due to exceeding our communication limits we set.  So I should receive email #1 while everyone else receives email #2.  I'll keep you (and Support, if needed) posted based on the outcome.

[Anonymous]

If the lead is in a flow and they are supposed to receive an email on the next cast, but they have reached their limit, the system will not send them an email.  On the next cast after that, the system will try again to send the email, and if their limit has not been reached it will send it.  

@Dan - yes what I am stating is the designed behavior.  It wouldn't make sense for us to skip the email and never send it if they reached their limits.  The system is designed to ALWAYS check, before every cast, to see what has been sent or not.  

If you are not seeing this, please call support and log a ticket.  I don't see this issue in my testing, but that doesn't rule out a bug. 

[Dan_Stevens_]

@cheryl, can you reply to Christina's last comment here? You've stated in other threads that the user will receive the skipped email (as a result of communication limits) during the next cast. But I'm reading that this is not happening. Members are skipping the email completely and moving onto the next one during the next cast (which is a major issue). Please let us know if this is a bug with Engagement Programs and if there will be a fix for this.

[Anonymous]

Amber - I agree which is why it would be awesome to choose a default of all or none so you could go either way with this.

Cheryl - What happens if they are in the flow to get a nurture email but they already reached the limit? Will the email send once the limit time has passed and they are eligible to receive a new email from us? or does it skip the email and send them the next one that is not in the right order?

[Amber_Hobson]

What's really funny is that our company is the exact opposite. We want to pick and chose which campaigns use the limits and which do not. For instance, our promotional campaigns may ignore the limits while our thought leadership ones will use them. My biggest issue is that on engagement streams, there is no way to chose whether you do or do not ignore the communication limits. I would like to have the ability to pick and chose on that one as well, for instance we have some that are important nurture series, such as for new purchases, that we would rather ignore the communication limits and receive the emails.

[Anonymous]

Hi Christina,

We have a large population of users and not everyone wants to take advantage of the limits, nor do they want all campaigns to be automatically opted in.  We had a choice to make, and we decided to not opt-in all campaigns.  We will make some improvements here to lessen the pain around new campaigns.  

Cheryl

[Anonymous]

What happens if they are in the flow to get a nurture email but they already reached the limit? Will the email send once the limit time has passed and they are eligible to receive a new email from us? or does it skip the email and send them the next one that is not in the right order?

[Anonymous]

Vote to un-do this here!! Looks like Im not the only one who thinks setting the default to ignore communication limits is stupid https://community.marketo.com/MarketoIdeaDetail?id=08750000000IvYwAAK

[Anonymous]

I would think that more campaigns should be opted in than not - similar to the operational emails. When would marketers prefer to over-send to their audience vs. under-send??  

I now have to go back and train my entire company on using this and update 50+ campaigns. 

[Anonymous]

Every program/campaign, with the exception of Engagement programs, has to be opted into Comm Limits.  This was a conscience decision b/c otherwise, every single campaign in your subscription would be opted in automatically.  We plan on adding a setting that allows you to say "new campaigns should be auto-opted in"