Communication Limits Notifications

[Jeff_Smith3]

Is there a way to see those who qualify for an email but are kept from receiving it due to daily/weekly communication limits? Can a report or alert somehow be created to monitor this? This has been especially important for our onboarding emails for new customers. We'd rather not make these emails operational, but at the same time we'd like to be aware of those who don't receive certain emails because they've been pulled into other Marketing emails, and thereby crossing the communication limits. Any ideas would be appreciated.

[Anonymous]

Jeff Smith​ FYI. I moved this to the Product area of the site.

[Anonymous · Accepted solution]

First of all, you can opt out a program from applying to Communication Limits.  We don't currently have an alert or canned report with these details, but you can create a smart list to find the people who did not receive the email, after the fact.  There is no way to see who will be affected beforehand.  You would use the "was not sent email" filter and the appropriate time constraint to find out if they missed the email in the past x days. 

Another option to consider is to use an engagement program, especially if there is a series of emails you are sending regarding onboarding.  The engagement program will automatically resend the emails if they were skipped, on the next cadence.

[Jeff_Smith3]

This might be a dumb question, but how do you opt out a program from the communication limits? Is that done in admin or at the program level in Marketing Activities?

[Dory_Viscoglio]

Hey Jeff, it's actually done at the smart campaign level, under the Schedule tab. You want to change this:

to

within the edit portion.

[Dory_Viscoglio]

Hey Jeff, in addition to Cheryl's suggestions above, if you want to create an alert for anyone who wasn't sent the email you can add some additional flow steps or a secondary smart campaign that runs after the fact.

I'd basically put in a remove from campaign step after your original email send flow step with choice If was sent email [your email] so that the majority of people who are sent the email are removed from the flow, then a send alert step for everyone else who wasn't sent the email. You could also have a separate smart campaign that is batch run x amount of time after your original send that says "not was sent email" [your email], then send alert.

You could take this one step further and use the batch campaign to try to resend them the email a day later, so smart list = "not was sent email" [your email], flow step = wait 24 hours and send email.

Basically there are a ton of options and/or workarounds here... see how creative you can get with it!

[Jeff_Smith3]

Great responses, thank you!

[Carly_Stevens]

Hi Dory - what do you recommend when we nest programs inside our engagement program streams (triggered by a smart campaign), in terms of identifying people who have hit their comms limit and ensuring they get that email? We have a nurture which is triggered off of clicks, so wouldn't want to push someone into an inactive stream when they actually haven't been delivered the email in the first place. How could we make it work? I assume the email being sent in the next cast is only when it's a simple drip? I feel like this is a bit of a flaw if wer'e trying to move to a more triggered approach..