How does Nurture Program handles communication limits

[Anonymous]

I was wondering if anyone knows what happens when one reaches the daily or weekly communication limit.

For example:

* a nurture program has 4 weekly emails.

* Week 1: the Lead receives the email

* Week 2: the Lead has reached the daily communication limit.

When are they going to get the email that they were supposed to get in Week2?

[Anonymous · Accepted solution]

Just came across this awesome article:

How Do Communication Limits Work?

[Dory_Viscoglio]

Yes, if you're referencing an Engagement Program then the person will receive the email at the next cast of the engagement program. For any kind of batch or triggered campaign, they won't receive the email.

[emiliachi_ge]

Hey Dory, 

Thanks for your support here, super helpful. 

What if the emails in the engagement programs are bucketed into an email program? (see the "content" section here "There are two types of content you can add to engagement program streams—emails and programs. Emails will be sent to people at cast time."  https://experienceleague.adobe.com/docs/marketo/using/product-docs/email-marketing/drip-nurturing/cr... )

If we edit the smart campaign so the lead can go through less than 1 per week, will the smart campaign be triggered again next week if the comms limits were reached this week?

Thanks, 

Emilia

[Darshil_Shah1]

@emiliachi_ge, while using the Default programs as the stream content, you should not be scheduling or activating campaigns. With the engagement programs, you want to use the built-in stream cast to cast the content. Once you pull the default program into the nurture stream and activate it (via the nurture stream), you'll notice the smart campaign within the default program to send the email will appear with a blue arrow. 

Engagement programs have built-in logic to request the selected send email campaign at the time of the cast, and re-cast the same content in the next cast if the person has reached communication limits. It's usually recommended that you plan your other marketing campaigns and emails keeping in mind the active nurtures and their send frequency, so people don't end up hitting the communication limits during the nurture casts.

Also, you'd probably know this, but engagement programs don't support operational emails; they are designed to only send the marketing (non-operational email). Lastly, people will never be sent marketing emails (via engagement/email programs/stand alone campaigns) if they have exhausted their communication limits (daily/weekly). 

[Anonymous]

Can the same Lead go through the same nurture program multiple times and start from the first communication each time?

[Dory_Viscoglio]

Hey Peter, by definition an engagement program will only allow someone to receive a specific email once. If you use the same exact email (no clones) in multiple engagement programs, once they receive it in any of the EPs then they will not receive it in any future EPs. At every cast of an EP, the program looks at every email from the top down to see if a person has received that content before.

If you want someone go to through a program multiple times and start from the first communication each time, I'd suggest a drip nurture campaign. But I'd also consider re-reviewing the nurture to analyze if people are really being "nurtured" by your campaign (do they ever convert the second or third time that they receive the email?), or if it's just noise that they're receiving