Workarounds for configurating communication limits across workspaces

[Anonymous]

Does anyone have any workaround ideas for how to switch your communication limits across workspaces? We want our support team to be able to send multiple emails in a day if need be to our customers but that conflicts with our everyday marketing communication limits. Any ideas would be helpful!

Thanks,

Bobby

[Anonymous]

Yes, you can send emails as Operational emails which will circumvent the traditional sending rules.  You will find this setting in "edit Email"\Email settings.

[Jeff_Smith3]

Is there a reason why your customer support emails can't be classified as operational?

[Kristen_Malkov1]

Yeah mark them as operational so you don't create a big mess with your communication limits. Tracking that would be a nightmare.

[Josh_Hill13]

I would be careful here depending on the exact situation. Operational emails bypass unsubscribe and while Support reps should be able to do that, my question is what are they doing within Marketo that they would need to send so many emails per day out of Marketo?? Shouldn't the reps send from SFDC or the case tool directly?

Another solution is to remove the Communication limits, or make them higher.

[Anonymous]

Hi All,

Thanks for your replies. Just so that everyone is aware, setting the email as operational will only bypass unsubscribe settings, not your communication limits you have set as Josh said. Support confirmed that on the phone for me originally. So if you have your communication limits set to one email per day, and a lead has already received an email during that day, even with the second email being set as operational, they will not receive the email. Josh Hill we have a product that coemtimes makes it so that we have to communicate with our customers multiple times in a day, which is higher than my communication limits. I have made my case that these emails should be sent out of SFDC to avoid the communication limit issue, but I was told to try and find a workaround if there is one. Doesn't seem like it considering we won't remove our communication limits or make them higher. Thanks for the feedback again everyone.

[Jeff_Smith3 · Accepted solution]

Are we sure about that? Our communication limits only allow one email in a given day (multiple for the week). If I blast out an email for a white paper, for example, and someone clicks to arrive at the landing page and download the content, they DO receive the thank you email (operational) with the content. If operational emails counted toward your daily/weekly limit, then they would have been prevented from getting the thank you email, having already received the invitation email earlier that day.

In the Admin section there is a checkbox to block non-operational emails if the lead is over the communication limits. Does this mean that if it is NOT checked, then it WON'T block Marketing emails? Or does it mean that it only blocks Marketing emails if checked, while operational can pass through?

[Anonymous]

Jeff I just talked with Support again and this person confirms what you are saying, that operational emails are not subject to communication limits. Maybe the person I talked to previously is new .. really appreciate you checking back on this, now I can move ahead with my project!