Communication limits

In this section, users can define the global limit of sent messages to a customer (emails, text messages, and web push notifications) in a given period. This way users can prevent sending more messages than their customers can handle or tolerate.

In Synerise, messages can be sent in:

• mass messages (the Communication module)
• workflows triggered by customer’s behavior (the Automation module),

Therefore the Communication Limits section is divided into two parts: Campaign and Automation. Such division allows users to define the limit of messages to be sent separately for the Communication module and Automation module.

What happens with blocked messages?

Mass essages sent through the Communication module, which are blocked by capping are not queued. In such cases, on the list of messages, users can check the number of messages blocked by capping and they need to be resent by users, if necessary.

When it comes to messages sent through automated workflows, blocked messages can be sent out again only if a customer meets conditions defined in a particular workflow.

Global limits vs. Automation limits

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The Automation module defines its own limits:

• how many times a workflow can be triggered in a specific time unit
• how many times a trigger can be activated in a workflow
• how many times an action can be repeated in a workflow

While defining the global limits (limits in the Communication Limits section), users must remember about the limits for workflows in Automation and the other way round. Otherwise there may occur conflicts between them.

Suggestions:

• Keep track of the active workflows and carefully estimate the number of sent messages through them (in your calculations include both marketing messages and system emails such as transaction summary, discount coupon emails, if you use Automation to send such emails).
• Pay attention to workflows triggered by frequently occurring customer activities, which contain actions that sent messages to customers.
• Consult each modification of limit of action nodes (Send email, Send SMS, Send web push) with the global limits.

Note: You can read more about limits (examples and explanations) in Automation here.

Defining limits

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1. Go to Settings > Communication Limits.
2. By default, there are no limits on sending messages. To define a specific limit, switch a toggle on.
   Result: Two fields appear.
3. In the Limit section enter the maximum number of messages you want to send to a customer within time unit specified in the Period field.
4. In the Period field enter the time unit of the limit (number and unit, for example 1d which stands for 1 day). The users can define limits in the following intervals:
   • s stands for a second
   • m stands for a minute
   • d stands for a day
   • w stands for a week
   • y stands for a year
     Exemplary configurations

     

     In the above configuration, a customer can receive up to 5 mass emails per day. Before sending an email, the system checks how many of them a customer received during last 24 hours.

     

     In the above configuration, a customer can receive up to 25 mass emails per 30 days. Before sending an email, the system checks how many of them a customer received during last 30 days.

5. Repeat step 3 and 4 for preferable message types in Communication and Automations.
6. Confirm settings by clicking Save.

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