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.

When messages cannot be sent due to capping the following events appear on the customer’s profile:

Event name Description
newsletter.capping An email wasn’t sent due to limit of emails that can be sent to a customer in a defined time frame.
push.capping A mobile push wasn’t sent due to limit of mobile pushes that can be sent to a customer in a defined time frame.
sms.capping An SMS wasn’t sent due to limit of SMSes that can be sent to a customer in a defined time frame.
webpush.capping A web push wasn’t sent due to limit of web pushes that can be sent to a customer in a defined time frame.

In Synerise, messages can be sent in:

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

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


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.

Ignoring global limits in Automation


If your workflows send system messages such as transaction confirmations, information about shipping, notifications about delay of the order delivery, and so on, you may want to make exceptions to such kind of the messages.

For such circumstances, in the action nodes: Send Email, Send Webpush, Send Mobile Push, and Send SMS, you may enable the Ignore limits option, which causes sending the message even if the the global limits for messages sent to a customer per day defined in Settings > Communication Limits are exceeded.

Ignore limits option in Send SMS node
Enabled Ignore limits option in Send SMS node
Note: You can read more about limits (examples and explanations) in Automation here.

Defining limits


  1. Go to Settings icon 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

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

We are sorry to hear that

Thank you for helping improve out documentation. If you need help or have any questions, please consider contacting support.

😉

Awesome!

Thank you for helping improve out documentation. If you need help or have any questions, please consider contacting support.

Close modal icon Placeholder alt for modal to satisfy link checker