Message Limits

You can set a message limit to determine the maximum number of messages that you can send people within a time frame. Setting a message limit can prevent you from over-messaging people in your workspace.

How it works

You set a message limit at the workspace level, and then you determine which campaigns, broadcasts, and messages count towards the limit. When a person reaches the limit, we mark their messages as Undeliverable. You can select undeliverable messages on the Deliveries & Drafts page and click Retry to re-send a message. When you retry a message, you have the option to ignore your message limit to make sure your audience gets your message.

 Transactional messages

Message limits do not apply to messages that use the transactional API. By their nature, your audience explicitly requests and expects transactional messages.

The Delivery section of your dashboard shows the percentage of your messages that were undeliverable, helping you understand how often your audience reaches the message limit, and whether you should adjust the limit or your campaigns.

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dashboard-deliveries-undeliverable.png

Message limits and timing

Message limits are based on timestamps between message deliveriesThe instance of a message sent to a person. When you set up a message, you determine an audience for your message. Each individual “send”—the version of a message sent to a single member of your audience—is a delivery. calculated down to the second; they are not based on calendar days. For example, if you set a message limit of 1 per day, and you successfully send a message, any message sent within 24 hours of the first message will hit your message limit and be marked undeliverable.

Because we calculate message limits down to the second, small time discrepancies can cause messages to hit your limit. For example, if you have a message limit of 1 message per day, and you run a daily recurring campaign with a single message, messages from your daily campaign might hit the limit because we don’t process messages at exactly the same second every day. The exact time at which we process deliveries can change based on fluctuations in the number of people in your campaign, the number of active people in your workspace, current system load, etc.

To prevent situations in which messages are made undeliverable within minutes or seconds of your message limit, we generally recommend that you set the time period for your limit slightly lower than your actual need. So, if you were to repeat a campaign daily, and you want to prevent your audience from receiving more than 1 message per day, you should consider setting your limit to 23 hours to prevent yourself from inadvertently limiting the campaign.

Set a workspace message limit

  1. Go to Settings > Workspace Settings and click Message Limit.
  2. Enter your limit and time frame.
message-limit-setup.png
message-limit-setup.png

By default, campaigns, broadcasts, and messages do not observe your workspace message limit. You must enable the Count toward message limit setting on the campaigns, broadcasts, and messages that you want to count towards the limit.

Enable the message limit for a campaign or broadcast

While you set a message limit at the workspace level, you must enable the limit for broadcasts, campaigns, and messages that you want to observe the limit.

To count a broadcast or campaign towards the limit, enable Count toward message limit in the Recipients step of a broadcast or the Trigger step of a campaign.

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All of your campaigns and broadcasts that observe the limit appear in the Message Limit settings, helping you understand the scope of your message limit.

Enable the message limit for a message

Messages within a campaign or broadcast use the message limit setting from the campaign or broadcast by default. You can change the setting for individual messages within a campaign (to observe or ignore your message limit).

Select a message and change the Message Limit setting to observe or ignore the message limit.

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message-limit-singlemsg.png

Retry messages after going over the limit

We mark messages that go over the message limit as Undeliverable. From the Deliveries log, you can see which of your messages hit the message limit and retry undeliverable messages.

deliveries-undeliverable-retry.png
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When you retry a message, you can determine whether to observe or ignore your message limit.

  1. Go to Deliveries & Drafts.
  2. In the Deliveries tab, filter for messages with the Undeliverable status.
  3. Select a message and then click Retry.
  4. Select whether or not to observe the message limit and track links. If you use the Do not send the message if it reaches the limit option, your retry counts toward the limit.
  5. Click Resend message.

Find campaigns or broadcasts with unsent messages

You can find unsent messages in your campaigns or broadcasts. This can help you sort and decide which messages you want to resend despite your message limit.

Go to the Campaigns or Broadcasts pages. Items showing a icon have messages that were undeliverable due to your message limit.

Hover over the icon and click View undeliverable to see the undelivered messages within the campaign or broadcast. From here you can resend messages to your audience.

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