How to adjust smart sending settings

Overview

You can set a maximum number of email or SMS messages contacts receive in a selected period of time.

Read on to learn how to adjust global smart sending settings, override smart sending in campaigns, and turn on smart sending in automations.

In this guide

• What is smart sending?
• Global SMS smart sending
• Global email smart sending
• Override smart sending limits in campaigns
• Turn on smart sending limits in automations

What is smart sending?

When smart sending is enabled, and contacts receive the maximum number of messages in the specified rolling window, they will not receive any more messages until the window has closed. Smart sending helps to ensure contacts are not "over messaged" and do not feel overwhelmed by the amount of email or SMS they receive from your brand.

Windows open when contacts receive the first message of a new window. For example, let's say you use the default of three messages every eight hours for SMS smart sending and send your first SMS message at noon.

If you send (or automations with smart sending enabled trigger) more than two additional SMS messages before 8 PM contacts' local time, they will only receive the first three messages, and they will be skipped when subsequent messages are sent during the window.

Once a contact's window has closed, a new window will start when they next receive a message.

Messages scheduled to be sent to contacts that have not been sent because the contact reached their limit will not be queued to be sent during the next window. If a contact reports that they did not receive a message they expected to receive, you can look for them in the Skipped tab of the message report.

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Global SMS smart sending

The default smart sending limit for SMS is three messages every eight hours.

To change your global smart settings for SMS messages:

1. Click the Account icon
2. Click SMS
3. Next to Communication Preferences, click Edit
4. Select a maximum number of messages that can be sent and a length of time in hours

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Global email smart sending

The default smart sending limit for email is 5 messages every 24 hours. To change your global smart settings for emails:

1. Click the Account icon
2. Click Email
3. Next to Communication Preferences, click Edit
4. Select a maximum number of emails that can be sent and a length of time in hours

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Override smart sending limits in campaigns

Smart sending is turned on by default for campaigns.

You can override global smart sending limits for campaigns on the Schedule & Summary page of the campaign builder when Send Immediately or Schedule are selected.

To override smart sending for a campaign, uncheck the Enforce Smart Sending Limit checkbox:

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Turn on smart sending limits for automations

Smart sending is turned off by default for automations.

You can enable smart sending limits for email or SMS automation nodes in the settings section of the node.

To turn on smart sending for an automation email, check the Enforce Smart Sending Limit checkbox in the email node's settings:

To turn on smart sending for an automation SMS message, check the Enforce Smart Sending Limit checkbox in the SMS node's settings:

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