- When you create a rule, you set a message limit and time period (eg., 5 emails in 7 days).
- Once the contact reaches that limit, Act-On will suppress emails to that contact for the rest of the period.
- Once this period ends (eg., at the end of 7 days), the count resets and the contact can receive emails.
This is a best practice for optimal email delivery because it prevents you from flooding contacts' inboxes, which is commonly associated with spam.
These rules apply to all messages sent from Act-On except form submission confirmation emails, webinar invites/follow-ups, and emails that use the Transactional Sending feature. Automated Program messages will be suppressed by default, but you can set specific messages and programs to ignore your fatigue rules.
Setting Up Email Fatigue Suppression Rules
Using simple to set-up rules, you can define rules like “no more than one marketing email a day and no more than three emails per week and no more than 5 emails per month."
- Navigate to Contacts > Other Lists > Bounces & Opt-Outs
- Hover over Email Fatigue Suppression Rules and click Edit.
- Click Add and define your Email Fatigue Suppression rules.
- Once finished, click the Save Rules button.
Allowing Email Sends to Ignore Fatigue Rules
Message Composer
In the Address tab in the New Message Composer, click the checkbox for Override Email Fatigue Suppression Rules.
Automated Programs
By default, Automated Programs will adhere to your set Email Fatigue Suppression Rules. If a contact is suppressed from a particular send due to fatigue, they will be listed in the Not Sent/Suppressed log in the Sent Message Report for your message and be moved to the next step in your Automated Program without being sent an email.
You can set your program to ignore suppression rules from the General Settings tab:
Alternatively, you can set up branch logic to handle these cases to resent your message, exit the contact from your Automated Program, or any other Automated Program action:
Comments
4 comments
Hi Chris! Account Lists do not bypass fatigue rules - I believe this is because there is potential for some of these lists to include actual customers (eg., the Forward to a Friend feature puts contacts into an Account List).
The best bet for internal recipients is to use the Test functionality in the message composer - that always ignores fatigue rules, and when you click the button your test lists will appear right there for quick access. Hope that works for you.
If a contact in an automated program is suppressed due to fatigue rules, will they be exited from the program, skip that step, or wait until the fatigue rule isn't being violated by the send?
Hi Taylor! The program will proceed to the next step as if the message had been sent. There are two main things you can do to handle these situations:
or
Are account lists also suppressed by the fatigue rules? I've been creating separate messages for internal recipients to make sure they receive them. It seems to me that Account lists could (and SHOULD) be ignored by the suppression rules.
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