Understanding Active Contacts

  • Updated
Your Act-On account is licensed for a certain monthly number of maximum Active Contacts. Your total is visible on the Act-On home page, in the Account box.

How it works

  • In a calendar month, the first message you send to a contact marks that contact as "active."
  • No matter how many messages you send to that contact during the same calendar month, it still counts as only one Active Contact.
  • Once your number of Active Contacts reaches your monthly limit, email messages will not send if they include any new contacts. You can still send as many messages as you would like to your currently active contacts.
  • At the beginning of each new month, your Active Contacts count resets to 0.

Example: If your account is contracted for 10,000 active contacts but your contact list contains 50,000 email addresses...

  • You can send as many messages as you like to 10,000 of your contacts per month.
  • Once you reach 10,000 contacts in a month, you cannot send to any new users until the next month starts.
  • You can rotate which 10,000 users you send to each month.

Contacts that have opted out, hard bounced, or are in your suppression lists prior to the current month will not count toward your active contact limit.

To increase your Active Contact limit, contact your designated account manager or customer success manager.

Check Your Current Usage

  1. Navigate to ContactsMarketing Lists
  2. Click Active Contacts
  3. A window will appear showing your monthly limit, the active contacts used this month, and total remaining active contacts

You can also check your available active contacts while previewing an email message.

Check Your Past Usage

You may want to pull a report for how many total contacts you have sent messages to during a specific time period. You can do this by creating a list that tracks message recipients:
  1. Navigate to Contacts > Marketing Lists
  2. Click New List
  3. Name your list (eg., 'Active Contacts for February')
  4. Under 'Set up New List Contents,' select Locate contacts with Specific Response Behaviors
  5. In the 'Behavior' section, select the desired time period and choose Received Messages from the 'Add behavior' dropdown.
  6. Click Create

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