Email Send Frequency

[DGanasan]

Hi HubSpot,

I want to enable email send frequency for my contacts but I want to clarify a few things:

1. Am I able to disable email send frequency cap for any email (time zone/automated/feedback/subscription)?

2. If a contact has reached the cap, is it possible to re-send specific email to that contact in next cap cycle? 

3. Is it possible to get notified when any contact has reached frequency cap? Would a workflow be applicable here?

4. is there a way to identify how many emails a person has received in the contact property for reporting purpose/segmentation?

Appreciate your assistance on this. 

[DGanasan]

Hi Karsten, 

Thank you for your response. I noticed that the property ' Marketing emails delivered' is a total of all emails sent. If i wish to know how many emails are sent per month, would I need to create a calculated field or existing property can be segmented by month?

Also, what would be the recommended approach in using send email frequency cap? As we have multiple campaigns & subscription types sent in a month, how do I know which emails should be capped & not capped since they are all considered important.  

[karstenkoehler]

Hi @DGanasan,

I'm not aware of any default features that would allow you to create a per-month-property, that would likely require custom code (available in Operations Hub Professional).

Personally, I'm not a fan of the frequency cap. It's not deliberate in what it's suppressing and it doesn't solve overall issue: too high of an email volume. My recommendation would be to run reports on the contacts which receive the largest amount of emails, checking which teams are responsible for those emails and then making sure that the volume is lowered, either via stricter workflow enrollment criteria or stricter recipient list criteria.

Otherwise you'll always have the problem that potentially important emails are suppressed by the frequency cap while comparably unimportant emails go through. The feature does not really distinguish which, in my opinion, limits its effectiveness.

Best regards

[DGanasan]

Hi Karsten,

Appreciate your response. Super helpful. Im not particularly familiar with how to generate said report. Could you share some basic steps for me to generate which contact has highest email & which team is sending most?

Thank you so much!!

[karstenkoehler · Accepted solution]

Hi @DGanasan,

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Am I able to disable email send frequency cap for any email (time zone/automated/feedback/subscription)?

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Not via the settings (Settings > Marketing > Email > Send Frequency) but:

"if there's a specific email that you want all contacts to receive, you can disable the email frequency cap setting on the Recipients tab in the editor. If you use workflows to send essential automated emails, you should disable this setting for each of those emails. Otherwise, emails will not be sent to any contacts who have met the frequency cap." https://knowledge.hubspot.com/email/set-up-an-email-frequency-safeguard

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If a contact has reached the cap, is it possible to re-send specific email to that contact in next cap cycle? 

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Yes, but you would have to manually identify these contacts as explained here: https://knowledge.hubspot.com/email/set-up-an-email-frequency-safeguard#resend-an-email-that-was-acc...

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Is it possible to get notified when any contact has reached frequency cap? Would a workflow be applicable here?

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No.

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is there a way to identify how many emails a person has received in the contact property for reporting purpose/segmentation?

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Yes, there are properties such as "Marketing emails delivered" and "Last marketing email send date".

Hope this helps!