MSI sales emails and communication limits | Community
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Danielle_Wong
Danielle_Wong
Community Manager
May 14, 2025
Solved

MSI sales emails and communication limits

Do MSI emails go towards communication limits? 

uditmathur
uditmathurAccepted solution
Community Manager
May 15, 2025

Hi @jesserca29 ,

The document you are referring is outdated now. Kindly recheck before sending this could lead to mis-communication.

Operational Emails are NOT counted towards Communication limits. These mails are designed for operational purpose & meant to be sent ONLY as a response against definitive action performed by leads.

Although you have the option to un-block marketing emails as well from communication limits, but than this will nullify the very cause of using communication limits. 

 

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7 replies

jesserca29
jesserca29
Level 2
May 14, 2025

They don't! Check out this article: https://nation.marketo.com/t5/marketo-whisperer-blogs/how-do-communication-limits-work/ba-p/246106

 

  1. What emails count towards communication limits?

 

Almost all emails, even operational emails are counted against communication limits. Here’s an idea in the community to exclude operational emails from communication limits. A couple notable exceptions:

 

  • Any sales insight emails without the unsubscribe footer and alerts, or those sent through the Sales Insight email plug-ins for Outlook or Gmail.
  • Marketo Mobile Engagement push notifications are not counted in communications limits, and you are not able to apply these limits to push notifications.
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Jess
uditmathur
uditmathurAccepted solution
Community Manager
May 15, 2025

Hi @jesserca29 ,

The document you are referring is outdated now. Kindly recheck before sending this could lead to mis-communication.

Operational Emails are NOT counted towards Communication limits. These mails are designed for operational purpose & meant to be sent ONLY as a response against definitive action performed by leads.

Although you have the option to un-block marketing emails as well from communication limits, but than this will nullify the very cause of using communication limits. 

 

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    jesserca29
    jesserca29
    Level 2
    May 16, 2025

    Thanks for the update. Is there documentation I could share with my team to share this? 

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    Jess
    rcoppol98
    rcoppol98
    Level 2
    May 14, 2025

    They should not, since MSI emails do not reach your external audience, and your external audience is the group that communication limits effect.

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    SanfordWhiteman
    SanfordWhiteman
    Level 10
    May 15, 2025
    They should not, since MSI emails do not reach your external audience

    ? Trying to parse what you mean here. MSI emails can go to any record that’s synced to SFDC.

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    Michael_Florin-2
    Michael_Florin-2
    Level 10
    May 14, 2025

    To be honest: I don't know. But I'd assume they don't - if you trigger them from Salesforce directly as "Send Email" action. If you call a Smart Campaign that sends the email, they most likely will.

     

    Documentation also hints in that direction. It says that Comms Limits are actually limits to Smart Campaign sends but also apply to Email Program and Engagement Program sends.

     

    https://experienceleague.adobe.com/en/docs/marketo/using/product-docs/administration/email-setup/enable-communication-limits

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