Email rate limits
The following table lists the Genesys Cloud entities for email and their applicable limits.
| Entity | Limit | Notes |
|---|---|---|
| Domains | ||
| Custom/Genesys Cloud domains | 2 | |
| Campaign/Agentless domains | 15 | |
| Email addresses | ||
| Email addresses per domain | 1000 | |
| IMAP folders per route | 5 | |
| Email recipients | ||
| To, cc, bcc field | 50 email addresses combined |
For example: 25 To addresses + 20 Cc address + 5 Bcc adresses = Maximum allowed amount |
| Agentless email | 1 email address per send | |
| Message sizes | ||
| Inbound message size (including attachments) – AWS email | 40MB | This limit includes base64 encoding, which adds ~33% to the message size. |
| Inbound message size (including attachments) – IMAP integration | 40MB | |
| Outbound message size (including attachments) – AWS email | 40 MB | |
| Outbound message size (including attachments) – SMTP integration | 40 MB | You must define the server limit on the integration configuration, especially if it is lower than 40 MB. |
| Sending rate limits | ||
| Agentless email | 300 messages per minute | |
| Campaign plus agentless email combined | 3000 messages per minute | |
| Outbound Email Campaigns – per campaign | 1200 messages per minute | A total of 1200 messages per minute across all running campaigns. If you have three running campaigns, they will have to total 1200 messages per minute. |
| Outbound Email Campaigns – per org | 1200 messages per minute | |
| Character limits | ||
| Agentless Email – email body | 3 MB | |
| Agentless Email – subject line | 400 characters | |
| Agentless Email – local part of email address | 64 characters | Local part is john in john@gmail.com |
| Agentless Email – domain name |
253 characters | |
| Agentless Email – Friendly name | 64 characters | |
| Outbound Email Campaigns – domain name | 254 characters | |
| Outbound Email Campaigns – local part | 64 characters | |
| Outbound Email Campaigns – Friendly name | 64 characters | |
| Outbound Email Campaigns – subject line | 400 characters | |
| Outbound Email Campaigns or Agentless Email – Email headers |
998 characters Total number of 30 |
|
| Integrations | ||
| Custom SMTP Integrations |
20 |
|
| IMAP Integrations |
20 |
|
| Integrations per Email domain/address |
1 |
|
| Other limits | ||
| Auto-response from Architect Flow |
1 per conversation |
Auto-replies are limited to one reply per conversation. This should avoid spamming the user with auto-replies, auto-replies recursively replying to auto-replies, and subsequently hitting send limits. |
| Threading for ACD email | 30 days or as set on the threading timeline |
Starts 30 days from the most recent activity on the conversation. When a new email is sent or received on the conversation, the timer starts over. Threading timeline overrides this default. |
| Parked email | 7 days |
After 7 days has passed, the agent gets presented with the interaction on their roster. |
| Reconnect Closed Email | 30 days or threading timeline value |
Follows the TTL for the conversation, which is either 30 days from the most recent activity on the conversation or as defined on the email threading timeline. |
