Rate Limit Error When You Respond to Conversations

Overview

The rate limit is imposed to prevent inadvertent and malicious overuse of the system. When the rate limit is reached, you may not be able to reply using Kayako, or you could receive the error message "Message was not sent as email limit is reached." when replying to conversations.

Solution

Kayako has a configuration for the outgoing email rate limit. A limit for trial instances is set to avoid spammers taking advantage of using accounts for fraudulent activities. The same concept is applied to paid accounts.

<supportagent> Agents only: In Kayako, all the instances types are Trial, and hence trial limit is used for all instances, regardless of whether they are on trial or paid. Refer ticket 3604160 </supportagent>

Unfortunately, we can't disclose this limit to customers but if you are getting this error message, you may write to us to request a limit increase to solve this issue. Your request will be sent to the infrastructure team and will be processed in the backend.

Sometimes, you may also encounter this error even if you are only sending a few emails. This may happen if there's some caching issue in the backend of your Kayako instance. This may require some investigation so the support team will need some information from your end.

Either way, you will need to reach out to the support team to resolve this issue:

1. Click the Submit a ticket button at the top or at the bottom of this page or click this submit a request link. If you already have an open ticket for this issue, please proceed to step 2.
2. In your ticket, provide the details of the issue including a screenshot of the error if there's any.
   • Write a short description of the issue and include information such as:
     • How many emails are you trying to send or conversations you are trying to respond when the error appears?
     • How frequently does the error come up?
     • Are you sending email with large attachments?
   • A reproduction video is preferred if available. This will help us expedite the solution should there be a need to investigate the issue further.
   • If you are allowing support to impersonate your account for troubleshooting purposes, please include an explicit approval on the ticket along with the email address of your Kayako administrator account.
   • Please include in your email if you are on a trial period or paid account.

The support team will send this information to the infrastructure team who will resolve this issue in the backend.

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Testing

Once the infrastructure team has increased the limit in the backend or fixes the caching issues, you will receive a confirmation email from the support team and you should be able to send any emails or respond to any conversations without the error message.

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