Limits FAQ

The new communication usage limits of Journey Orchestrator are applicable to which users?

The new communication usage limits are currently applicable only to new Gainsight customers who have purchased packages or add-ons after July 29, 2023.

IMPORTANT: The existing customers will continue with the old communication usage limits.

For more information on the new JO Communication Usage Limits, refer to the Gainsight System Limits article.

How is the participant daily communication usage limit for Journey Orchestrator calculated?

Gainsight automatically tracks the number of participants added to the Journey Orchestrator programs and prevents new participants from being added if the calculated daily communication usage limits are exceeded.

Daily communication usage limits are applied in addition to the monthly communication usage limits.

Daily communication usage limits are calculated as follows:

When the Monthly Communication Usage Limit <= 50k participants, Daily Communication Usage Limit = Monthly Communication Usage Limit
When the Monthly Communication Usage Limit > 50k participants, Daily Communication Usage Limit = (Monthly Communication Usage Limit) divided by (4)
- The maximum Daily Communication Usage Limit = 500k participants (this is configured on a per-tenant basis)

How is the participant monthly communication usage limit for Journey Orchestrator calculated?

Gainsight automatically tracks the number of participants added to the Journey Orchestrator programs and prevents new participants from being added if the calculated monthly communication usage limits are exceeded.

Monthly communication usage limits for each customer are calculated based on the number of customer records allocated to the account at a 1:10 ratio. This means a Gainsight customer with 1,000 customer records is automatically allocated 10,000 Journey Orchestrator participants per month [1,000 Customer Records x 10 = 10,000 participants].

In addition to these monthly communication usage limits, customers can also purchase add-on packages. Each add-on package appends 50,000 participants to a monthly communication usage limit, proportionally increasing the daily communication usage limits.

Note: A maximum of 40 monthly communication usage limits add-on packages can be purchased per account.

Refer the below table for more information on how the daily and monthly communication usage limits are calculated.

(A) Tenants	(B) No. of Customer Records Purchased	(C) Monthly Limit = 10 x Customer Records (B)	(D) Daily Limit = 1/4 th of Monthly limit if >= 50000	(E) No. of purchased Add-ons	(F) Additional monthly limit = 50000 x Add-ons (E)	(G=C+F) New Monthly Limit	(H) New Daily Limit	(I) No. of days to fully consume the monthly limit
Tenant 1	1000	10,000	10,000	0	0	10,000	10,000	1
Tenant 2	20,000	200,000	50,000	20	1,000,000	1,200,000	300,000	4
Tenant 3	50,000	500,000	125,000	10	500,000	1,000,000	250,000	4
Tenant 4	100,000	1,000,000	250,000	30	1,500,000	2,500,000	500,000	5

For Example, consider Tenant3 in the above table as an example.

If the tenant account has 50,000 customer records, the monthly communication usage limit becomes 500,000 (50,000*10). However, if the customer needs a higher monthly communication usage limit, such as 1,000,000, they can purchase 10 Journey Orchestrators add-ons packages of 50,000 each. This adds 500,000 (10*50,000) to an existing monthly communication usage limit (500,000) and the total monthly communication usage limit becomes 1,000,000 (500,000+500,000). The daily communication usage limit becomes 2,50,000 ( 1/4th of the total monthly communication usage limit which is 1,000,000/4).

How are the JO communication usage limits helpful?

By providing dynamic limits and add-on packages, the usage of Journey Orchestrator for the customers can be scaled and ensured that the required capacity is always available to the customers.

What happens if a customer exhausts their JO communication usage limit?

Once the limits are exhausted, participants who are already added to the program before the limit is exhausted will continue their journey and the overhead participants will be moved to the review state and will be added to the program when the program is re-run and the limits are restored. Gainsight also sends a notification to admins in the tenant about the limits exhaustion.

When a JO communication usage limit is exhausted, Gainsight recommends purchasing the Additional 50,000 JO Participants add-on package.

What happens to the remaining participants once the daily or monthly communication usage limits are reached?

Once the daily, monthly, or both communication usage limits are exhausted, the remaining participants in the program are moved to a review state. These participants will continue their journey when the program is re-run the next time and the limits are restored.

Who is considered a JO participant?

Each unique active participant record added to a Journey Orchestrator program is considered as a participant.

If a participant is added to two different programs, does it count as two participants?

Yes, if the same participant record is added to two Journey Orchestrator programs, the system considers it as two different JO participants.

Do customers need to pay for additional JO participants every month or only for the months in which they exceed their communication usage limit?

When a customer purchases an additional JO participants package, the monthly fee is applied for the rest of the contract and future renewal contracts. This officially raises the customers’ JO communication usage limit and prevents the previous cap from ever being exhausted.

What is the limit for operational emails?

You can send up to 50,000 operational emails per day across all programs.

When are operational emails consumed?

Operational emails are consumed when the active participants are added to the program having an operational email element.

What happens when the operational email limit is reached?

Once the operational email limit is reached, additional participants will not be added to the program until the limit is restored.

How can a customer increase their operational email limits?

Purchasing a dedicated Internet Protocol (IP) through your Customer Support Manager (CSM) or Gainsight Support can increase the operational email limit.

At what time do the daily or monthly communication usage limits reset?

The daily communication usage limit is reset at 00:00:00 UTC and the monthly communication usage limit is reset at 00:00:00 UTC on the last calendar day of the month.

For customer data centers in the US region, the limit is reset at 16:00:00 PST daily and the monthly usage is reset at 16:00:00 PST on the last calendar day of the month.

The daily communication usage limit is applicable till what time?

The daily communication usage limit is considered from 00:00:00 UTC to 23:59:59 UTC.

The monthly communication usage limit is applicable till which day?

The monthly communication usage limit is considered from 00:00:00 UTC on the first day of the month to 23:59:59 UTC on the last calendar day of the month.