Emails can be sent through Freshworks CRM in the following ways - Individual emails, bulk emailsworkflow automation emails and sales sequences.

ARTICLE NAVIGATION

Emails and Active Users

Individual emails are those emails used for person to person communication which generally deals with specific conversations and messages. Whereas, bulk emails, workflows and sales sequences would include event marketing mails, schedulers, campaigns and mass communication mails which usually have generic content. 

Every account registered in Freshworks CRM, be it for a free plan or a paid plan will have a certain limit for the emails sent out per day based on the number of users per account.

Each of these users may either be active or inactive users. Only the active users are permitted to use the email feature. 

Check What happens when you deactivate a user? to know more about active or inactive users.


Note: If you have connected to your custom email provider (like Gmail or Office 365), then you will be able to send upto 300 emails though your connected mailbox. Once you have exhausted this limit, it will automatically switch to Freshworks CRM SMTP and continue sending through that. The limits in this article apply only when you are sending through Freshworks CRM SMTP.

Daily email limits for Freshworks CRM SMTP

Depends on No. of active users


“ = [ ] * No. of active users “

PLANS

Free

Growth

Pro

Enterprise

INDIVIDUAL MAIL

[50]

[200]

[500]

[1000]

BULK MAIL

[0]

[250]

[1000]

[5000]

WORKFLOWS

TO LEAD

[0]

[500]

[1000]

[2000]

TO OWNER

[0]

[500]

[1000]

[2000]

SALES SEQUENCES

[0]

[500]

[1000]

[2000]







For Trial Users

Bulk email

Workflows (to owner)

Workflows (to lead)

Sales sequences

Individual emails

Daily limits for the entire account (irrespective of number of users)

250

100

100

100

100 

How to calculate the email limit per day?

The outgoing email limit varies for each plan. For ex: Say, you have registered for the

Enterprise plan, and the number of active users in your account are 10. The per day bulk email limit for your account would be 1000*10=10000. Similarly, refer the table above for the other plans. 

How to cap the number of emails sent by users per day?

Admins can define email limits for users by creating a custom role and assigning respective users with the role. The limits mentioned above are default Email limits for the default roles. Admins can set custom email limits for the following: 

  • Individual emails or the transactional emails sent out per day.

  • Bulk emails sent per day.

  • Sales Sequences emails sent by a user for the day. 


Admin can also restrain the user from sending Emails from Freshworks CRM by unchecking the checkbox under the Emails tab in custom roles.


 

Note: 
1. Each limit specified is on a per day basis. Once this limit is exhausted for the day, log in the next day to send the pending emails.
2. 12 AM to 11.59 PM GMT is considered as one day.
3. The limit specified in the above table is for an entire account, i.e: Say for ex: Under the Growth plan, if the account has 20 active users, then the limit for the entire account for that day is 200*20= 4000 individual mails. A single user from that account can avail all 4000 mails or it can be split amongst the active users in that account.
4. For other queries, contact crm-support@freshworks.com .

How to view the email usage for bulk email?

For bulk emails, additional records can be added from the email overlay section even after selecting multiple contacts from the list view. 

Note: Up to 25 additional records can be added.

Users can view the bulk email usage details  from the email overlay page when required by clicking on the blue tag on the top right corner. A warning message would also pop up when the limit is going to get exhausted.