Active contacts are all contacts who have been part of the marketing activities in the past 30 days. Any contact that has been added to one of the following activities will be considered an active contact:
Added to or Removed from a Journey
Why are Active contacts useful?
Pay for usage, not storage: The price is calculated only for contacts that are used in a campaign, not those that are stored.
Maintain a bigger pool of contacts at no additional cost: Freshworks CRM does not place a cap on the volume of storage of contacts. Hence, you can import contacts that will not be charged for when they are not used in the MAS module
How are active contacts calculated?
Any contact that has been added to one of the activities mentioned above are considered as active contacts. Your account is given a predetermined number of units of active contacts every month. Every time a contact is added to marketing activity, it is considered an active contact and consumes one unit.
Consider your CRM contains 20000 contacts, and your account has a quota of 5000 Active Contacts, only 5000 of your contacts are eligible to be used in any marketing activity for the month. This can be anything from an email campaign to a journey. However, the number of emails that can be sent to these active contacts depends on the plan:
|Plan||Number of emails permitted |
|Growth||3x email limit|
|Pro||5x email limit|
|Enterprise||10x email limit|
|x is the number of active contacts purchased|
The rest of the 15,000 contacts cannot be used in any marketing activities.
Every plan in Marketing Cloud and Customer-for-Life Cloud comes with a set of free active contacts. Here is the number of free active contacts provided in your Freshworks CRM account based on the plan.
What happens when the quota of active contacts is exhausted?
A customer can always purchase more active contacts as an add-on. Active contacts can be purchased in the multiples of 5000.
When the active contacts limit for a month is exhausted, users will not be able to send more marketing campaigns. Users have only two ways forward:
Buy more active contacts
Wait till the start of the next cycle when the limit resets
How to buy more quota for active contacts?
To buy more quota for active contacts, follow these steps:
Go to Admin settings > Plans and Billing
Click Manage Plans. This opens the subscription details page.
Click the Active contacts checkbox and select the number of active contacts you need for your account by using the slider. This add-on is automatically renewed in your next billing cycle.