How to Best Use Global Communication Limits


In this article, we will be talking about the best practices for limiting communications coming from Core iQ. We will explore the following topics:

  • How to think about the Global Communications Limit setting
  • What other banks and credit unions have found that works for them

What is the Global Communication Limit?

The Global Communication Limit is a setting found in the Bank & Core Import Setup area under the Application Settings tab. This feature allows you to create an overarching rule that limits the amount of communications that any one customer can receive during a period of time. You can set a global frequency and timespan within this section, and Core iQ will Remove any communications that exceed the set amount.

Once this limit is reached, the only items that can be queued for a customer are those marked as Mandatory Messages in their Communications Category.

If you choose to utilize this feature, then it is important to think through the limitations and issues that may arise from these settings. This limit operates on a ‘first in, first out’ basis over the course of the set timespan. This means that regardless of priority, the first items to queue for the customer will count against this limit, and Core iQ will send each of the items until the limit has been reached. Once a customer has reached their Global Communication Limit, every non-mandatory message that is queued for them will automatically be Removed by Core iQ. The only way to override this feature after the limit has been reached is to increase the limit or make the communication a Mandatory Message, in which case Core iQ will ignore all exclusions setup within the system.

How are other financial institutions using Global Communication Limits?

Many of our customers have asked us about how to best implement these Global Communication Limits. While we cannot speak to what will work best for you, we can speak to how other banks and credit unions are utilizing this feature. The most important piece to this puzzle is to assess what is regularly going out of your automated schedules within the platform. Because Core iQ allows you to limit the number of times a person can receive any template, starting with an analysis of your automation and template settings is integral. If you feel your templates are not being sent too often and your automated schedules look good, then you may not need to use the Global Communication Limits feature. Many of our customers leverage the template and automation limits found in Core iQ to keep from over communicating with their customers.

If you feel the limit is not enough for your financial institution, then you might assess whether 3 communications a week is a good starting place or not. On average, our clients using this feature tend to limit their communications to around this amount. This, of course, means that sometimes an automated item doesn’t get delivered to a customer, but they are accepting of that limitation. After looking at your automated schedules, if you feel that in the “worst-case scenario”, you would never want a customer to receive more than 3 communications in a week, then this number might be right for you.

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