Delivery Settings for Retention Triggers
The account-level settings: how many automated messages a customer can receive per week, how the rolling limit counts, and what happens without Klaviyo.
The account-level settings that apply across every automated message — how often a customer can hear from you, and what happens when Klaviyo isn’t connected.
What is it?
Most settings live on the individual message. Delivery settings is the exception: one card on Settings → Automated messages that governs every scheduled message at once.
Most messages per customer, per week
The single setting on this card. It caps how often one customer can be messaged, counted over a rolling 7 days — not a calendar week. A customer who is at the limit is skipped until they fall back under it.
Each message type keeps to this limit on its own. Setting it to
2allows two Review Requests in a week and two Points reminders — it is not a total across every kind of message. Budget accordingly: the more message types you switch on, the more mail a customer can receive.
Choosing a number
| Setting | What it means in practice |
|---|---|
| 1 | The most conservative option. One of each message type per week, at most. |
| 2–3 | Typical. Enough headroom that a review request and a reminder can both land in the same week without one being dropped. |
| 4+ | Rarely worth it. Past this the limit stops being a safety net, and the timing settings on each message are doing all the work. |
The two referral messages don’t count toward this limit and aren’t capped by it. They fire the moment a referral link is claimed or a reward pays out, which is the only time they’re worth reading.
The Klaviyo connection notice
If Klaviyo isn’t connected, a notice appears at the top of the Automated messages page.
Your settings still save without Klaviyo — nothing sends. Reorbit will keep selecting audiences on schedule, and every one of them has nowhere to go. Connect Klaviyo and the next run delivers normally. (See Connecting Integrations.)
Tips and best practices
- Start at 2 and only raise it if messages are visibly being dropped. It’s easier to loosen a limit than to apologise for a flood.
- Remember the limit is per message type. Switching on a fourth message type raises the ceiling on total mail without you touching this number.
- Set this before switching messages on, not after — the limit only applies to runs that happen after you save it.
FAQ
How many messages will one customer get?
No more than this limit allows for each message type, counted over a rolling 7 days, plus any referral messages — those are uncapped and only fire on a real referral event.
Is the week a calendar week?
No. It’s a rolling 7 days, so a customer messaged on a Friday isn’t reset by the weekend.
What happens to someone who hits the limit?
They’re skipped for that run, not queued. If they still qualify once they fall back under the limit, a later run picks them up.
Do referral emails count toward the limit?
No. They’re event-driven rather than scheduled, so they’re neither capped by this setting nor counted against it.
Next steps
- Next: Setting up retention triggers — configure the individual messages.
- Related: What are retention triggers? · Connecting Integrations
Common questions
- How many messages will one customer get?
- No more than this limit allows for each message type, counted over a rolling 7 days, plus any referral messages — those are uncapped and only fire on a real referral event.
- Is the week a calendar week?
- No. It's a rolling 7 days, so a customer messaged on a Friday isn't reset by the weekend.
- What happens to someone who hits the limit?
- They're skipped for that run, not queued. If they still qualify once they fall back under the limit, a later run picks them up.
- Do referral emails count toward the limit?
- No. They're event-driven rather than scheduled, so they're neither capped by this setting nor counted against it.