Email throttling FAQs
Is throttling applied to my entire account?
No. Throttling is always applied at the individual survey level. If one survey is throttled, your other surveys continue to send normally.
Can I still collect responses while a survey is throttled?
Yes. Throttling only affects the rate of outgoing email invitations. The survey link remains active, respondents can still submit responses, and you retain full access to results, contacts, and reporting.
How long does throttling last?
It depends on how quickly your bounce and complaint rates improve. The system re-evaluates every 15 minutes and automatically increases the send rate as metrics improve. If your contact list is clean and rates drop below thresholds, the survey can return to full send speed within hours.
What should I do if a survey is throttled?
Go to the Survey Deliverability page to identify which surveys are affected and to review their bounce and complaint rates. Open the affected survey's contact list, filter for bounced contacts, and correct or remove invalid addresses. As the rates improve, throttling will lift automatically.
Do I need to warm up my account before sending?
No. Account-level and survey-level warm-up periods have been removed. New surveys can begin sending immediately.
What is the difference between At Risk and Throttled?
At Risk means the survey's bounce rate is elevated (above 5% but below 10%) and may be throttled depending on overall regional conditions. Throttled means the survey's send rate has been actively reduced. At Risk is a warning; Throttled is active enforcement.
Will high bounce rates on one survey affect my other surveys?
Throttling is applied per survey, so a throttled survey won't directly slow other surveys. However, your sending domain's reputation with external email providers (Google, Outlook, etc.) is shared across all emails sent from your account. Persistent deliverability issues on any survey can degrade your domain's reputation and reduce inbox placement rates across all of your surveys over time.
What counts as a complaint?
A complaint is recorded when recipients actively mark your email as spam or unwanted in their email client. It is triggered by a recipient's deliberate action and not by automated spam filters.
