Overview
The rate limit is imposed to prevent inadvertent and malicious overuse of the system. When the rate limit is reached, you may not be able to reply using Kayako, or you could receive the error message "Message was not sent as email limit is reached." when replying to conversations.
Solution
Kayako has a configuration for the outgoing email rate limit. A limit for trial instances is set to avoid spammers taking advantage of using accounts for fraudulent activities. The same concept is applied to paid accounts.
Unfortunately, we can't disclose this limit to customers but if you are getting this error message, you may write to us to request a limit increase to solve this issue. Your request will be sent to the infrastructure team and will be processed in the backend.
Sometimes, you may also encounter this error even if you are only sending a few emails. This may happen if there's some caching issue in the backend of your Kayako instance. This may require some investigation so the support team will need some information from your end.
Either way, you will need to "Contact Us" to resolve this issue:
The support team will send this information to the infrastructure team who will resolve this issue in the backend.
Testing
Once the infrastructure team has increased the limit in the backend or fixes the caching issues, you will receive a confirmation email from the support team and you should be able to send any emails or respond to any conversations without the error message.
ATLAS
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