Qualtrics Emails and SMS Distribution

Overview

Emails

Qualtrics has a default email limit of 500 emails per 7 day period. This includes both distribution and follow-up emails.

    If you anticipate going over this limit please fill out this request form as soon as possible.  The form can be used by senders to adjust their current email limit, as well as be used by new users to request initial limit increases.

SMS

Qualtrics SMS message distribution quotas are given on request and are modified per user through the Qualtrics admin console.  All user types default to 0 quota.
        Requests should be made at least 10 business days in advance.

1 message = 0.7 credits

700 credits = 1000 messages

To request SMS credits please complete this consent form as soon as possible. The form can be used by SMS users to adjust their current SMS quotas, as well as be used by new users to request use of the feature. For each new Qualtrics survey that uses SMS distributions, creators must provide all recipients with the ability to opt in or opt out.

Detail

Email FAQ:

• Should an email limit be increased for a survey owner or for the user sending/scheduling the emails?
  •  The increase must be applied to the account of the user who will be sending the emails. For example, if you are the owner of a survey but a survey collaborator will be sending the emails, the increase must be applied to the collaborator's account.
• Is there a way to track how close I am to my weekly limit?
  • Currently there is no way to track your weekly limit but Qualtrics is working to implement this feature.
• What email types should I consider when requesting a new limit?
  • Consider distribution, reminder, and thank you emails that will all be sent within a 7 day period.

SMS FAQ:

Qualtrics Article on SMS Distribution

• If we have two surveys to distribute for the same study, but they have different owners, each owner should have their own quota, right?  
  • Yes, both owners should have a SMS quota that covers the estimated amount of messages sent for their own projects. Also, both owners should submit separate consent forms since it is important everyone follows the compliance guidelines.
• If a researcher is the owner of multiple research studies' surveys, then their quota should include the surveys from all of the research studies in which they are an owner?
  • Yes
• In the case of being an owner for surveys from multiple studies, should the researcher enter one or all studies?  
  • They can list one or all of their studies. Researchers don't need to submit consent for each project. HOWEVER, researchers should obtain proof of consent from each participant from each project. For instance, if a person is participating in two different studies, the researcher must obtain consent and provide clear opt-out instructions for each study for the one person. Participant consent from one study should not be assumed for any future studies (they might change their minds later or their numbers might change).
• What does it mean for the quota to be "used" by the owner?  
  • When a message is sent, 0.7 credits should be deducted from the owner's SMS quota, no matter who schedules it. However, non-owners must have a quota in order to send, but their quota is not deducted from if they are scheduling distributions for someone else's survey.
• Will the owner be able to see a decrease in their quota and which collaborator scheduled an SMS?  
  • Displayed quotas should be updated every hour. However, like any distribution, Qualtrics does not show which collaborator scheduled the distribution. With SMS distributions, there exists an option to name the distribution, so you could use this field to specify who scheduled it. e.g. "caswella weekly Mondays".
• Since we are estimating the quota, what do we do if we need to adjust it?  
  • You can submit a help ticket or submit the consent form again to request a quota increase. The form generates a ticket when it is completed.
• If you reach your quota, are you no longer able to send SMS for that survey?
  • You would not be able to send SMS for any surveys. If you are scheduling SMS for someone else's survey, but you ran out of your own quota and the other person still has credits, you would need to request additional quota.
• Also of note, there may be cases when a collaborator has more SMS credits available than the project owner. In these cases, the collaborator may schedule more messages than the owner has, which may cause issues. It is important to plan ahead for these cases.