Some SMS messages sent from the Total Expert platform respect a sending window, which determines the allowable times when restricted message types can be delivered to a recipient. A restricted message that is triggered to be sent outside of the window is queued and delivered at the start time of the next sending window.
An organization can configure its preferred window via organization settings. Contact your implementation manager or customer success manager for more information on organization settings.
Note: The sending window settings apply the start and end time of each day’s window. The same window is used 7 days a week.
The default sending window in Total Expert is set to 8am–4pm Central Time. For a nationwide coverage client to be TCPA compliant with national and state regulations, we would recommend setting this to 10am–7pm Central Time to ensure that messages are not sent between 8pm and 8am in the recipient’s local time zone.
If a message of one of the following restricted types is triggered outside the sending window, it is not delivered immediately. It is queued and delivered at the start time of the next sending window.
- Direct messages triggered from journeys
- Opt-in requests triggered from journeys
- Bulk messages sent from the contact list
- Bulk opt-in requests
Message types that are not restricted (and so can be sent and delivered outside the sending window) are:
- Direct messages sent using the chat widget
- Direct messages sent from the mobile app
- Single opt-in requests from the contact list or contact details page
Warning: Because these message types do not respect the sending window, use them with discretion during times outside your organization’s window.