Compliance Settings
Compliance Settings
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The Compliance tab gives you access to all compliance-related features in Yotpo SMS & Email: SMS Quiet hours, Smart Sending, and Service messages. While we strive to offer useful information as a starting point, Yotpo SMS & Email advises all merchants to seek professional legal advice to ensure that all marketing campaigns are sent in full compliance with applicable laws.
SMS Quiet hours
SMS Quiet hours lets you choose a period during which text messages will not be sent to customers. The message delivery will be postponed to a later time and sent as soon as the quiet hours period has ended.
You can easily enable the feature from the Status drop-down menu and then select the start and the end of the quiet hours period.
The interval is set according to your time zone, which you can adjust in the General tab. When messages are sent, Yotpo dynamically adjusts the timing based on the recipient's time zone.
Please note:
SMS Quiet hours are ignored for flows using the following triggers:
SMS Quiet hours are ignored for flows using the following triggers:
- New Subscriber Confirmation
- Order Created and Order Refund
- Product Subscription Confirmation, Product Subscription Cancelled, and New ReCharge Subscription
While SMS Quiet hours are manually enabled and set up by you, the Enforced quiet hours mechanism automatically prevents messages from being sent to recipients in the US, Canada, and Puerto Rico between 8 PM and 8 AM. This precaution is in place to avoid accidental spamming and aligns with our commitment to privacy, compliance, and responsible messaging practices for Yotpo SMS & Email. Note that Enforced quiet hours ignore messages from flows using the triggers listed above.
Smart Sending
Smart Sending allows you to set a specified time frame to prevent you from spamming recipients by sending marketing messages too close together. Smart Sending hours can be adjusted separately for text messages and emails.
By default, we recommend an 8-hour period between marketing messages. However, you can change it for special occasions, such as holiday campaigns, between a range of 1 to 72 hours, or turn off the feature completely. Note that customers will continue receiving transactional messages during the Smart Sending period. To learn more about the difference between marketing and transactional messages, see Transactional messages FAQs.
You have the option to apply Smart Sending to marketing messages only. For example:
- If the checkbox is marked and the last marketing message was sent at 10:00, the next marketing message can be delivered at 18:00
- If the checkbox is not marked and the last message (marketing OR transactional) was sent at 10:00, the next marketing message can be delivered at 18:00
Please note:
During the Smart Sending interval, customers will not receive any campaign messages. These messages are skipped and will not be automatically resent.
Service Messages
Service messages are SMS responses customers get when they agree to receive marketing text messages. They are used to inform subscribers about their opt-in status or provide help and can also be triggered when subscribers reply to your numbers using predefined keywords. Service messages are mandatory for US and Canadian recipients therefore they cannot be edited. However, merchants with international customers can fully customize their service messages, opt-out keywords, and language, and provide a more personalized and multilingual experience.
Opt-in confirmation message
Here you can personalize the text message customers receive when they agree to become SMS subscribers. To add a new confirmation message, click the country drop-down menu, then Add country, and select one from the list. You can edit the message as you wish. Every time a customer from that country agrees to receive marketing text messages, they will receive the SMS you just created.
HELP/INFO service message
These messages are triggered when customers send one of the help/info keywords listed above the text editor. To create a new Help/Info service message, click the country drop-down menu, then Add country, and select one from the list.
After you’ve selected a country, you can edit the service message to fit your brand and language.
Unsubscribe confirmation message
The last service message is sent to customers after they unsubscribe from your SMS program. Here you can edit the message and add additional keywords that will trigger the message and opt-out subscribers.
Click Add new in the keywords section and type in keywords in the popup. You can choose a word between 3 and 20 characters.
To edit the message, click the country drop-down menu, choose Add country, and select one from the list. Type in the desired message and make it a special one so a customer might decide to resubscribe!
Opt-out text
This section allows you to change the mandatory opt-out language sent at the end of every text message. Note that opt-out text is mandatory for US and Canadian recipients and cannot be edited. To ensure you align with the best practices and regulatory recommendations in France, the opt-out text for this market cannot be edited either.
To add opt-out text for other countries, click the Add country button and select one from the list. A text box will appear where you can change the text before the "Opt-out URL" shortcode.
Don’t forget to save the service message changes from the bottom of the page.
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