Understanding Concierge SMS sending windows
Concierge SMS sends scheduled outbound messages during approved sending windows based on the customer's local time zone. These sending windows help ensure customers receive messages at appropriate times and support compliance with SMS requirements.
This guide explains how Concierge SMS sending windows work.
- Shopify Checkout Integration
- Migrated Shopify Checkout Integration
How Concierge SMS determines when to send messages
Concierge SMS evaluates sending windows using the customer's local time zone, not your store's time zone.
Recharge determines the customer's local time zone using their phone number. If Recharge cannot determine the customer's local time zone, Concierge SMS uses US Eastern time as a fallback.
Scheduled messages are typically sent during the middle of the day in the customer's local time zone. Some scheduled messages may be sent during a randomized afternoon window.
Sending windows by country
Scheduled outbound messages are sent only during the approved sending window for the customer's region.
| Country | Sending window |
|---|---|
| United States | 8:00 AM–8:30 PM local time |
| Canada | 8:00 AM–8:30 PM local time |
| United Kingdom | 9:00 AM–8:30 PM local time |
If Concierge SMS cannot determine the customer's region, the United States sending window is used.
How sending windows affect scheduled messages
Sending windows apply to scheduled outbound messages sent by Concierge SMS, including upcoming order reminders, order confirmations, cancellation confirmations, surveys, and other automated notifications.
Concierge SMS does not send scheduled outbound messages outside the approved sending window. Messages that fall outside the sending window are blocked and are not automatically rescheduled.
The sending window ends at 8:30 PM local time to provide a compliance buffer before later evening messaging restrictions.
Customer-initiated conversations
Sending windows apply only to scheduled outbound messages initiated by Concierge SMS.
When a customer replies to a Concierge SMS message, Concierge can respond in real time regardless of the time of day. Customer-initiated conversations are not restricted by sending windows.
Customizing sending windows
Concierge SMS sending windows are not merchant-configurable. Sending windows are set by region and automatically applied to all scheduled outbound messages.
