About SMS quiet hours

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About SMS Quiet Hours

SMS Quiet Hours are an important feature designed to help you manage your SMS marketing campaigns effectively and within legal boundaries. This article provides a comprehensive overview of SMS quiet hours, why they matter, and how to configure them to suit your business needs.

Introduction

SMS notifications are often perceived as more urgent and intrusive compared to other forms of communication, making the timing of these messages critical. Quiet hours are defined periods during which marketers should refrain from sending SMS messages to avoid disturbing their customers. Many countries enforce laws regulating the hours during which businesses can send marketing SMS, as sending messages during unreasonable hours can lead to increased unsubscribe rates, customer complaints, and negative brand perception.

Understanding and adhering to SMS quiet hours is essential for maintaining compliance with regional regulations and improving your engagement rates. This article will guide you through the importance of SMS quiet hours, how to access and configure them within ActiveCampaign, and best practices to follow.

How to Access This Feature

To manage SMS quiet hours in ActiveCampaign, you must have an active SMS add-on available on a Plus, Professional, or Enterprise plan. Only Account Admins have permission to configure these settings.

1. Log into your ActiveCampaign account. 2. Navigate to the SMS section in the left menu. 3. Click on Sending options to view and configure your SMS quiet hours settings.

Step-by-Step Instructions

Follow these steps to configure your SMS quiet hours:

1. **Navigate to SMS Settings**: Click on SMS in the left menu, then select Sending options.

2. **Set Quiet Hours**: You will see options to define the quiet hours for sending SMS messages. Use the dropdown menus to select the start and end times for your quiet hours.

3. **Save Your Configuration**: After adjusting the quiet hours, make sure to click the Save button to apply your changes.

Note: If you send messages to recipients in different countries, you can adjust the quiet hours accordingly. However, you cannot set separate sets of quiet hours for different countries, as the reconfigured quiet hours will apply to EST in the United States, GMT in the United Kingdom, and AEST in Australia.

Configuration Options and Settings

ActiveCampaign provides default quiet hours based on geographic location to ensure compliance:

- **United States**: Default quiet hours are between 6:45 PM to 11 AM EST. - **United Kingdom**: Default quiet hours are configured from 6:45 PM to 11 AM GMT. - **Australia**: Default quiet hours are set from 6:45 PM to 11 AM AEST.

You can customize the quiet hours by following the step-by-step instructions provided earlier.

It's important to remember that if you're sending SMS messages to recipients in varying time zones, you may need to set your quiet hours accordingly, as default settings may not cover those recipients in regions such as Pacific, Alaska, or Hawaii-Aleutian time zones.

Best Practices and Tips

- **Follow Local Regulations**: Always be aware of local laws and regulations regarding SMS sending to ensure compliance. For instance, in the United States, the Telephone Consumer Protection Act requires SMS messages to be sent between 8 AM and 9 PM in the recipient's local time zone.

- **Optimize Sending Times**: Send messages to opted-in contacts between 8 AM and 8 PM to maximize engagement and minimize complaints.

- **Use Automation**: If employing an automation that includes a "Send SMS" action, configure this setup to align with the recipient's time zones, thereby ensuring messages are not sent during quiet hours.

- **Exercise Caution**: Consider the implications of opting out of quiet hour restrictions, as the penalties for violations can be significant.

Troubleshooting

If you experience issues regarding SMS quiet hours, consider the following:

- Verify that you are logged in as an Account Admin, as only this role has permission to adjust quiet hours.

- Double-check your configured quiet hours to ensure they are set within permissible limits.

- If you receive warnings about sending messages during quiet hours, consider rescheduling your campaign to avoid any compliance issues.

In case the problem persists, you may want to consult with ActiveCampaign's support team for further assistance.

Frequently Asked Questions (FAQ)

Q1: What are SMS quiet hours? A1: SMS quiet hours are designated times during which marketers should refrain from sending SMS messages to avoid disturbing customers, typically mandated by local laws.

Q2: How do I configure my SMS quiet hours in ActiveCampaign? A2: Go to the SMS section, click on Sending options, set your preferred quiet hours using the dropdowns, and then click Save.

Q3: What are the default quiet hours for the United States? A3: The default quiet hours are set from 6:45 PM to 11 AM EST.

Q4: Can I set different quiet hours for different countries in ActiveCampaign? A4: No, you cannot have separate sets of quiet hours for different countries; the adjustments apply per geographic location based on EST, GMT, or AEST.

Q5: Why should I avoid sending SMS during quiet hours? A5: Sending SMS during quiet hours can lead to increased unsubscribe rates, complaints, and potentially violate local SMS regulations.

Q6: Can I opt out of quiet hour restrictions in ActiveCampaign? A6: Yes, you can opt out of quiet hour restrictions, but be cautious as non-compliance can result in severe penalties.

Q7: What happens if I schedule a message to send during quiet hours? A7: ActiveCampaign will display a warning indicating that the scheduled message violates quiet hour regulations, encouraging you to send it later.

For further information on this topic or related matters, be sure to check ActiveCampaign’s documentation or consult with your legal advisor for legal considerations regarding SMS marketing. ```