How often can I talk to the same customer?

How often can I talk to the same customer?

It’s important to adhere to the local communication regulations regarding the frequency in which you can contact your customers.  

Global Rule

Each customer can receive only one message (SMS or Push) every 30 minutes, whether it’s from the Brand or a Store.

Engage Manually Scheduled Target Audience Builder

  1. Brand messages: Up to 5 within any 4-day period, with at least 3 hours between each.

  2. Store messages: Up to 2 within any 6-day period, with at least 1 hour between each.

Smart Campaigns (e.g. Birthday, Cart Abandonment)

Only follow the Global Rule (one message every 30 minutes).

Example

A customer may receive both a Brand and Store message on the same day, as long as:
  1. They're sent at least 31 minutes apart, and
  2. The relevant message limits above (a. and b.) haven't been reached.






You may be interested in reading this article on 'What days can I communicate with my customers?'
 


    • Related Articles

    • Why am I unable to talk to all my customers?

      There could be a number of reasons for this. Possible reasons - The customer has not ordered from you before. - They are not an active customer (customer that has not ordered within the last 12 months). - The customer has opted out of receiving ...

    • What is the Customer Insights Dashboard for Brands?

      The Customer Insights Dashboard Report offers a comprehensive overview of consumer purchase behavior, spanning both store and brand levels. This dynamic report covers essential aspects including Customer Conversion, Online Users by Traffic Source, ...

    • What is the Customer Insights Dashboard for Store Owners?

      The Customer Insights Dashboard Report offers a comprehensive overview of consumer purchase behavior. This dynamic report covers essential aspects including Revenue Performance, Orders by Channel, Orders by Type, Engage Communication, Customer ...

    • What is an active customer?

      Active Customer Base Customers who have ordered from your restaurant or registered in the last 12 months. Classified into: Active: Active customers are those who placed their most recent order within the active window, which is defined as the period ...

    • What is the Customer Profile Report?

      Customer Profile Report Turn customer data into your next competitive edge. The Customer Profile Report was created to give you a clear, actionable view into the behavior, preferences, and engagement history of an individual customer at a specific ...