Clients

Consent & marketing permission

What each client has agreed to receive, tracked per channel and per phone number or account — so the assistant only messages people it’s allowed to.

Two kinds of messages

Kind	Examples	Needs
Service messages	Reminders, waitlist offers, “how did we do?”, booking changes	The client hasn’t opted out on that channel. For a text you start, they agreed to texts or wrote in the last 24 hours.
Marketing	Comebacks and win-backs	Marketing permission on that channel, recorded as granted.

Replies to a client who just wrote to you are always allowed (within each channel’s time limits).

How permission is recorded

What happens	What is recorded
A client messages you	Service messages allowed on that channel (if nothing was on file).
They agree to text reminders while texting you from that number	Service texts allowed.
They agree to text reminders in another chat (web, Instagram, WhatsApp)	Nothing yet: the number gets one text, “Reply YES to get appointment reminders by text”. Service texts are allowed once that number replies YES (within 7 days).
A caller you missed gets a text back	Service texts allowed for that number.
Your team ticks “They agreed to get appointment texts” on a new client	Service texts allowed.
They text STOP (or UNSUBSCRIBE, BAJA…)	Everything off on that channel.
They text START	Service messages back on. Marketing stays off.
They text CANCEL (SMS)	Marketing off only.
They ask in their own words (“please stop texting me”, “no me escriban más”)	Marketing off at once, and the chat goes to your team to confirm the rest. The assistant never handles an opt-out request.
Your team uses Record an opt-out	Off for the channel and kind you choose.
Canadian business, Canadian mobile, a completed visit in the last 2 years	Marketing allowed on WhatsApp and SMS (Canada’s “implied consent” for existing customers). Recorded with the visit and an end date.
You import a client whose last visit was under 2 years ago	Service and marketing messages allowed on WhatsApp and SMS until 2 years after that visit — unless your file says they don’t want marketing. Opt-outs in the file are recorded as opt-outs.

Important

Marketing permission is recorded by the existing-customer rules above: the Canadian implied-consent rule, and clients you import with a visit in the last two years.

Other clients — for example new US clients who simply message you — show “No permission to message them on any channel” on the Comebacks page, and don’t get comebacks.

Permission follows the number

A STOP from a phone number applies to everyone who shares that number — a family phone goes quiet for all of them.
Your team can record an opt-out, but can’t override a STOP the client sent.
Merging two profiles keeps any opt-out from either one.
Erasing a client keeps a scrambled record of their opt-out, so a returning number doesn’t get marketing by mistake.

Quiet hours

Comebacks and appointment reminders go out only between 10:00 and 19:00 by default (Settings → Messages & reminders → Sending hours). Comebacks also never go out on Sundays by default. Messages about changes your team made wait until 08:00–21:00.

Note

A reminder due outside those hours waits until they start. If that would be too late for the appointment (an early appointment with a short reminder), it goes out the evening before instead — unless the client already got a reminder for it, or booked after that.