Consent and calling hours
The careful settings are the default ones
Recommended schedule
onShopper’s local time · 24-hour clock
Weekends end an hour early in this example because a stricter state rule applies to the shopper.
Calling and texting people about a purchase is regulated, and the rules change by state and country. ACR starts every campaign with the conservative choice switched on: the shopper's own hours, a consent check, opt-outs handled first and only the countries you allow.
Three layers
Checked when a run starts, and again before every step
Who may be contacted
The consent check, the store's suppression list and the shopper's country decide whether a run can start at all.When
The schedule is worked out in the shopper's local time, with stricter state and country rules, public holidays and per-state daily call limits on top.What happens when they say no
STOP and do-not-contact requests go on the suppression list and end the run, on every channel they apply to.
What you are still responsible for
ACR applies the rules you set and the defaults above. Your store is still responsible for collecting the consent the law requires and for what your campaigns say. These pages describe the product, not legal advice.
Defaults
What a new campaign starts with
Consent
Consent check on
A shopper is contacted on a channel only when the store recorded consent for it, with where and when it was given.Hours
8 am to 9 pm, their time
The recommended schedule, in the shopper's own time zone, with state rules and public holidays applied on top.AI disclosure
Always truthful
The agent says it is an AI whenever it is asked, and that can't be turned off. Whether it also says so when it introduces itself is your choice; by default it gives its name and your brand.Recording
Disclosed where required
If you record calls, the agent says so in states that require everyone's agreement, or on every call if you choose.Countries
United States and Canada
Calls and texts are allowed country by country, and a new campaign allows these two only.Repeat contact
A 30-day cooldown
The same shopper can't enter the same campaign again for 30 days, unless you change it.
Opt-outs
STOP is read before anything else
- Hi Sam, it's Ava from Northline Goods. Your cart is saved: the trail runners in size 9. Want the link to finish your order?
- Yes please. Do they ship by Friday?
- Orders placed before 3 pm ship the same day, so Friday works. Here's your checkout: nlg.co/r/8KQ2
- Done, thanks
Reply STOP to opt out · HELP for help
An incoming text is checked for STOP, HELP and START before the agent reads it. STOP adds the shopper to your store’s suppression list for every channel and ends the run. On a call, a shopper who asks not to be contacted again is added to the list the same way.
You can also add numbers and addresses to the suppression list yourself.
Countries
Allow calls and texts one country at a time
Country permissions
| Country | Calls | Texts |
|---|---|---|
| United States | ||
| Canada | ||
| United Kingdom | ||
| Australia |
A new campaign starts with the United States and Canada on.
Each campaign has its own country list, with calls and texts switched separately. A shopper whose number belongs to a country you have not allowed is skipped, and the reason is written to their history.
Works with the tools you already use
Connect your store, then start from the recommended campaign settings.
Every step
Checked again just before each call, text or email
| What you get | Growth Dept ACR |
|---|---|
| Still no orderAn order from the shopper cancels the steps still waiting. | |
| Not opted outThe shopper is not on the suppression list for this channel and has not asked not to be contacted. | |
| Not handed offNo hand-off to your team is open for this shopper. | |
| Inside the allowed hoursIt is within the schedule in the shopper's local time and no stricter rule applies today. |
On before the first call
Defaults that protect the shopper and the store
8–9
Calls and texts in the shopper's own hours
The recommended schedule is 8 am to 9 pm where the shopper is, with stricter state and country rules and public holidays applied on top.
STOP
An opt-out is read before anything else
STOP, HELP and START are handled before any other reply. An opt-out adds the shopper to the store's suppression list and ends the run.
Order
A purchase ends the outreach
When the order arrives from the store, every step still waiting is cancelled and the order is matched to the campaign that earned it.
Questions
Questions about this part of ACR
Something not covered here?
Ask us on a call, or read the full list of questions.
- 01
Do shoppers need to have given consent?
The consent check is on by default for every new campaign: a shopper is contacted on a channel only when the store has a record of consent for it, such as the text-message opt-in at checkout. Your store is responsible for collecting the consent the law requires. See the compliance page. - 02
When will ACR call or text?
The recommended schedule is 8 am to 9 pm in the shopper’s local time. Stricter state and country rules, public holidays and per-state daily call limits apply on top. You can set your own days and hours instead, and the legal limits still apply. - 03
What happens when someone replies STOP?
STOP, HELP and START are read before anything else. STOP adds the shopper to your store’s suppression list for every channel and ends the outreach. HELP gets a reply with your store’s name and how to opt out. START lifts that opt-out and records consent to texts. - 04
Which countries can it reach?
You allow calls and texts country by country. A new campaign allows the United States and Canada only. Email is not limited by country. - 05
Are calls recorded?
Recording is a campaign setting, on by default. The agent says the call is recorded in states that require everyone on the call to agree and whenever the shopper’s state is unknown, or on every call if you choose.
Keep exploring
More of the product
Find out what your abandoned checkouts are worth
Book a 45-minute call with the Growth Dept team. We look at your checkout, where your shoppers are and which channels suit them, and tell you whether ACR fits.