Quiet hours and texting rules
When Carbonset sends texts, when it holds them, and the rules carriers expect you to follow.
Follow-up texts are the fastest way to get an answer and the fastest way to annoy someone. Carbonset holds texts to a window that works for both.
The window
Texts go out between 8:00 and 21:00 in your customer's time zone. Emails and call tasks are not held: an email waits in an inbox, and call tasks only go to your own team.
We work out the customer's time zone from the ZIP code of the job site. No ZIP, we use your office's.
What happens to a held text
A text scheduled for 7:00 waits until 8:00 the same day. A text scheduled for 21:30 goes at 8:00 on the next day that sends are allowed. The quote's timeline shows the new time, and the Outbox marks the text Held.
| Scheduled | Weekends | Goes out |
|---|---|---|
| Thu 7:00 | off | Thu 8:00 |
| Fri 21:30 | off | Mon 8:00 |
| Sat 9:00 | off | Mon 9:00 |
| Sat 9:00 | on | Sat 9:00 |
Opt-outs
The first text on every quote ends with "Reply STOP to opt out." When someone replies STOP, UNSUBSCRIBE, CANCEL, END or QUIT, texts from your company stop on every quote, right away. Emails and your own call tasks continue unless you mark the quote lost.
To get texts again, the customer texts START to your number. You can't switch it back on for them.
What not to send
- Texts to numbers you found somewhere. Only text customers who gave you their number for this job.
- Marketing blasts. A cadence follows up on a quote; it isn't a newsletter.
- Links to anything but the quote. Carriers filter texts with shortened or unfamiliar links.
Carriers can block a number after complaints. If more than one or two people a month reply STOP, read your messages again: they're probably too frequent or too long.
Changing your quiet hours
Owners can narrow the window in Settings, for example to 9:00 to 19:00. You can't widen it past 8:00 to 21:00.