Governance & compliance

Sending window

Every brand has a sending window — the hours and days when campaigns are allowed to go out. You set it under Settings → Sending window: a From and To time, the days of the week to send on, and the timezone those times are interpreted in.

The window must be at least one hour long, and the From and To times can't be the same.
The times are interpreted in the timezone you pick on the window — not each viewer's personal timezone.
We only send on the days you select.

Frequency cap

Every brand has a frequency cap: the intended maximum number of messages a single recipient should receive from this brand within a rolling window. It counts messages from every campaign together, and is shown in the campaign editor so you can see what you're working against, and recorded on each campaign alongside the override decision below.

The counting window

You choose how far back the caps look, in days — 7 by default, and anywhere from 1 to 90. One window serves every limit: the combined one and each per-channel one are all counted over the same stretch of days. Widening it counts more of your past sends against each limit, so it holds more people back; narrowing it lets people become eligible again sooner.

Changing the window takes effect on the next send. It re-counts history rather than resetting anything, so a recipient at their limit under a 7-day window may be clear again the moment you shorten it to 3.

Per-channel limits

On top of the combined limit, each delivery channel can carry a limit of its own — RCS, SMS, and email are counted separately. Both apply at once: a recipient is held back from a send when either the combined limit or that campaign's channel limit has been reached. A channel you leave blank has no limit of its own and is bound only by the combined one.

So with a combined limit of 5 and an RCS limit of 2, someone who has already had 2 RCS messages inside the window is skipped from an RCS campaign, but can still receive an SMS or email — up to 5 messages in total.

Where to set them

The counting window, the combined limit, and the per-channel limits are all on your brand's Settings page, under Message frequency. Only the channels your brand is set up for are shown. An admin can also set them from the brand's admin page. Every change is recorded in the activity log, with the before and after values.

Overriding the cap

On the campaign's Delivery settings tab you can mark a campaign as overriding the cap (e.g. for service notifications). Overriding requires a free-text reason — the reason is stored on the campaign so compliance has a record.

START, STOP, and HELP

RCS and SMS rules require that every brand respond to START, STOP, and HELP keywords. RCSync auto-handles all three:

START — sends the configured opt-in confirmation. Use this for users who previously stopped and want to opt back in.
STOP — adds the sender to your brand's suppression list and sends the configured opt-out confirmation. Future campaigns from this brand suppress them automatically.
HELP — sends the configured help reply (typically a one-liner pointing at your support channel).

You set the wording during onboarding and can edit it any time from the sender page (Auto-responses & keywords). Each reply can be up to 1080 characters. You can also add alternate trigger keywords (for example, QUIT alongside STOP), but the original START / STOP / HELP keywords always remain.

Need a custom reply for something else (INFO, HOURS, your support code word)? Add it as a custom auto-response on the same card. Each custom row binds one or more keywords to a single reply that fires automatically on both RCS and SMS. Keywords can’t overlap with the required rows or another custom row.

Unsubscribes, bounces, and complaints (email)

Email has no STOP keyword. Instead, three signals from the mail provider suppress an address automatically:

Unsubscribe — the recipient used the one-click unsubscribe link that RCSync appends to every email footer. You can't remove that link; it's a legal requirement and mailbox providers penalize its absence.
Hard bounce — the address doesn't exist or permanently refused delivery. Repeatedly mailing dead addresses is one of the fastest ways to damage inbox placement, so the address is suppressed the first time it happens.
Spam complaint — the recipient hit “mark as junk”. Treated as an opt-out.

Each is recorded with its own reason, so an unsubscribe and a dead mailbox are distinguishable on the Consent page rather than being flattened into one “opted out”.

Opt-outs

The List health section of every campaign detail page shows the opt-out count and rate for that campaign. For the brand-wide view — every opt-in and opt-out record, searchable and exportable — use the Consent page. Under the hood these are the same records: opt-outs feed your brand's suppression list, and every future send for the brand suppresses them automatically.

The opt-out rate is color-coded on the campaign detail and analytics pages: muted under 0.5%, amber between 0.5% and 2%, red at 2% or above. A red rate is a signal to revisit copy, targeting, or send frequency.

Data retention

RCSync automatically deletes older data so you only hold what you need. You control the windows under Settings → Data retention; each type has a sensible default you can shorten or lengthen:

Engagement history — delivery, open, and reply events behind your analytics (default 13 months).
Audience lists — the recipient list stored on a campaign, removed after the campaign finishes (default 30 days).
Inbound replies — messages people send back, shown on your Inbox (default 30 days).
Generated exports — the CSV files you download from analytics and consent (default 7 days).