Governance & compliance

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.

Every brand has a frequency cap: the intended maximum number of messages a single recipient should receive from this brand within a rolling 7-day window. The cap is set by an admin, shown in the campaign editor so you can see what you're working against, and recorded on each campaign alongside the override decision below.

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.

The List health section of every campaign detail page shows the opt-out count and rate for that campaign. There is no brand-wide opt-out report in the UI today — under the hood, 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.

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).