Timing, follow-ups and quiet hours
You choose how long each flow waits before its first text. Quiet hours then make sure nothing lands at a bad time of day.
Changing a flow’s timing
- Go to Flows and open the flow.
- Click Edit timing (owners only).
- Pick the delay and the follow-up, then Save timing. It applies to the next texts the flow sends.
| Flow | First text | Default |
|---|---|---|
| Abandoned cart | 15 or 30 minutes, 1, 2 or 4 hours after the cart is left | 1 hour |
| Post-purchase | 5, 10 or 30 minutes, or 1 hour after the order | 10 minutes |
| Review requests | 1, 3, 5, 7 or 14 days after delivery (10 days after it ships if no delivery is reported) | 3 days |
Follow-up: if the customer doesn’t reply, one gentle follow-up after 12 hours, 1 day (default) or 2 days. Then the assistant stops.
Quiet hours
Texts only go out in the customer’s local daytime, worked out from the state in their Shopify address.
- Default send window: 8 AM to 9 PM in the customer’s time zone.
- Narrower windows: 9 AM to 8 PM, or 10 AM to 7 PM. Change it in Settings › Texting rules › Quiet hours.
- Unknown time zone: we only send when it’s daytime in every US time zone, Hawaii and Alaska included.
- Live conversations: replies continue while a customer is texting. If they write at 10 PM, they still get an answer.
A text that falls in quiet hours waits for the next morning in the window. It isn’t skipped.
What never changes
These are always on and can’t be switched off:
- Consent is checked before every send.
- No link or code before the customer replies.
- Codes stay within your cap and work once.
- Quiet hours in the customer’s time zone.