Overview
The Auto Resend Welcome feature automatically resends welcome messages to customers who have not opted in within a configured time period. This helps increase opt-in rates by giving customers an additional opportunity to respond, without requiring manual follow-up from operators.
Carriers using this functionality have seen positive impact on their opt-in rate. In the example below, one carrier experienced an opt-in rate increase to 74% from May to August 2021.
Who Has Access
- This feature is available to System Admins.
- Only system admins can enable, configure, or disable the Auto Resend Welcome setting.
Where to Find It
System admins can configure this feature by navigating to:
Settings → Organization → Auto Resend Welcome
From this page, admins can enable the feature and manage resend timing, frequency, and sending hours.
How It Works
When Auto Resend Welcome is enabled:
- A welcome message is initially sent to the customer.
- If the customer does not opt in within the configured duration, the system automatically resends the welcome message.
- The system will resend the message based on:
- The configured time delay
- The number of allowed resend attempts
- The defined active sending hours
This process continues until the customer opts in or the maximum number of resend attempts is reached.
Configuration Options
Duration Before Resend (Hours)
- Determines how long the system waits before resending the welcome message.
- Must be between 24 and 1000 hours.
Number of Resend Attempts
- Controls how many times the welcome message can be resent.
- Must be between 1 and 3 attempts.
Timezone
- This setting determines the specific timezone that will be used when scheduling the welcome message. By selecting the appropriate timezone, you ensure that the welcome message is sent at the correct local time for your audience, making the communication more timely and relevant.
Active Sending Hours
Admins can define specific days and times when resend messages are allowed to be sent.
- Messages are sent only during the configured hours
- All sending hours are based on UTC (Coordinated Universal Time)
- This ensures messages are delivered during appropriate time windows and helps avoid sending messages outside business hours
Important Notes
- Auto Resend Welcome only applies to customers who have not opted in after receiving the initial welcome message.
- Once a customer opts in, no further resend attempts will occur.
- This feature helps improve consent rates while reducing the need for manual outreach.
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