Sending Hours

Customise your sending schedule, block out restricted dates, and enjoy flexible overrides for urgent messages.

Sending Hours can be found under ‘Send Messages’ and ‘Message Settings’ in the side menu.

If it appears ’locked’ in the menu, then it is available to request by clicking the ‘Request This Product’ button.

Once provisioned, Sending Hours gives you complete control over when your messages reach your audience. Ensure communications are delivered only during appropriate times, respecting your customers’ schedules while maintaining business efficiency.

Overview

Overview tab – gives a quick look at the current state of your accounts, and allows for common actions to perform on an account’s sending.

Sending Hours tab – set and manage generic weekly schedules, or customise allowed-sending hours on a per-day basis.

Restricted Dates tab – block off specific days or date ranges during which no messages are allowed to be sent.

Audit tab – review user actions performed within the Restrict Sending Hours application.

Configure Sending Hours

Please use the navigation panes below to browse topics on configuring Sending Hours

Accounts Overview

Overview Tab

The overview page gives a concise look at the current state of your accounts and allows for common quick functions via the action menu.

Table Columns

Setting	Explanation
Sending Status	Refers to the current sending state on an account Open: The "Open" status indicates that message processing is active. Closed: The "Closed" status indicates that message processing is inactive and messages will queue. Paused: The "Paused" status indicates a temporary halt in message progressing. Any message sent while an account is Paused will be held and sending may resume at a later point, once the pause lifts or the interruption is resolved.
Account	Represents the name (or identifier) of an account associated with the communication.
Active	The mode or configuration that the account is currently operating under.
Local Time	The time zone or region-specific time that has been set for the account.
Dates Set	Refers to the list of set Restricted Dates currently set/scheduled for an account
Overrides Set	Indicates whether or not there is an upcoming override for an account, or not.
Action Menu	The Action Menu provides access to a range of actions. These include pausing, viewing the queue, and swapping or removing configurations for an account.

Manage Sending Schedules

“Sending Hours” refers to a designated timeframe during which messages will send. These hours can be either generic weekly schedules or customised on a per-day basis.

Set Sending Hours

Steps	Example
1. Navigate to the Sending Hours Tab and click “Create Sending Hours”
2. Configure the Name, Description, Allowed Hours and Account(s) and click save. Notes : Sending Hours can be assigned to accounts during creation, or saved as unassigned for future use. The Swap function on the Overview Tab allows you to use any unassigned or assigned Sending Hours. Assigning a new set of Sending Hours to an account that already has a schedule will replace the existing one. Please ensure you are aware of the configuration of the accounts you are updating.
3. Sending Hours can be either generic weekly schedules or customised on a per-day basis.	Per week: Per day:
4. Save and Timezone confirmation

Edit a set of Sending Hours

Steps	Example
1. Navigate to the Sending Hours Tab and (via the Action menu) click Edit next to the relevant set of Sending Hours.
2. Update the required Name, Description, Allowed Hours and Account(s) and click save. Notes : Similar to Swapping, editing can be used to include or exclude accounts. Please ensure you are aware of the selected accounts before saving.

Delete a set of Sending Hours

Steps	Example
1. Navigate to the Sending Hours Tab and (via the Action menu) click ‘Delete’ next to the desired set of Sending Hours.
2. Confirm and acknowledge that assigned accounts will revert to 24/7 sending.

Manage Restricted Dates

Mange Restricted Dates

“Restricted Dates” are specific days or date ranges during which no messages will send. Once a Restricted Date ends, message processing will revert to the account’s assigned Sending Hours or resume 24/7 sending (as configured). If an account does not have Sending Hours configured, messages will be sent at 9am the following day.

Create a Restricted Date

Steps	Example
1. Navigate to the Restricted Dates Tab and click “Create Restricted Dates”.
2. Configure the Name, Description, Allowed Hours and Account(s) and click save. Notes : Restricted Dates which land on the same day each year can be setup to repeat automatically using the ‘Repeat Every Year’ toggle. It is not recommended to the Repeat function for public holidays with changeable dates, such as Easter.
3. Save and Timezone confirmation

Edit a Restricted Date

Steps	Example
1. Navigate to the Restricted Dates tab and (via the Action menu) click Edit next to the relevant Restricted Date.
2. Update the Name, Description, Allowed Hours and/or Account(s) and click save. Notes : Editing can be used to include or exclude accounts. Please ensure you are aware of the selected accounts before saving.

Delete a Restricted Date

Steps	Example
1. Navigate to the Restricted Dates tab and (Via the Action menu) click Delete for the selected Restricted Date.
2. Confirm and acknowledge that assigned accounts will revert to assigned Sending Hours or to 24/7 sending (as they are configured), on these dates.

Operating Sending Hours

Please use the navigation panes below to browse topics on using Sending Hours.

Pause & Unpause Sending

Message processing can be paused and unpaused any time using the ‘Action’ menu.

Pause Sending

Steps	Example
Navigate to the Overview tab and find the required account. Select 'Pause Sending for 120 minutes' in the Action Menu. The Sending Status of the Account will be updated on success to reflect the change. Notes: Accounts will reopen after the default 120 minutes, unless manually extended (from the Action Menu). The time at which an account will unpause is listed along side the Pause status in the 'Sending Status' column.

Steps

Example

Navigate to the Overview tab and find the required account.
Select 'Pause Sending for 120 minutes' in the Action Menu.
The Sending Status of the Account will be updated on success to reflect the change.

Notes:

Accounts will reopen after the default 120 minutes, unless manually extended (from the Action Menu).
The time at which an account will unpause is listed along side the Pause status in the 'Sending Status' column.

Unpause Sending

Steps	Example
Navigate to the Overview tab and find the required account. Select 'Unpause' from the Action Menu. The Sending Status of the Account will be updated on success to reflect the change. Any queued messages will be sent.

Extend a Pause

If more time is required, a pause can be extended by using the ‘Action’ menu.

Add 60 minutes to Account Pause timer

Steps	Example
Navigate to the Overview tab and find the required Paused account. Select 'Extend Pause for 60 minutes' from the Action Menu. On success, the new unpause time of the Account will be updated. Notes: Extension length is limited to 60mins, but can be repeated multiple times as more time is required.

Steps

Example

Navigate to the Overview tab and find the required Paused account.
Select 'Extend Pause for 60 minutes' from the Action Menu.
On success, the new unpause time of the Account will be updated.

Notes:

Extension length is limited to 60mins, but can be repeated multiple times as more time is required.

Swap Sending Hours

The allowed Sending Hours assigned to an account can be swapped at any time via the ‘Action Menu’. Once swapped, accounts will instantly reflect the new Sending Hours.

Steps	Example
1. Navigate to the Overview tab and find the required account. 2. Click ‘Swap Sending Hours’ from the Action menu
3. Select the new set of Sending Hours to swap to from the menu, and click ‘Save’ to apply the new schedule.

Return to 24/7 Sending

Assigned Sending Hours can be removed at any time by using the ‘Action Menu’ in the Overview tab. Once removed all applications which belong to the affected account will revert sending 24/7.

Steps	Example
1. Navigate to the Overview tab and find the required account. 2. Click ‘Return to 24/7 sending’ from the Action menu.

Delete Queued Messages

In-flight messages can be prevented from being sent if an account is paused. While paused, any messages received will be held in a queue until the next Sending Hours commence. Any queued messages can be deleted.

Steps	Example
1. Navigate to the Overview tab and find the required Closed or Paused account. 2. Click ‘View Queue’ from the Action menu.
3. Locate the Application/Project or message Queue to delete from. 4. Click ‘Delete’ from the ‘Action Menu’. 5. The queue Count and Status will update every 30 seconds, as messages delete. Notes: An account cannot be Unpaused or revert to Open while messages are deleting.

View Audit Log

View Autit Logs

The Audit section shows a history of configuration changes made.

Steps	Example
To view a history of configuration changes to your configuration, navigate to the Audit tab. You can view: The user who made the change. The action they took. The change that was made. The date and time on which the change was made.

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