Control when and how often your clients are messaged

Zelun decides, for every message it sends to a client, whether it goes out now, waits for an allowed time, or is not sent. The rules protect your clients from being over-messaged and keep your shop within Mexican consumer law and WhatsApp's own limits.

Messages fall into three kinds:

• Urgent messages about a booking the client made. Confirmations, reminders, changes, deposit notices, waitlist offers and replies in a conversation the client started. These are always sent, at any hour.
• Non-urgent messages. The thank-you after a visit, package renewal suggestions and gift notices. They wait until the morning if they come due at night, and a client gets at most two a day by default.
• Promotions. Today this is the rebooking reminder that invites a client to book again. A client only gets promotions if they agreed to them, and only inside the allowed hours.

By default promotions go out Monday to Friday between 09:00 and 19:00 in the location's time zone, never on a mandatory rest day, and to one client at most once in 7 days and three times in 30 days. If a client has not read three promotions in a row, Zelun pauses promotions to them for 60 days. A reply, a booking or a new opt-in ends that pause early.

1. Set a time zone on every location. Zelun cannot judge the hours without one, so it sends no promotions from a location that has none. The screen below warns you when a location has no time zone.
2. Record consent properly. A client receives promotions only after an opt-in. Zelun keeps who agreed, when, where, and the exact words that were shown. Clients you import start with no consent, and the Import CSV screen has no option to attest it, so each imported client receives promotions only after they opt in.
3. Be the owner. The limits and the summary are on the Notifications page in the Setup group, and also on My business under Messages and notices.

See what Zelun held back

1. Open Notifications in the Setup group of the side menu and find Client messages: hours and limits. On My business, the same limits are under Messages and notices, with the summary at the bottom of that section.
2. Under What was held back, read one row per kind of message: how many were Sent, Waiting, Not sent and Dropped in the last 30 days, the Opt-out rate, and Why held back.
3. The opt-out rate is the share of clients who stopped promotions after a message of that kind. An opt-out is counted against the latest promotion the client received in the 7 days before.

Make the limits stricter

1. In the same place, change the hours, the days, or any of the limits. On My business they are three rows, Promotion hours, Non-urgent messages and Promotion frequency; press Edit on a row to change it. Each field shows the limit Zelun sets, which you can match or tighten.
2. Add days with no promotions, such as election days, under Extra days with no promotions, as dates like 2027-06-06 separated by commas.
3. Press Save limits. If a value is looser than Zelun allows, nothing is saved and you are told to use a stricter one.

Check why a client is not getting promotions

1. Open Clients, pick the client and open the Consent history tab.
2. Read Marketing consent history: each opt-in and opt-out, who recorded it, how, and for an opt-in the exact words that were shown.
3. To change it yourself, use the Rebooking reminders (marketing, separate from the above) box at the top of the client's page, under Profile and preferences. Your change is added to the history. It never replaces an earlier entry.

• A client can stop promotions at any time by replying with the word stop, baja or alto, by pressing the stop promotions button on a promotion, from their manage page, or by asking you. Zelun confirms once, in their language, and tells them how to turn promotions back on.
• Stopping promotions does not stop booking confirmations, reminders or changes to their visits.
• On their manage page a client can also choose whether to get booking updates on WhatsApp or by text message.

• Expecting to loosen the limits. You can only tighten them. Zelun's defaults are the legal and platform ceiling.
• Expecting promotions on Saturdays. The default window is Monday to Friday. Opening Saturdays is a decision Zelun makes for everyone, not a setting on your account.
• Importing clients and expecting promotions to start. Imported clients have no consent, so they get none until each one opts in.
• Forgetting the time zone. A location with no time zone sends no promotions.
• Reading Waiting as a failure. A waiting message is held for its allowed hours and goes out when they open, normally within the hour.

The reminders article explains the booking messages that always go out, and the messaging article explains what is included and what uses credits.

Future campaigns follow these same rules: preview explains who is held back, and quiet hours defer sending.