Message limits and quiet hours
Before an AI agent sends a WhatsApp message, SMS or email, Voxido checks that the contact may receive it. If a check fails, the message isn't sent, and the agent is told why so it can pick another next step.
You don't switch these checks on. They always run.
The checks
| Check | What happens | Can it be skipped? |
|---|---|---|
| Opted out | A contact who opted out of this channel, or out of everything ("STOP"), gets nothing on that channel. | Never |
| Same number opted out elsewhere | If a phone number said STOP on any contact record, that number is blocked across your whole company. | Never |
| WhatsApp opt-in | Marketing WhatsApp messages need the contact's opt-in. | Utility, authentication and emergency messages don't need it |
| Snoozed contact | A snoozed contact gets nothing until the snooze ends. | Emergency messages still go |
| Marketing opt-out | A contact who said no to marketing gets no marketing. | Utility, authentication and emergency messages still go |
| Marketing once a week | A marketing message is held if the contact was in touch in the last 7 days. | Utility, authentication and emergency messages skip this |
Marketing means promotions and offers. Utility means messages about something the person asked for, like a booking confirmation or a payment receipt.
Pick the right message type
The problem: "My reminder didn't go out."
| You're sending… | Use a template of type | Why |
|---|---|---|
| An appointment reminder, a booking confirmation, a payment receipt | Utility | Goes to anyone who hasn't opted out, even without marketing opt-in. |
| A festival offer, a discount, a "come back" message | Marketing | Needs opt-in and is held if you spoke in the last 7 days. |
| A one-time login code | Authentication | Skips the marketing checks. |
Examples: a clinic sends "Your appointment is tomorrow at 10 am" as utility. A school sends "Admissions open for 2027" as marketing. A loan-recovery team sends "Your EMI of ₹4,200 is due on 5 Nov" as utility.
The daily limit on automated calls
Automated outbound calls are limited for your whole company: 100 calls in any 24 hours by default. This counts calls started by agent triggers and campaign call steps. Calls your team places from the browser don't count toward it.
When the limit is reached, further automated calls are refused until the 24-hour window moves on. To change the limit, ask Voxido support.
Big call campaigns
Planning a campaign to more than 100 people a day? Spread it over several days, or ask support to raise your limit first. See Campaigns.
Quiet hours
There's no quiet-hours setting today. Agent messages aren't held back at night by a company-wide rule. Plan campaigns and reminders for sensible times.
Common problems
"The agent said it couldn't send the message." One of the checks failed. Open the conversation in Agent activity, or the Conversation trace, to see the reason.
"Our campaign stopped calling after a while." The daily limit on automated calls was probably reached. It resets as the 24-hour window moves.