Consent, opt-outs and contact rules

Every message an Appricity agent sends passes through one gateway, which checks your rules on the platform, before sending. An agent can't talk its way past them, and a refused send is recorded with its reason rather than silently dropped. You manage the rules in Operations → Governance.

What does the gateway check?

Opt-outs: anyone who has asked to stop is never contacted again.
Consent: where you require it, a recorded consent for that channel.
Contact hours: in the recipient's own time zone.
Limits: per workspace, per hour, and per person per day.
Stops: whether a stop is in force (see Swarm).

How are opt-outs handled?

Agents recognise a request to stop in the contact's own words and record the opt-out automatically. You can also add one by hand (a channel, or all channels, plus an email address or phone number and a note) and search the list.

When someone opts out on one channel, the recommended setting blocks them on every channel; you can limit it to that channel instead. Remove an opt-out only if the person has explicitly opted back in.

Under Require recorded consent before agents use, choose per channel whether agents need consent before contacting someone. It's on by default for WhatsApp. Your own test messages from a channel's page aren't affected.

Consent is recorded with:

the channel and address;
the basis: prior express written consent, express consent, an opt-in form, an existing customer relationship, or legitimate interest;
where it was given, and optional evidence.

Lead sources record consent automatically when a lead agrees through your form, and the consent text each lead saw is versioned. Consent can be revoked.

What limits can I set?

Workspace ceilings for messages per day, per hour and to one person per day. Leave a field empty for no limit. Conversation-level limits, such as replies per conversation and new conversations per day, are set on each channel's Answer incoming messages settings.

How do contact hours work?

Choose the days and times agents may start contact, and a default time zone for contacts whose time zone isn't known. Hours apply in each recipient's own time zone, so a 9 a.m. start means 9 a.m. where they are. A playbook or task can narrow these hours but never widen them.

Can I check a send before it happens?

Yes. Check a send is a dry run: choose what to send from and who to, and see whether the gateway would allow it and why.

What else is on the Governance page?

Live conversations: which agent currently holds which contact, with Release to free one up.
Blocked: every refused send, with its reason.
Auto-pause thresholds: pause work automatically on spikes in opt-outs, refusals, negative replies or spend.