How often a customer can hear from you

The fastest way to lose a regular is to spam her. So there is a hard ceiling on how often the software will contact any one customer, and it is not a setting you can forget to turn on.

Four alerts per customer, per thirty days#

Counted per customer, over a rolling thirty-day window — not per calendar month, so a burst on the 30th and another on the 1st does not slip through. Four is the default; you can change it under your alert settings, and the lowest you can set it is one.

If you have never touched that setting, you get the default. A blank setting means "use the default" and never "no cap" — the code reads it that way deliberately, because a missing value must not be read as permission to spam somebody.

What counts toward it#

Every marketing message: restock alerts, last-chance nudges, winbacks, review requests, feedback asks, and the drips your automations and sequences send. One shared budget, not six separate ones — from the customer's side they are all "that shop emailed me again", and counting them separately is how a person receives twelve messages while every individual counter still looks polite.

Receipts, pickup and collection notices, appointment reminders and replies to something the customer asked do not count. Those are the shop keeping its side of a bargain, not asking for anything, and spending a marketing budget on them would mean a busy month of orders quietly using up the messages you had for offers.

⚠️ What it does NOT block#

A message you write and send yourself is never blocked. The cap governs what the software sends on its own. If you decide to email a customer who has already had four alerts this month, it goes.

That is deliberate, and worth understanding rather than discovering: the cap exists to stop automation from wearing somebody out, not to stop a shopkeeper talking to a customer. A shop owner who has a reason to get in touch is exercising judgement the software does not have. But it does mean the ceiling is a ceiling on the robot, not on the shop — if you send a lot by hand, the customer feels that, and nothing here will tell you to stop.

Who is resting#

A customer at the cap is skipped rather than queued — the send path records the reason as "resting (alert fatigue)" so you can see why somebody did not get an alert they might have expected. They become eligible again as the oldest note drops out of the thirty-day window.