> ## Documentation Index > Fetch the complete documentation index at: https://help.tiretutor.ai/llms.txt > Use this file to discover all available pages before exploring further. # Reference > Eligibility rules, service cadences, email format, opt-out mechanisms, and operational timing. This page is for looking things up. If you're new and want to understand the program, start with the [overview](/dealers/sms-remarketing/overview) or [how it works](/dealers/sms-remarketing/how-it-works). If you need to do a specific task, see [managing opt-outs](/dealers/sms-remarketing/managing-opt-outs). ## Eligibility rules A customer at your shop receives a reminder when **all six** of the following are true: | # | Rule | What it means | | - | ------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | 1 | Customer has a service record in your POS with a recognized service name | The system reads from your POS service history and matches each line against a list of recognized phrases. Customers with no service log entries — or with service line names the system doesn't recognize — are not eligible. See [Naming services in your POS](/dealers/sms-remarketing/service-naming) for the exact phrases. | | 2 | Customer has a valid single email on file | Multi-email values (e.g., `a@x.com; b@x.com`), typos, missing `@`, and whitespace-broken addresses are filtered out. | | 3 | Customer is not flagged as "no review requests" at your shop | The opt-out flag in the customer's POS record controls per-shop eligibility. | | 4 | No reminder sent to this customer in the last 30 days | One reminder per customer per 30 days, regardless of how many services are due. | | 5 | Customer's last visit was at least 7 days ago | Customers who just visited the shop are excluded from sends. | | 6 | At least one of the customer's services is in its eligibility window | Based on typical service cadences (see below). For oil change and tire rotation, the window fires on the calendar interval only. For tire replacement, the window fires on the earlier of the calendar interval or the mileage interval. | The system checks all six rules every day. A customer who matches all six receives one email, then enters a 30-day quiet period before becoming eligible again. ## Cadence overview At-a-glance: what service types the program covers, when the reminder fires, and what counts toward each cadence. | Service | Typical cadence (shown in email) | When the reminder fires | What counts as a service event | | -------------------- | -------------------------------- | -------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Oil change** | Every 6 months or 5,000 miles | About 5 months after the last oil change | An oil-change service line in your POS — see [naming](/dealers/sms-remarketing/service-naming#oil-change) | | **Tire rotation** | Every 6 months or 7,500 miles | About 5 months after the last rotation **or new-tire install** | A tire-rotation line **or** a tire-install line (installs reset the rotation clock too) — see [naming](/dealers/sms-remarketing/service-naming#tire-rotation) | | **Tire replacement** | Every 6 years or 40,000 miles | About 5.5–6 years after the last install — or sooner for high-mileage drivers who hit 40,000 miles first | A tire-install service line — see [naming](/dealers/sms-remarketing/service-naming#tire-replacement) | ### A few things to know * **The cadence shown in the email matches the industry rule of thumb.** Customers see "every 6 months or 5,000 miles" for an oil change because that's the language shops have always used. The system's actual reminder timing is based on the calendar — except for tire replacement, which uses both gates. * **Tire installs count as rotation events.** A customer who buys new tires from you enters the rotation cadence on the install date — no separate "rotation" line needed. The next rotation reminder lands about 5 months later. * **Tire replacement is the only service with a real mileage projection today.** A customer driving \~1,800 miles a month hits 40,000 miles in under two years; their replacement reminder lands at that point instead of waiting the full 6 years. The email surfaces the reason with a small italic line ("Based on your typical 1,800 miles/month, you're approaching your 40,000-mile interval") so the customer doesn't think it's an error. ## Email format Every reminder email follows the same shape (top to bottom): | Element | Value | | ------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Sender (display)** | Your shop's name (e.g., "Ellijay Tire") | | **Sender (address)** | `no-reply@tiretutor.com` | | **Reply-To** | Your shop's email address on file | | **Subject** | `Your vehicle: Routine Service Reminder` | | **Header label** | Small uppercase "SERVICE REMINDER" eyebrow above the shop name | | **Header shop name** | Your shop's name, centered | | **Context line** | "`{N}` service`{s}` coming due" (uppercase eyebrow above the H1) | | **Headline** | "A few routine items are coming due on your `{vehicle}`." Interpolates the vehicle (e.g., "your 2013 Toyota 4Runner"); falls back to "your vehicle" when the vehicle name isn't available; lists two names with "and" for two-vehicle customers; collapses to a count for 3+ vehicles. | | **Greeting + intro** | "Hi `{first name}` — staying ahead of these keeps your vehicle running smoothly and helps you avoid bigger repair bills later. If you've already had them done elsewhere, you're all set." | | **Hero Schedule button** | Full-width "Schedule online" button linking to your shop's tiretutor.com page | | **Hero subtext** | "Takes about 60 seconds — or call `{phone}` or just reply to this email." (Phone is a tap-to-dial link; clicks tracked.) | | **Vehicle sticker** | "VEHICLE" eyebrow + the vehicle's year/make/model. One sticker per vehicle when the customer has services due on multiple vehicles. | | **Coming Due section header** | "COMING DUE" + "Recommended services based on your vehicle's history." Repeats per vehicle. | | **Service blocks** | One block per service due, each with the service name, a "Why it matters" rationale (light-blue callout), the customer's last-service age, and the typical cadence. | | **Mileage explanation** (conditional) | When the mileage interval drives the reminder rather than the calendar (high-mileage drivers), the service block adds a small italic line: "Based on your typical N miles/month, you're approaching your M-mile interval." Suppressed when the calendar is the trigger. | | **Reinforcement Schedule button** | "Ready to get on the schedule?" headline + a second full-width "Schedule online" button below the service list | | **Reinforcement subtext** | "Or call `{phone}` or just reply to this email — a real person reads it." | | **Sign-off** | "— The team at `{Shop Name}`" | | **Footer** | Your shop's name, street address, and phone number, an unsubscribe link, an Update preferences link, and a small "Powered by TireTutor.ai" attribution | For an example rendered email, see the [how it works page](/dealers/sms-remarketing/how-it-works#what-your-customer-sees). ## Opt-out mechanisms | Method | Who triggers it | Scope | How fast it takes effect | | ------------------------------------ | -------------------------------- | -------------------------------------------- | -------------------------------------------------- | | **Unsubscribe link in email footer** | The customer | Global — all TireTutor shops they've visited | Within 24 hours | | **"No review requests" flag in POS** | The shop (you) | Per-shop — only your shop | Within 24 hours | | **Pause whole program at shop** | The shop (via TireTutor contact) | Per-shop — your shop only | Within 24 hours | | **Reactivate opted-out customer** | The shop (uncheck the flag) | Per-shop — your shop only | Within 24 hours; eligibility on next service cycle | Per-shop opt-outs and global opt-outs are independent. A customer can be opted out globally and still be marked as "no review requests" at your specific shop — both states are honored. ## Operational timing | Operation | Frequency | Notes | | ------------------------------------ | -------------------- | --------------------------------------------------------------------------------------- | | Eligibility check | Daily | TireTutor checks all six rules against the current state of your POS once per day. | | Time to first email after activation | Up to 24 hours | After your TireTutor contact turns on the program, the first sync happens within a day. | | Time for opt-out to take effect | Up to 24 hours | Both per-shop and global opt-outs take effect on the next daily sync. | | Send window | "Local time" sending | Emails go out at a reasonable hour in the recipient's time zone, not at random hours. | | Frequency cap per customer | 1 email per 30 days | Across all services due. Customer doesn't receive multiple emails in a month. | ## Volume expectations | Time after turning on | Typical reminder volume | | --------------------- | --------------------------------- | | First week | A handful to a dozen reminders | | First month | A few dozen reminders | | After 6 months | 20–50 per month | | After 1 year | 50–100 per month for active shops | Volume depends on your service history depth and customer count. A shop that's been logging service for years sends more reminders than a brand-new shop, because more customers have eligible service intervals tracked. ## Quick facts | Question | Answer | | ----------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------- | | Who do customers see as the sender? | Your shop's name. The technical email address is a TireTutor address, but most customers read the display name. | | Can I change the email wording? | No. The email follows a single canonical format across all shops. | | Can I see who got an email? | Not from a self-serve dashboard. Your TireTutor contact can pull a list on request. | | Can my shop send promotions through this? | No. SMS Remarketing is for routine service reminders only. | | What if a customer's email is wrong? | The system skips them automatically. Fix the email in their POS record to bring them back in. | | Where do customer replies go? | Directly to your shop's email inbox, not through TireTutor. | | What about services we don't cover? | The program covers oil change, tire rotation, and tire replacement. For other services, you still need to reach out manually. | ## Where to go next Understand the cadence engine and the design behind the program. Handle customer requests to opt out or fix broken emails.