Quiet hours for Outbound Calls (via Labs)

10th of September, 2025

Quiet hours for Outbound Calls

Summary

Reduce after-hours outreach and improve answer rates with warnings based on the contact’s local time. The dialer shows the contact’s current time and prompts before placing a call outside professional hours (before 8am or after 9pm).

What’s new

Quiet-hours prompt on outbound calls from the web dialer

Contact’s current local time shown in the dialer when it differs from the user’s time

How it works

We store each contact’s timezone using this priority:

timezone provided on import/creation
inferred from phone number area code (new)
sub-account (location) timezone

If a call/SMS is attempted outside 8am–9pm in the contact’s timezone, the user sees a warning with options (e.g., Cancel / Call anyway).
Applies to native Phone System and Twilio-integrated sub-accounts.

Controls

Enabled by default for all sub-accounts
Admins (agency and sub-account) can turn warnings off in: Settings → Phone Numbers → Additional Settings → Outbound Call → “Avoid calling people during quiet hours (9pm to 8am)”

Why it matters

More considerate outreach → higher answer rates
Reduces complaints and risk of being reported for spammy behavior

Notes and limitations

Area-code inference is best-effort and may be inaccurate for ported or virtual numbers
For cross-country calls, the contact’s quiet hours apply
Deskphone and mobile app behaviour are unchanged; prompts appear in the web app dialer. Mobile app support coming soon
Quiet hours support for SMS coming soon
Does not apply to workflow calls. You can configure it under each workflow's settings
Available via Labs