Compliance
Quiet hours
Quiet hours are time windows when an outbound call or message should not be sent under applicable law, customer preference, or business policy.
Quiet hours are time windows when an outbound call or message should not be sent under applicable law, customer preference, or business policy.
What Quiet hours means
Quiet hours are time windows when an outbound call or message should not be sent under applicable law, customer preference, or business policy.
The correct window can depend on the recipient’s local time, communication type, purpose, jurisdiction, and governing rule. Federal requirements may be only part of the analysis because state rules or internal policies can be more restrictive.
How it works
The workflowWorkflowA workflow is a defined sequence of steps, decisions, actions, delays, and outcomes used to complete a business process. determines the recipient’s time zone using reliable data, evaluates the current local time against the applicable rule, and delays the action when necessary. Daylight saving changes, travel, uncertain locations, and retries need explicit handling.
Practical use cases
Preventing overnight lead follow-upLead follow-upLead follow-up is the sequence of calls, texts, emails, and tasks used after a prospect expresses interest. calls
Delaying SMS until the recipient’s approved window
Applying a stricter customer preference than the legal minimum
Use the recipient’s local time, not the call center’s clock. When location is uncertain, choose the conservative window or obtain clearer information.
Frequently asked questions
Why does Quiet hours matter?
Use the recipient’s local time, not the call center’s clock. When location is uncertain, choose the conservative window or obtain clearer information.
Are quiet hours the same everywhere?
No. Rules can vary by jurisdiction, channel, call purpose, and relationship. Businesses should maintain current legal guidance and approved policies for the populations they contact.
Primary source: The FTC’s Telemarketing Sales Rule guide.
Related concepts: tcpaTCPAThe TCPA is a US federal law governing certain calls and text messages, including restrictions tied to technology, consent, revocation, identification, and do-not-call protections., cadenceCadenceA cadence is a planned sequence of calls, texts, emails, delays, and retries used to follow up until a lead responds, books, opts out, or becomes inactive., consent managementConsent managementConsent management records, applies, updates, and revokes a person’s communication permissions across channels, purposes, senders, and systems., suppression listSuppression listA suppression list contains contacts or identifiers that a system must exclude from specified calls, messages, campaigns, or workflows..