Set a calling window per agent

By default every agent calls inside the agency calling window you set in Settings. That is enough while all your clients live in one country. The moment a single agency serves several markets, one fixed window stops working: 09:00 in Rome is 03:00 in New York.

A per-agent calling window solves it — and the interesting part is not the hours, it's which time zone the hours are read in. You can write 09:00–19:00 once and have it mean "9 to 7 local time" for every client, or even for every single contact.

Where it lives

Agent editor → Retries & transfer tab → Calling window.

On an inbound agent the card is not shown at all: an inbound agent never dials, so the window belongs to the outbound agents whose call-backs it answers.

Step 1 — Switch on the dedicated window

Turn on Use a dedicated calling window for this agent. While it is off the card reads "This agent inherits the agency calling window (Settings)" and nothing else is shown — that is the default and it is fine for most agents.

Step 2 — Set the hours and the days

Set From and To. A window that ends before it starts is read as an overnight window (for example 20:00 → 02:00), which is useful for late markets.

Then pick the Days chips. Leaving every day unselected means every day — the hint under the chips says so. Select Mon–Fri to keep weekends silent.

Step 3 — Choose the time zone mode

This is the part that makes the window multi-market. Three options under Time zone used:

Step 4 — Set the time zone field

In Fixed time zone mode the field is labelled Time zone (IANA) and it is the window's zone. In the other two modes it becomes Fallback time zone (IANA) and is only used when the real zone is missing.

Write a valid IANA identifier — Europe/Rome, America/New_York, Europe/London. An invalid value is refused on save, so a typo can never silently break the window.

Step 5 — Save

Click Save call policy. The new window applies to the next dispatcher tick — no redeploy, no re-sync.

How the fallback chain resolves

Each mode walks down until it finds a usable zone:

• Contact → the contact's own zone → the sub-account's zone → the fallback zone.
• Sub-account → the sub-account's zone → the fallback zone.
• Fixed → the zone you typed.

If nothing in the chain is a valid zone, the window is treated as always open rather than always closed: a configuration problem can slow your calls down, never stop them silently.

The same choice drives the clock the prompt reasons in: {{current_datetime_local}} and {{lead_timezone}} follow this mode, so "tomorrow at 10" means 10 in the zone you picked here — the agency's in fixed mode, even when the contact has a zone of their own.

Where a contact's time zone comes from

Two sources, both automatic once set up:

• Webhook trigger — add an optional timezone field to the JSON body of your workflow's webhook action, with the contact's IANA zone (e.g. America/New_York). See Wire your CRM workflow to an agent.
• Workflow action — the branded Start call cycle action reads the contact's time zone from the CRM itself; nothing to map.

The value is stored on the lead, so retries and callbacks placed days later still respect it. A missing or unrecognised zone is simply ignored and the chain moves on to the next step.

Two switches can step outside the window

In the same tab, First call → Even outside the calling window makes the instant first call go out at any hour (whoever fills the form at night gets called at night), and Agreed callbacks → Call at the agreed time even outside the calling window dials a lead-requested callback exactly when they asked. Automatic retries never get that exemption — they are the calls the window exists to contain.

Nothing is lost outside the window

A lead that arrives outside its agent's window is not discarded and does not burn a retry attempt: it is parked on the scheduled queue at the exact moment the window reopens, and dialed then — a first call parked this way still goes back to the head of the queue. The same is true for scheduled retries and callbacks that come due at night. See How outbound dispatch works.

A worked example

An agency runs the same dental campaign in Milan, London and Chicago, one agent for all three. Instead of three agents with three fixed windows:

1. Switch on the dedicated window on that one agent.
2. Set From 09:00, To 19:00, days Mon–Fri.
3. Choose Sub-account time zone, and set the fallback to Europe/Rome.

Every client is now called between 9 and 7 their time, and a sub-account whose time zone is missing in the CRM falls back to Rome hours instead of being skipped.

Next steps

• Retry cadence, callbacks and human transfer — the rest of the same tab.
• Create inbound and outbound agents for your niche — the calling window only applies to outbound agents.
• Calls are not firing — full checklist — if nothing dials, the window is the first thing to check.