Why it matters
Quiet hours directly control when messages are allowed to send. If your timing does not account for recipient time zones, messages may be delayed, skipped, or sent at unexpected times. This is one of the most common causes of confusion when setting up campaigns and sequences.
Key Concepts
Quiet Hours: Time periods when marketing SMS cannot be sent. In the U.S., this is before 8:00 AM and after 9:00 PM in the recipient’s local time.
Allowed Sending Window: The time range when messages can be sent, from 8:00 AM to 9:00 PM in the recipient’s local time.
Recipient Time Zone (Area Code-Based): Quiet hours are determined using the recipient’s phone number area code. This defines their “local time,” even if they physically live elsewhere.
Time Zone Mismatch: A situation where a recipient’s actual location differs from their phone number area code, which can affect when messages are allowed to send.
Support Quiet Hours (Sequences): A setting that delays messages or calls until the next valid sending window if they fall outside quiet hours.
Schedule Message (Campaigns): The section where you define when a campaign sends. This must align with quiet hours across all recipients.
Business Hours Sending Strategy: Adjusting send times to align with typical working hours (for example, mid-day) to safely avoid quiet hours across multiple time zones.
Step-by-Step: Configure Messages to Avoid Quiet Hours Issues
Review your audience and note that recipients may have different area codes.
Assume quiet hours will be calculated from each recipient’s phone number, not their actual location.
When creating a campaign, go to the Schedule Message section.
Choose a send time that falls safely within 8:00 AM to 9:00 PM across most U.S. time zones (for example, mid-day).
When building a sequence, decide if you want to enable “Support Quiet Hours.”
If enabled, allow messages to automatically delay to the next valid time.
If disabled, confirm your sequence timing already falls within allowed hours for all recipients.
Test with contacts across different area codes before launching.
Tips and Best Practices
Quiet hours are always based on the recipient’s phone number area code. This is the most important rule.
Do not assume the recipient’s physical location matches their phone number.
Example: A contact lives in California but has a Boston area code.
The system treats them as Eastern Time.
A 6:00 PM Pacific send may be blocked because it is 9:00 PM Eastern.
Always plan for time zone spread when sending to a national audience.
Use mid-day send times (for example, 11:00 AM to 2:00 PM) to reduce risk across time zones.
For campaigns, adjust the Schedule Message time to ensure it lands داخل allowed hours for all recipients.
For sequences, enable “Support Quiet Hours” if you want automatic protection against invalid send times.
If you need more control, align sends with the contact’s business hours to naturally avoid quiet hours conflicts.
Avoid scheduling near 8:00 AM or 9:00 PM, as small differences in time zones can cause failures.
Troubleshooting
Issue | Possible Cause | Fix |
Message not sent | Outside quiet hours based on area code | Reschedule within 8:00 AM to 9:00 PM recipient time |
Campaign sends at different times | Recipients in multiple time zones | Use a safer mid-day send time in Schedule Message |
Campaign misses some recipients | Time falls into quiet hours for certain area codes | Adjust send time to cover all U.S. time zones |
Sequence message delayed | “Support quiet hours” enabled | Expected behavior, message will send at next allowed time |
Sequence sends at unexpected time | Area code differs from actual location | Review recipient phone numbers and adjust timing strategy |
Messages blocked for specific users | Time zone mismatch (area code vs location) | Schedule based on area code or shift to business hours window |
Confusion about timing | Using business or account time | Always calculate based on recipient area code |