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The calling window is the hours a campaign is allowed to dial. There are two ways to run it: a standard window you set by hand, and AI After Hours, where the AI only calls in the gaps around your human team.

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The two modes

Mode here means the window, not how you dial. Speed to lead and power dialer live in When and how often.
Every campaign starts on Standard. Switch to AI After Hours only when a human team is doing the calling and you want the AI to cover the off hours. The full after-hours setup is in AI After Hours.

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Standard calling window

Set the days of the week and a start and end time, like Monday to Friday, 9am to 5pm. A few things worth knowing:
  • Split days are fine. You can set more than one block on the same day, say to skip the lunch hour. Two blocks on the same day must not overlap.
  • Windows can cross midnight. An overnight window like 10pm to 6am is allowed. It just closes the next morning.
  • No window means no limit. Leave it off and the campaign can dial any hour of any day.
  • Saving replaces the whole schedule. The hours you save are the hours the campaign has. Blocks you leave out are gone rather than kept alongside the new ones, so set the full week in one go rather than a day at a time.
If a lead comes in outside your hours, it is not lost. The campaign queues it and places the call the moment your window next opens, so an after hours signup on a Friday night is waiting at the front of the line first thing Monday.

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AI After Hours

AI After Hours has one rule: the AI never calls while your human team is working. It only picks up the hours they don’t cover. You give it two things:
  1. Your human rep schedule, the days and hours your people work, in their timezone.
  2. AI coverage limits, the earliest and latest the AI is ever allowed to dial, so it never calls someone at 3am.
The AI then works only the gap between the two: the time inside your AI limits that falls outside your team’s hours, on your business clock, or on each lead’s own clock when contact timezone is on. During your team’s hours the AI stays silent. Outside your AI limits nobody calls at all.
6:30am to 8am
AI calls
8am to 5pm
Human reps work
(AI stays out)
5pm to 10pm
AI calls

Example: human team 8am to 5pm, AI limits 6:30am to 10pm. The AI works only the two blue gaps. Before 6:30am and after 10pm, no one calls.

No human team? Turn the human schedule off. The AI then covers your whole calling window on the days you pick. This is the simplest way to run a single strict window with no human handoff.

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What happens to a lead that arrives outside the window

This is the part that actually matters, and it is the difference between the two modes. When a fresh lead comes in outside the allowed hours, the campaign does one of two things: On a standard calling window, a lead who arrives at 9pm waits and is called when the window opens at 9am. On AI After Hours, a lead who arrives at 2pm, during your team's hours, is dropped. On a standard calling window, a lead who arrives at 9pm waits and is called when the window opens at 9am. On AI After Hours, a lead who arrives at 2pm, during your team's hours, is dropped. Why the difference? In AI After Hours, a lead that arrives during your human team’s hours is theirs to handle. If the AI merely held it, it would call that same person later that evening, after your reps already worked them. So After Hours drops those leads instead of queuing them, keeping the AI to genuine after hours work.
Because AI After Hours drops leads that land outside the window, a lead that comes in while your team is working will not get an AI call at all. That is the point, but it means your human team has to actually work those leads.
Held or dropped comes with the mode, and there is no separate switch for it: AI After Hours drops, a standard window holds. It is set again every time the calling window is saved.

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Whose clock is the window measured in?

By default the window runs on your business timezone, so everyone is dialled on your clock. Turn on the contact timezone setting and the window instead runs on each contact’s own local time. That same setting also tells the AI agent what time it is for the lead, so it changes more than just the window.

Contact timezone, in full

How the contact timezone setting works, everywhere it applies, and where the timezone comes from.

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Where it sits with the rest

The window decides when you are allowed to call. It works alongside the dispatch mode and the cadence, which decide how and how often. Before you flip a campaign live, sanity check all three. See Go live.

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In the API

A standard window is the campaign’s callingWindow, set with Update campaign:
  • days are ISO weekday numbers: Monday is 1, Sunday is 7.
  • start and end are 24-hour HH:MM. An end earlier than start is an overnight window.
  • tz is the IANA timezone the window is written in.
  • Send an array of windows for split days, one object per block.
Three switches sit beside it: AI After Hours, with its human rep schedule and AI limits, is set up in the dashboard. Held leads are visible through List parked speed-to-lead leads. Every field above is defined in the Glossary.