Contact timezone

Every campaign has a timezone setting that decides whose clock it runs on. It is off by default, which means the campaign runs on your business timezone.

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The two settings

“9am to 5pm” only means something once you know whose 9am. A lead in New York and a lead in Los Angeles are three hours apart. With contact timezone on, “9am to 5pm” becomes their local 9 to 5, not yours.

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What it changes

Turning on contact timezone does more than shift the calling window. The lead’s timezone flows into the whole call, so it changes three things at once: That middle row is the one people forget. Even when two leads are dialed at the same instant, the agent should say “good morning” to one and “good evening” to the other. Contact timezone is what makes that right.

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Where the timezone comes from

The setting reads the timezone stored on the lead’s contact record. A few things worth knowing:

• If a contact has no timezone on file, that lead falls back to your business timezone.
• You can turn it on for a single campaign or for the whole project. The campaign setting wins.
• Turn it on whenever you dial across regions. Leave it off when all your leads sit in one timezone.