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Operating hours control when outbound SMS and automated outreach are actually sent. Messages composed outside these hours are automatically held and scheduled for the next open window, so agents never get texts at odd hours.
Related settings: Operating Hours and Limits live under Advanced Settings > Communication.

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Where to find it

Go to Advanced Settings > Communication > Operating Hours. You’ll see the weekly schedule (Monday-Sunday) with each day’s window or Closed, plus your organization’s timezone. The schedule is read-only and managed at the platform level; your timezone can be changed under Advanced Settings > Organization.

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How sending works

  • Outreach sent during operating hours goes out immediately.
  • Outside hours, the SMS send button becomes Queue Send, which schedules the text for the next open window in one click.
  • If you want a specific time instead, the Schedule send dialog lets you pick Today or Next business day and a time within the allowed window, in 15-minute increments. The dialog shows your organization’s timezone and current time so there is no guesswork.
  • Bulk SMS sent outside hours is automatically scheduled into the next window and staggered about 5 minutes apart per message.
  • Active conversations are exempt - if the agent has already engaged, you can reply right away at any hour.
Scheduled texts appear in the thread with their planned send time and can be canceled before they go out. Conversations with a pending text show under the Scheduled SMS status filter in Messages.

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Daily and hourly limits

Alongside hours, your organization has sending limits, shown read-only under Advanced Settings > Communication > Limits:
  • Limits count new conversations started, not every individual message - replying inside existing threads is not throttled by them.
  • If you hit the hourly limit, the SMS is scheduled for the next hour automatically and you are told the exact time.
  • The cooldown kicks in after two outbound texts with no reply: further texts to that agent about that property wait until the agent replies or the cooldown passes. Emails, calls, and manual logs do not trigger the SMS cooldown.

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Common questions

No - the schedule is read-only and managed at the platform level to protect deliverability. You can change your organization’s timezone in Advanced Settings > Organization, which shifts the window to your local time.
Queue Send schedules the text for the next allowed window with one click. The Schedule send dialog lets you choose the exact day and time yourself, limited to times inside the operating window.
The conversation is active - the agent has already engaged, so replies are allowed at any time. Only initial outreach is held for the window.
You reached your hourly new-conversation limit. ProPilot scheduled the text into the next hour automatically rather than dropping it.
Yes - automated outreach from Sequences respects the same windows and limits as manual sends.