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DocumentationMessaging SettingsTiming

Timing Settings

Nobody wants to get a business text at 3 AM. Here’s how to set up when your follow-up messages actually go out, so you’re not accidentally annoying people at weird hours.

Override Default Settings: Flip this on if you want different timing for specific sources. Otherwise, it’ll just use whatever you set up for your whole business.

Timing Overview

Grace Period

Think of this as your “oops, I missed it” safety net. Someone messages you at 11 PM? The grace period lets follow-ups go out even if it’s past your normal hours, so you don’t lose that conversation.

Grace Period (in minutes)

  • 30 minutes - Works for most folks
  • 0 minutes - Turns it off completely
  • 60-120 minutes - If you want more wiggle room
  • Up to 1440 minutes (24 hours) - That’s the max

Here’s what happens: Customer sends their first message, timer starts. Any follow-ups that should go out during this grace period will actually send, even if you’re normally “closed” at that time.

⚠️

Want it off completely? Set it to 0 and nothing goes out during your off hours. Period.

When Follow-ups Actually Send

You’ve got three ways to handle this, depending on how you work.

Always On (24/7)

Always On Configuration

Messages go out whenever. No breaks, no weekends, no nothing.

This makes sense if you’re:

  • Running emergency services (plumbing disasters don’t wait for Monday)
  • In a business where people expect instant responses

Same Hours Every Day

Set it once, applies to every day of the week. Nice and simple.

Like this: 8 AM to 8 PM, every single day

Works well for:

  • Consistent daily schedules
  • When you don’t want to overthink it
  • Businesses that are basically the same every day

Multiple blocks per day: You can split it up too:

  • 8 AM to noon (morning rush)
  • 1 PM to 6 PM (afternoon block)

Perfect for when you take lunch breaks or have weird schedules.

Different Hours for Each Day

Specific Days Configuration

This is where you can get really specific. Set up each day exactly how you want it.

For each day:

  • Turn it completely off - No follow-ups on Sundays? Just turn Sunday off
  • Make it 24/7 - Maybe Saturday is your busy day and you’re always available
  • Set custom hours - Different times for different days

Real examples:

  • Monday-Friday: 9 AM to 6 PM (regular business)
  • Saturday: 10 AM to 2 PM (half day)
  • Sunday: Off (you need a break)

Multiple time blocks:

  • Lunch break: 9 AM-12 PM, then 1 PM-5 PM
  • Split shift: 6 AM-10 AM, then 2 PM-6 PM

What Actually Works

Different Business Types

Service Businesses (plumbers, HVAC, contractors)

  • Grace period: 60 minutes (gives you some flexibility)
  • Monday-Friday: 7 AM to 7 PM (people need stuff fixed)
  • Saturday: 8 AM to 4 PM (weekend work)
  • Sunday: Off (or emergency only)

Professional Services (lawyers, consultants, accountants)

  • Grace period: 30 minutes (keep it professional)
  • Monday-Friday: 9 AM to 6 PM (office hours)
  • Weekends: Off (people expect this)

Emergency Services (24/7 stuff)

  • Always On
  • Grace period: 120 minutes (maximum coverage)

Retail/Online Stores

  • Grace period: 30 minutes
  • Match your actual store hours
  • Maybe extend for online stuff

Time Zones

The system uses your business time zone automatically. One less thing to worry about.

Don’t Make These Mistakes

Setting Hours You’re Not Actually Available If you set follow-ups for 6 AM but you don’t check messages until 9 AM, customers will get frustrated. Be honest about when you’re really available.

Grace Period Too Long A 4-hour grace period means follow-ups might go out at 2 AM. That’s not helping anyone.

Forgetting About Weekends Decide if you want weekend follow-ups or not. If you’re off weekends, just turn those days off completely.

Over-complicating Time Ranges Multiple time blocks can get confusing. Start simple, add complexity only if you really need it.

Testing Your Setup

Quick check:

  1. Look at when your first follow-up is set to go
  2. Add your grace period time to that
  3. Are you comfortable with messages going out that late?

If the answer is no, adjust it.

What We’ve Learned

Start smaller: Begin with shorter hours, expand if you need to

Watch what happens: See when customers actually respond - that tells you if your timing is working

Adjust for seasons: Busy season? Maybe extend hours. Slow period? Maybe dial it back

Grace period sweet spot: 30-60 minutes works for most businesses. Enough to catch conversations, not so much that you’re texting people at dinner time

Be realistic: Don’t set hours you can’t actually keep. Customers notice when you’re not really there during your “business hours”

The whole point is making it work for both you and your customers. Nobody benefits from badly timed messages.

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