Active Hours define your organization's default messaging schedule. Quiet Hours is the feature that enforces the applicable sending window for outbound messaging. Quiet Hours does not define a separate set of hours.
This article explains how Active Hours, Quiet Hours, timezones, and optional Contact Active Hours work together.
Table of contents
- Active Hours and Quiet Hours at a glance
- What are Active Hours?
- What does Quiet Hours do?
- How Active Hours and Quiet Hours work together
- How timezone affects the sending window
- Frequently asked questions
Active Hours and Quiet Hours at a glance
| Setting | Active Hours | Quiet Hours |
|---|---|---|
| Purpose | Define your organization's default permitted sending window. | Control applicable outbound-message behavior outside the permitted sending window. |
| Availability | Available as a centralized organization setting. | Currently available through Open Beta. Contact your Hi Marley account team to enable it. |
| Configuration | System Admins configure the organization-wide schedule. | System Admins enable the feature. Quiet Hours then enforces the applicable Active Hours or Contact Active Hours schedule. |
| Can it be used independently? | Yes. Supported Hi Marley features can use Active Hours even when Quiet Hours is not enabled. | No. Quiet Hours relies on an applicable sending schedule to determine when outbound messages may be delivered. |
What are Active Hours?
Active Hours are your organization's centralized messaging schedule. They define the days and times when supported Hi Marley features may send messages.
System Admins manage Active Hours from Settings > Administration > Organization. Active Hours can be used even when Quiet Hours is not enabled. For example, Auto-Resend Welcome Messages can use Active Hours to defer a resend until the organization is active.
What does Quiet Hours do?
Quiet Hours is an outbound-messaging feature that enforces the applicable sending schedule. When an applicable message is triggered outside the permitted window, Hi Marley determines whether the message should be queued, sent immediately, or presented to an operator with scheduling or override options.
Quiet Hours does not define hours of its own. It uses your organization's Active Hours by default, or Contact Active Hours when that separate schedule is configured and applies to the contact.
Quiet Hours is currently available through Open Beta. Contact your Hi Marley account team to have the feature enabled for your organization.
How Active Hours and Quiet Hours work together
- A System Admin configures the organization's Active Hours.
- Supported Hi Marley features use that schedule as the organization's default permitted sending window.
- When Quiet Hours is enabled, applicable outbound messages triggered outside the permitted window may be held until the next active window begins.
- Messages that must remain immediate, including customer-initiated communication, continue to process without waiting.
Example
An organization sets Active Hours to Monday through Friday, 8:00 AM to 8:00 PM. An applicable automated message triggered at 11:00 PM is held until the next active window when Quiet Hours is enabled. A policyholder who messages the organization at 11:00 PM can still receive an immediate supported response.
An operator sending a manual message after hours may be warned and offered the option to schedule the message or, when allowed by the organization's configuration, send it immediately.
How timezone affects the sending window
The schedule determines which hours messages may send, while the timezone determines which local clock Hi Marley uses to evaluate those hours.
Hi Marley determines the timezone from the primary contact's zip or postal code when that information is available. If the contact's timezone cannot be determined, Hi Marley uses the organization's configured timezone as the fallback.
Note: Quiet Hours evaluates the timezone of the case's primary contact. Additional contacts or case participants do not determine the Quiet Hours timezone.
Where Contact Active Hours fit in
Contact Active Hours are optional. They allow your organization to use a different sending schedule for contacts whose local timezone can be determined from their zip or postal code.
| Contact information | Schedule used | Timezone used |
|---|---|---|
| Zip or postal code is known; Contact Active Hours are not configured | Active Hours | Primary contact's local timezone |
| Zip or postal code is known; Contact Active Hours are configured | Contact Active Hours | Primary contact's local timezone |
| Timezone cannot be determined from the primary contact | Active Hours | Organization's configured fallback timezone |
In other words, Contact Active Hours are not required for Hi Marley to use a contact's local timezone. They are only needed when your organization wants a different sending schedule for contacts whose timezone is known.
If your organization does not provide zip or postal codes for contacts, Contact Active Hours do not apply.
Frequently asked questions
Do I need Contact Active Hours to use a contact's local timezone?
No. When Hi Marley can determine the primary contact's timezone from their zip or postal code, the applicable schedule is evaluated using that contact's local timezone. Contact Active Hours are only needed if you want to use a different schedule for those known-location contacts.
Can I use Active Hours without Quiet Hours?
Yes. Active Hours can be used by other supported Hi Marley features that observe business hours even when Quiet Hours is not enabled.
Do I configure separate times for Quiet Hours?
No. Quiet Hours does not have its own schedule. It enforces the applicable Active Hours schedule, or Contact Active Hours when that separate schedule is configured and applies to the contact.
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