Quiet Hours helps insurance carriers prevent automated, system-triggered, integration-driven, and other non-urgent messages from reaching policyholders outside approved sending times. Automated messages that are triggered during Quiet Hours are held until Active Hours resume, while customer-initiated conversations can continue immediately.
Quiet Hours is especially useful for organizations that process claims, assignments, surveys, or partner events overnight but want policyholder communications to wait until an appropriate local time.
Table of Contents
- Access requirements
- How Quiet Hours works
- Messages affected by Quiet Hours
- Messages that send immediately
- Enable Quiet Hours
- Configure Active Hours
- Advanced settings
- Send a manual message during Quiet Hours
- Use Quiet Hours with the Public API
- Recommended practices
- Frequently asked questions
Access requirements
- Quiet Hours is available to all customers.
- You must be a System Admin to enable or configure the feature.
- To enable Quiet Hours, go to Admin > Organization > Features > Quiet Hours, or search for Quiet Hours from the Admin tab.
- Your organization should confirm that its configured timezone is accurate before enabling Quiet Hours.
- For the most accurate local scheduling, each case's primary contact should have a valid zip or postal code.
Note: Quiet Hours was released to Production on July 14, 2026. Feature availability may vary by organization during the Open Beta period.
How Quiet Hours works
Quiet Hours uses your organization's configured Active Hours to determine when outbound messages may be delivered. Active Hours represent the permitted sending window. Any time outside that window is considered Quiet Hours.
Messages generally fall into three behaviors during Quiet Hours:
| Behavior | What it means | Examples |
|---|---|---|
| Queue | Automated or system-triggered messages are held until the next Active Hours window. | Welcome messages, reassignment notifications, Multi-Party Texting participant notifications, surveys, API messages, and partner automated messages. |
| Send immediately | Customer-initiated messages and the supported replies they trigger continue without delay. Quiet Hours does not interrupt an active customer conversation. | CFNOL initiation, inbound-triggered auto replies, opt-in and opt-out confirmations, survey replies, and supported customer-initiated Service interactions. |
| Warn and allow | When permitted by your organization's settings, operators are warned that the contact is in Quiet Hours and can schedule the message or send it immediately. | Manual operator messages and welcome-message overrides on manually created cases. |
Quiet Hours is designed not to interrupt a real conversation. If a policyholder reaches out after hours, the appropriate replies and customer-initiated workflows can continue immediately.
How the timezone is selected
Quiet Hours is evaluated using the primary contact on the case. Co-policyholders, additional contacts, Multi-Party Texting participants, and other secondary parties are not evaluated separately.
Hi Marley determines the applicable timezone in the following order:
- Hi Marley uses the zip or postal code associated with the case's primary contact to determine the contact's local timezone.
- If a usable timezone cannot be determined from the primary contact's zip or postal code, Hi Marley uses the fallback timezone configured in the organization's Active Hours. The default fallback timezone is Central Time unless your organization changes it.
A primary contact's zip or postal code can be provided when a case is created, updated through the API, or edited later from the case's Manage details.
Tip: Keep primary-contact zip or postal codes up to date so messages can be delivered according to the policyholder's local Active Hours.
What happens to queued messages
- Messages remain queued until the next Active Hours window begins.
- When Active Hours begin, queued messages are released automatically over approximately a 10-minute window rather than all at once.
- Queued messages are processed in the order they were created, with older queued messages processed before newer ones.
- Operators do not need to manually resend queued messages when Active Hours begin.
For example, if a welcome message is triggered at 1:00 AM and the applicable Active Hours begin at 8:00 AM, the welcome message remains queued overnight and is released after the Active Hours window begins.
Messages affected by Quiet Hours
Quiet Hours generally applies to outbound messages initiated by Hi Marley workflows, partner integrations, carrier systems, or other automated processes.
| Message type | Behavior during Quiet Hours |
|---|---|
| Welcome messages, including the opt-in flow, opt-in series, and automatic resends | Queued until the next Active Hours window begins. |
| Adjuster reassignment notifications | Queued until the next Active Hours window begins. |
| Multi-Party Texting participant add and remove notifications | Queued until the next Active Hours window begins. |
| API-triggered messages from a carrier system | Queued unless the individual request uses sendImmediately = true. |
| Surveys, including API-triggered and case-closure-triggered surveys | Queued until the next Active Hours window begins. |
| Partner automated messages, including supported Verisk and similar workflows | Queued or scheduled for an appropriate time within Active Hours. |
| Manual operator messages | The operator is warned and can schedule the message or, when permitted by organization settings, override Quiet Hours. |
Partner messages and Quiet Hours
Partner automated messages now follow the same organization-level Quiet Hours configuration as other supported automated messages.
As of the 2.88 behavior, Partner Quiet Hours is no longer configured separately. Enabling Quiet Hours also enables after-hours handling for supported partner automated messages. Admins do not need to maintain a separate Partner Quiet Hours schedule.
Eligible partner workflows can also use dynamic reminder timing so reminders are scheduled according to the policyholder's applicable timezone and Active Hours rather than always sending after a fixed delay.
When the required policyholder action is completed before a pending reminder is sent, the pending reminder may be canceled automatically.
Messages that send immediately
Quiet Hours does not delay customer-initiated conversations. Examples of messages and workflows that continue immediately include:
- CFNOL initiation when the customer starts the First Notice of Loss workflow
- Inbound messages and supported responses triggered by them, including lock-out, inactivity, away, and out-of-office responses
- Opt-in and opt-out confirmations, including supported responses to START, YES, and STOP
- Customer replies to surveys
- Supported agent or assistant responses within a customer-initiated Service interaction
- Messages intentionally bypassed through the Public API using
sendImmediately = true - Manual messages that an operator explicitly overrides when your organization's configuration permits the override
Important: Quiet Hours does not prevent policyholders from contacting your organization. Inbound customer messages continue to appear in Hi Marley immediately.
Enable Quiet Hours
System Admins can enable Quiet Hours from the organization's Features settings.
- Sign in to the Hi Marley web app as a System Admin.
- Open Settings.
- Navigate to Organization > Features.
- Locate Quiet Hours.
- Enable the feature.
- Select Configure to open the Quiet Hours configuration page.
Quiet Hours uses the organization's Active Hours schedule. Admins are configuring the hours during which messages are allowed to send, not the hours during which messages should be blocked.
Configure Active Hours
Active Hours define when messages subject to Quiet Hours are permitted to send.
The Quiet Hours configuration includes:
- A fallback timezone used when Hi Marley cannot determine the primary contact's timezone. The default is Central Time.
- A daily Active Hours schedule defining when messages are allowed to send.
- The ability to turn individual days on or off.
The default Active Hours schedule is 10:00 AM to 8:00 PM Central, Monday through Friday, with Saturday and Sunday disabled. Your organization can configure a different schedule.
Recommended Active Hours when the contact's timezone is unknown
When a primary contact does not have a usable zip or postal code, Hi Marley must rely on the organization's fallback timezone. For organizations serving policyholders across multiple U.S. timezones, TCPA guidelines recommends the following conservative fallback windows:
| Fallback timezone | Recommended Active Hours |
|---|---|
| Eastern | 11:00 AM-9:00 PM |
| Central | 10:00 AM-8:00 PM |
| Mountain | 9:00 AM-7:00 PM |
| Pacific | 8:00 AM-6:00 PM |
Each row represents the same nationwide window: 8:00 AM Pacific through 9:00 PM Eastern.
Important: Your organization should use its own legal and compliance guidance when determining the appropriate messaging windows for its workflows, policyholders, and jurisdictions.
Example
If your organization's fallback Active Hours are configured as 10:00 AM through 8:00 PM Central and Hi Marley cannot determine a primary contact's timezone, those Central Time hours are used to determine when messages can send.
Advanced settings
Contact Active Hours
Your organization can optionally configure a separate set of Contact Active Hours for use when Hi Marley knows the primary contact's timezone.
When Contact Active Hours are enabled:
- Contacts with a known timezone use the Contact Active Hours schedule in their local timezone.
- Contacts whose timezone cannot be determined continue to use the organization's standard Active Hours and fallback timezone.
This allows organizations to maintain a conservative fallback schedule for contacts whose location is unknown while using a more precise local schedule for contacts with valid zip or postal codes.
For example, an organization might configure its standard Active Hours as 10:00 AM-8:00 PM Central while configuring Contact Active Hours as 8:00 AM-7:00 PM local time. A contact with a known Pacific timezone would use 8:00 AM-7:00 PM Pacific, while a contact with no usable zip or postal code would continue to use 10:00 AM-8:00 PM Central.
Disable sending messages during Quiet Hours
Organizations can also enable Disable sending messages during quiet hours to add additional restrictions for operators.
When enabled:
- Operators cannot use the normal Send now option from the Quiet Hours warning.
- The immediate-send option is hidden.
- Operators can schedule messages only for times when the contact is available.
A message override remains available from the scheduled-message drawer, so this setting adds additional friction to after-hours sending but does not remove every possible override path.
Send a manual message during Quiet Hours
When an operator attempts to send a manual message while the primary contact is within Quiet Hours, Hi Marley displays a warning before the message is delivered.
- Open the case and compose the message.
- Select Send.
- Review the Quiet Hours warning.
- Depending on your organization's configuration, choose one of the available actions:
- Schedule: Hold the message until the contact is within an available Active Hours window.
- Send now: Override Quiet Hours and immediately deliver the message.
If your organization has enabled Disable sending messages during quiet hours, the standard Send now option is hidden and operators can schedule the message for an available time instead.
Operators should reserve overrides for situations where immediate communication is appropriate or expected by the policyholder.
Use Quiet Hours with the Public API
Integrating with Quiet Hours? For implementation guidance, supported API behavior, and integration-specific configuration, see Integrating Quiet Hours .
Messages created through the Hi Marley Public API are subject to Quiet Hours by default. If an API-triggered message is created outside the applicable Active Hours, Hi Marley queues it until the next permitted sending window.
Specific messages can be configured to bypass Quiet Hours when immediate delivery is required. Refer to the integration guide above for implementation details.
Recommended practices
- Populate and maintain zip or postal codes for primary contacts whenever possible.
- Review your organization's fallback timezone before enabling Quiet Hours.
- Choose Active Hours that reflect when your organization considers policyholder outreach appropriate.
- Use Contact Active Hours when you want a more precise local sending window for contacts whose timezone is known.
- Review automated welcome flows, surveys, reassignment messages, Multi-Party Texting notifications, API workflows, and partner messages before rollout.
- Train operators on the difference between scheduling a message and overriding Quiet Hours.
- Consider enabling Disable sending messages during quiet hours if your organization wants stronger controls on manual after-hours outreach.
- Reserve manual and API overrides for communications that genuinely need to be sent immediately.
- Have your legal or compliance team determine the Active Hours appropriate for your organization.
Frequently asked questions
Can a policyholder still reply during Quiet Hours?
Yes. Quiet Hours does not restrict inbound communication. Policyholder messages are received immediately and appear in the case as usual. Supported replies and workflows triggered by that customer-initiated conversation can also continue immediately.
Are policyholder opt-in and opt-out messages delayed?
No. Supported customer-initiated opt-in and opt-out confirmations, including supported responses to START, YES, and STOP, continue to process immediately.
What happens if the primary contact does not have a zip or postal code?
Hi Marley uses the fallback timezone configured in the organization's Active Hours when it cannot determine a timezone from the primary contact's zip or postal code. The default fallback timezone is Central Time unless your organization changes it.
Does Quiet Hours use the operator's timezone?
No. Quiet Hours uses the timezone determined from the primary contact's zip or postal code. If that information is unavailable, it uses the organization's fallback timezone.
In what order are queued messages delivered?
Queued messages are processed in the order they were created when the next Active Hours window begins. Messages are released over approximately a 10-minute window rather than all at once.
Can an operator send an urgent message immediately?
When overrides are permitted, yes. Hi Marley warns the operator and provides an option to send immediately. If your organization enables Disable sending messages during quiet hours, the normal Send now option is hidden. A separate override remains available from the scheduled-message drawer.
Are API messages automatically exempt from Quiet Hours?
No. API-triggered messages follow Quiet Hours by default. To bypass Quiet Hours for an individual request, the sending system must set sendImmediately = true.
Do partner messages require a separate Quiet Hours setting?
No. Supported partner automated messages follow the same organization-level Quiet Hours configuration. As of the 2.88 behavior, Partner Quiet Hours is no longer configured separately.
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