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Your AI agents follow the same rules as the dialer:
  • Do not call always wins. An AI agent never calls a lead on do-not-call, or a number on your Do Not Call list.
  • Calling hours follow the lead’s time zone. AI calls only go out during allowed hours where the lead lives.
  • Calls outside hours wait. They aren’t lost. They go out at the lead’s next allowed time.
These rules apply to every AI call: workflows, AI campaigns, direct calls and calls your AI assistant starts.

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When a lead asks for a call

Some leads opt in late at night. If they reply that they want a call, the AI can call them right away, even outside calling hours. That’s a call request.
  1. Ask first. For example, text: “We have 24/7 support. Is it okay if we call you now?”
  2. Record their yes. Use one of these:
    • In a workflow: add the Record call request step after the text. It only records a clear yes. “No”, “call me tomorrow” or “after 5” record nothing. You can branch on its result.
    • In the Inbox: click They asked for a call now in the conversation. Their latest text is saved as proof.
  3. Start the AI call. It goes out right away.
Inbox conversation where the lead texted Can someone call me now; in the side panel, under the Do not contact switches, the They asked for a call now button with AI calls allowed until a time

After you click They asked for a call now, the panel shows how long AI calls are allowed. Example data.

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What a call request allows

  • One call, to that lead only.
  • It lasts 2 hours by default. An admin can set anything from 5 to 240 minutes.
  • Do not call still wins. A lead on do-not-call is never called, even after a yes.
  • The lead’s exact words and the time are saved on their contact timeline.
Running opt-in campaigns after hours? Put Record call request right after your “okay to call?” text, then the AI call step. Leads who say yes get a call right away. Everyone else is called the next morning.

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How to tell why a call didn’t go out

  • Workflow logs show the reason, for example “Outside calling hours, next allowed 9:00 AM their time” or “On Do Not Call”.
  • AI campaigns show how many calls are waiting for calling hours and how many were blocked by do-not-call.