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.
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.
- Ask first. For example, text: "We have 24/7 support. Is it okay if we call you now?"
- 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.
- Start the AI call. It goes out right away.
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.
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.