3d • General discussion
Decide What Happens After Hours
Command note: your automations do not know it is 11pm. They only know a trigger fired.
Every account has a night shift nobody staffed. A form fills at 2am, a workflow sends, a lead replies, and it sits unseen until morning. Or worse, the client's phone buzzes at midnight for a lead who will not answer anyway.
After-hours behavior is a decision, not a default. Make it once per account:
• Which channels may send at any hour, and which wait for business hours
• What an inbound lead hears at 11pm, so silence is not the answer
• Where a night lead lands in the morning — a task, a stage, a named person
• Whether internal notifications wake someone, or queue until open
Do it now:
1) List every outbound action that can fire at any hour — SMS, email, internal notification, call task
2) Set the client's real business hours in the sub-account, and check every calendar matches
3) Gate the sends that should wait; leave the ones that genuinely should not
4) Write one out-of-hours reply that sets a real expectation, not a shrug
5) Run a test contact through at night and read exactly what a human would have received
The point is not to go quiet after 6pm. It is to decide what the account says when no one is there to say it.
An account that behaves the same at 2am as it does at 2pm is not automated. It is unsupervised.
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Decide What Happens After Hours
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