Product: FranConnect Franchise Sales (Sky) – Candidate Coach Category: Lead Management / Configuration
Overview
Candidate Coach observes Quiet Hours so that leads don't get follow-up texts late at night or early in the morning. This article covers when Quiet Hours apply, which messages they hold, and why a new lead can still get a text outside those hours.
Quiet Hours at a glance
| Setting | Behavior |
|---|---|
| Quiet Hours window | Texts go out only between 8:00 AM and 9:00 PM |
| Time zone used | The lead's local time, not the sales user's or the brand's time zone |
| Activation | On by default. You don't need to turn on a separate setting or switch. |
| Messages held during Quiet Hours | Follow-up texts and appointment reminders |
| Messages not held | The first (welcome) message sent when a new lead is created |
Why did a lead get a text during Quiet Hours?
If a lead got a Candidate Coach text outside the 8:00 AM – 9:00 PM window, check whether it was the first message sent after the lead came in.
Quiet Hours intentionally do not hold the first message. Candidate Coach sends it right away so that a lead who inquires overnight or early in the morning gets a reply while they're still interested.
All later Candidate Coach texts, including follow-ups and appointment reminders, wait until the lead's Quiet Hours window opens.
Example
- A lead in the Eastern time zone submits an inquiry at 6:45 AM EDT.
- The sales user is in the Pacific time zone, where it's 3:45 AM PDT.
- Candidate Coach sends the first message right away at 6:45 AM EDT. This is expected.
- Any follow-up texts are held until 8:00 AM EDT, the lead's local time.
Troubleshooting checklist
If you think a text was sent during Quiet Hours by mistake:
- Check the message sequence. Open the lead's SMS history and see whether the text was the first message after the lead was created. If it was, this is expected behavior.
- Use the lead's time zone. Convert the send time to the lead's local time. Your own time zone and the brand's time zone aren't used.
- Check the lead's location data. Quiet Hours depend on the lead's local time, so wrong or missing address or phone location details can change the time zone Candidate Coach uses.
-
Contact Support if a follow-up text or appointment reminder went out outside 8:00 AM – 9:00 PM in the lead's local time. Include:
- The lead's name or ID
- The date and time of the message, with the time zone
- A screenshot of the SMS history
Frequently asked questions
Do I need to enable Quiet Hours? No. Quiet Hours are active by default for Candidate Coach, and there's no separate setting to turn on.
Are Quiet Hours based on my time zone? No. They're based on the lead's local time.
Can the first message be held until Quiet Hours end? No. Candidate Coach always sends the first message right away when a new lead comes in, so every inquiry gets a prompt reply.
Do Quiet Hours apply to appointment reminders? Yes. Quiet Hours hold appointment reminders and follow-up texts.
Need more help? Contact FranConnect Support at helpdesk@franconnect.com.