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Your agent’s time zone decides what “tomorrow at nine” means. It is one picker in the Configure tab, and getting it wrong is quiet: nothing breaks, appointments simply land in the wrong hour and you find out from a customer.

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Before you start

  • An agent, even an unfinished one. See Create your first agent.
  • One minute.
  • The time zone your customers are in, which is not always the one you are in.
  • You will be working in your agent’s Configure tab.

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Steps

1

Open the Configure tab

Open your agent and go to Configure. Time Zone sits under Agent Information, below Interrupt Greeting.
2

Pick the time zone your customers are in

Choose the zone your business operates in. If you have staff in one place and customers in another, pick the customers, because they are the ones saying “tomorrow morning”.
3

Save and check a booking

Save, then call your agent and book a test appointment for a specific time. Open your calendar and confirm it landed on the hour you asked for. See Test your agent yourself.

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You will know it worked when

You ask your agent to book something for ten in the morning, and it appears in your calendar at ten in the morning. Not nine, not one in the afternoon.

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What the time zone controls

  • Appointments. What your agent understands when a caller says a time, and what it writes into your calendar. See Book appointments.
  • Opening hours. Whether it treats the current moment as inside or outside your hours. See Business hours and after hours.
  • Call backs. When a call back scheduled for “this afternoon” actually goes out. See Schedule a callback.
  • Campaigns. The hours your outbound calls are allowed to run in. See What is a campaign.

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Businesses in more than one time zone

Run one agent per time zone and give each its own phone number. That way a caller who dials the number for your Denver branch gets an agent that thinks in Denver time, and nobody has to do arithmetic on the phone. See Assign a number to an agent. Trying to make one agent serve two zones does not work well, because the caller never says which zone they mean.

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What else you can do here

  • Set the hours your transfers and call backs are allowed to run in. See Business hours and after hours.
  • Set the time zone on a booking action separately, if a specific calendar runs on a different zone. See Book appointments.
  • Check your workspace time zone as well, which is what your reports are shown in.

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If it did not work

Appointments land an hour out. Almost always daylight saving. Confirm you picked a named city zone rather than a fixed offset, since a named zone follows the clock change and a fixed offset does not. Appointments land several hours out. The agent time zone and the calendar time zone disagree. Check the time zone on your booking action as well as the one here. See Book appointments. Your agent thinks you are closed when you are open. The time zone is right but the hours are set against a different one. See Business hours and after hours. Call backs go out at the wrong time. Same cause. The call back uses the agent time zone, so fix it here and the schedule follows.

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FAQ

Open your agent, go to Configure, and choose Time Zone under Agent Information. Save, then book a test appointment and check it lands on the right hour.
In almost every case the agent time zone and your calendar time zone do not match, or a fixed offset was chosen instead of a named city so daylight saving is ignored. Check both, then book a test appointment to confirm.
Yes, as long as you picked a named zone such as America/Denver rather than a fixed offset. Named zones follow the clock change on their own and you never have to touch them again.
Your customers’. They are the ones saying “tomorrow at nine”, and they mean nine where they are. If your team sits elsewhere, let the calendar handle the conversion.
Not cleanly, because callers do not say which zone they mean. Run one agent per zone with its own phone number instead. See Assign a number to an agent.
No. Bookings already in your calendar stay where they are. The change applies to calls from that point on, so check any bookings taken while the setting was wrong.