Docs/AI agents
Business hours, time zones, and follow-up timing
One rule covers most of this: a lead who needs a reply gets a reply, and everything the AI would start on its own waits for business hours.
Which hours and which timezone apply
| Account type | Hours and timezone used |
|---|---|
| GoHighLevel connected to Sendify | The business hours configured on that GoHighLevel sub account |
| Sendify Direct and API | The business hours configured in your Sendify Direct settings |
For API accounts the timezone used for message times and business hours is set on the custom location in the portal, alongside your outbound webhook URL. See portal setup.
Set them in one place
What happens after hours
| Situation | Behavior |
|---|---|
| A lead replies at 10pm and needs an answer | The AI answers |
| A proactive follow up comes due at 10pm | It holds and shows as deferred |
| A new lead enters outside hours | The AI's outreach holds until hours open |
| Weekend, when your hours exclude weekends | Same as any other closed period: replies happen, initiated messages hold |
Deferred is a normal, expected status, not a failure. Full status reference: queued, pending, or deferred.
Follow-up timing
Timing itself is configured on the AI: the initial wait before the first message and the delays between follow ups. Those settings and how to think about them live in timing and delays and follow ups. This page only covers what business hours do on top of them.
The interaction to keep in mind: a delay can come due while you are closed. The message is not skipped and it is not sent late in the evening. It waits, and it goes out when your hours open.
Hours are always set
If a delay elapses overnight, nothing is lost and nothing sends at 2am. The message goes out at the start of your next open window.
Why didn't my follow-up send when I expected?
| Check | What it tells you |
|---|---|
| Was it outside business hours? | If yes, the message is deferred and will go out when hours open |
| Has the configured delay actually elapsed? | Initial wait and follow-up delays are set on the AI |
| Is the line at its hourly capacity? | Then the message is queued, not deferred |
| Is the AI still on for that contact? | An automation, a takeover, or an opt-out can have switched it off |
| Did the lead reply in between? | A reply changes what the AI does next |
Still need a hand?
If your volume is going to run past the daily or hourly limits, or something is not behaving the way these docs describe, talk to our team.