📞 TCPA Compliancy Toolkit: Honoring Permitted Communication Hours Follow

To help your firm stay compliant with the U.S. Telephone Consumer Protection Act (TCPA), our Legal CRM offers an optional Compliancy Toolkit that restricts outbound calls to U.S. leads within permitted hours.

⚙️ Note: This feature is optional. We are providing the toolkit as a resource to support your firm's compliance efforts. You may choose to enable it based on your internal policies and procedures.

⏰ What Are the Permitted Hours for Calls?

Per TCPA regulations, US outbound calls may only be placed during the following times in the lead’s local time zone:

• Weekdays (Mon–Fri): 8:00 AM – 9:00 PM

• Weekends (Sat–Sun): 9:00 AM – 9:00 PM

🔒 Text messages are not restricted by this feature. The toolkit applies to calls only.

✅ What the Feature Does

Once enabled, the CRM will automatically block outbound calls made outside of TCPA-permitted hours based on the lead’s time zone. Your team will only be able to call leads during the allowable time windows.

🔧 How to Enable the TCPA Call Restriction

To activate this safeguard:

1. Go to Setup in your CRM.

2. Click on Global Settings and Statuses.

3. Locate the Enforce TCPA Contact Hours for U.S. Leads section.

4. Toggle the option to Enable & the press Save.

Once active, call restrictions will be enforced system-wide.

🧠 How the CRM Determines the Lead’s Time Zone

The system uses available lead data to identify the appropriate time zone:

• If the CRM can identify the lead’s primary address zip code or primary cell phone area code:
  The correct time zone will be applied. The zip code is checked first. 

• If the CRM cannot determine the lead's country:
  It will assume the lead is located in the U.S.

• If the CRM cannot determine the time zone at all (rare), such as a zip code or area code lookup cannot be associated with a timezone:
  Calls will be blocked to ensure TCPA compliance. You may contact support if there is a lead where a timezone could not be determined. We will review and potentially be able to add their location to our timezone lookup table. 

⚠️ Important Notes

• This feature applies only to US outbound phone calls made through the CRM.

• Text messages are not impacted by this toolkit.

• If there are any previously generated outbound calls already in the queue, if an agent attempts to call a lead outside of TCPA approved hours they will see a warning message. Once they recycle the call it will go back into the queue and appear once the lead's is able to be called.

• The Compliancy Toolkit is designed to help reduce your firm's risk and support responsible lead outreach, but it is not a replacement for legal advice or internal compliance processes.

Need help or have more questions? Our support team is happy to assist.