SkillReaching
Best Time to Call
Knows who to call, and when
What is Best Time to Call?
Best Time to Call is a method that calculates, from past conversation data, the window in which each person is most likely to answer the phone, and schedules outbound calls into it. luup starts from industry patterns when there is not enough history and sharpens with every call outcome; under no circumstances does it call outside the hours you allow.
Calls go out when the team is free, not when the customer is.
Each person is called in the window where their chance of answering is highest.
How does it work?
- 1
History is read
The hours at which this person previously called and answered are extracted.
- 2
A window is calculated
The time band with the highest chance of an answer is identified.
- 3
The queue is ordered
Outbound calls are scheduled into those windows.
- 4
It learns
Every call outcome is fed back into the model.
What does it need?
A skill with a missing precondition is not hidden in the panel — it is shown with the gap. Hiding what is required only produces disappointment during setup.
- Call history
- An outbound calling channel
What it deliberately does not do
Claiming a result is easy. What follows is not a claim but a set of limits the product enforces mechanically: the skill cannot do these things, because a layer that cannot be switched off stops it.
- It starts no call of its own; it only sets the hour another skill will use.
- It proposes no hour outside quiet hours or the permitted calling window.
- With too little data it invents no prediction and falls back to the sector default.
Where it sits on the autonomy ladder
A 0–4 ladder decides how much the assistant may do without asking you, and it is set separately for each channel and each topic. The meaning of each rung is the same across every skill.
Best Time to Call comes into play at rung 1 of the ladder.
- 0
Listens only
Writes nothing to customers; it only records.
- 1
Drafts a reply
Writes it but does not send it; the draft waits in the panel.
- 2
Waits for approval
The reply is ready; sending it is your decision.
- 3
Answers on its own
Sends, and stops to call you in when it gets stuck.
- 4
Full authority
Books, quotes and collects payment.
Wherever the ladder sits, every outgoing message passes the Conversation Rules and the consent check; neither layer can be switched off.
SSS
Sık sorulanlar
Where history is thin the skill starts from industry and general behaviour patterns, then sharpens on your own data. Suggestions are more generic in the first weeks and become person-specific as conversation volume grows.
No. It never calls outside the hours you allow, and never at hours the law does not permit. You define the windows from the panel.
It works alongside Calling Back Missed Calls, Winning Back Old Customers and Automatic Follow-Up: they decide who to call, and Best Time to Call decides when.