What is Time Zone Protect?
Time Zone Protect makes sure your team only calls and texts leads during their local calling hours. Shape figures out where each lead actually lives, then warns your team before they call or text a lead outside that lead’s calling window.
It runs automatically in the background. Your team doesn’t need to check time zones, look up state rules, or do math before dialing. The warning is a safeguard, not a hard block: if a call or text truly needs to go out, users can confirm and proceed. The exception is texting from the mobile app, which has no override.
In short, Time Zone Protect:
- Uses the lead’s address first, not just their phone number’s area code
- Applies calling hours configured for each state
- Accounts for daylight saving time, holidays, and states with more than one time zone
- Checks only the record being contacted, even when other records share the phone number
- Warns users before off-hours calls and texts, with the option to proceed when needed
- Keeps leads out of Shark Tank until they can be contacted
Why does Time Zone Protect matter?
A call at the wrong hour can cost you a lead, a customer’s trust, and your team’s reputation. Time Zone Protect takes that risk off your team’s plate so they can focus on conversations, not clocks.
It protects the customer experience. Nobody wants a sales call at 7 AM or a text at 10 PM. Reaching people at reasonable hours shows respect, and respectful outreach is more likely to get a positive response.
It improves contact rates. Leads are more likely to pick up and engage when they’re awake, available, and not caught off guard. Calling within their window means your team’s effort goes toward conversations that can actually happen.
It reduces risk from human error. Many states set their own rules about when businesses can call or text. Tracking those by hand across dozens of states, holidays, and time zones is error-prone. Time Zone Protect checks Shape’s configured windows automatically and flags anything outside them before it goes out.
It handles the tricky cases for you. People move but keep their phone numbers. A lead with a Florida number may live in Nevada. Shape checks the lead’s address first, so your team isn’t relying on an outdated area code.
It keeps your team efficient. Loan officers and reps start their day across different time zones. Time Zone Protect means they only see and pull leads they can contact right now, so no one wastes time on records that aren’t ready.
How does Shape determine a lead’s time zone?
Shape uses the lead’s address first and the phone number’s area code last. Phone numbers often travel with people when they move, so an area code alone can point to the wrong time zone.
Shape checks these fields in order and uses the first one it can:
| Priority | Checks first | If missing or invalid |
|---|---|---|
| 1 | Present ZIP Code | Present State |
| 2 | Mailing ZIP Code | Mailing State |
| 3 | Property ZIP Code | Property State |
| 4 | Phone number area code | Last resort only |
ZIP codes come first because they’re more precise than a state, especially in states that span more than one time zone.
Example: Florida phone number, Nevada resident
- Present ZIP Code: 89109 (Las Vegas, Nevada)
- Present State: Nevada
- Phone number: Florida area code
Result: Shape uses Nevada’s calling window, not Florida’s.
Calling hours by state
Shape’s default calling window is 8:00 AM to 9:00 PM, every day, in the lead’s local time. The states below have their own configured windows.
| State | Configured calling hours (lead’s local time) |
|---|---|
| Alabama | 8 AM–8 PM; closed Sundays and configured holidays |
| Connecticut | 9 AM–8 PM, daily |
| Florida | 8 AM–8 PM, daily |
| Kentucky | 10 AM–9 PM, daily |
| Louisiana | 8 AM–8 PM, Monday–Friday; closed weekends and configured holidays |
| Maryland | 8 AM–8 PM, daily |
| Massachusetts | 8 AM–8 PM, daily |
| Minnesota | 9 AM–9 PM, daily |
| Mississippi | 8 AM–8 PM (9 AM–8 PM during daylight saving time); closed Sundays |
| Nevada | 9 AM–8 PM, daily |
| New Mexico | 9 AM–9 PM, daily |
| Oklahoma | 8 AM–8 PM, daily |
| Oregon | 8 AM–8 PM, daily |
| Pennsylvania | 9 AM–7 PM Monday–Friday; 9 AM–12 PM Saturday; closed Sundays and configured holidays |
| Rhode Island | 9 AM–6 PM Monday–Friday; 10 AM–5 PM Saturday; closed Sundays and configured holidays |
| South Dakota | 9 AM–9 PM; closed Sundays |
| Texas | 9 AM–9 PM Monday–Saturday; 12 PM–9 PM Sunday |
| Utah | 8 AM–9 PM; closed Sundays and configured holidays |
| Washington | 8 AM–8 PM, daily |
| Wyoming | 8 AM–8 PM, daily |
| All other states | 8 AM–9 PM, daily (default) |
These hours describe how Shape’s feature is configured. They aren’t a reference for legal calling requirements.
Holidays, daylight saving time, and other special cases
When Shape isn’t sure, it always chooses the more restrictive calling window. That way, uncertainty never leads to a call at the wrong time.
Holidays. Alabama, Louisiana, Pennsylvania, Rhode Island, and Utah have extra holiday restrictions. On a restricted holiday, leads in those states are unavailable for the whole day. Shape includes configured federal holidays, state-specific holidays, and observed dates.
Daylight saving time. Shape adjusts for daylight saving time automatically. No action is needed from your team.
States with more than one time zone. Shape uses the lead’s ZIP code to find the right time zone. If only the state is known, Shape uses the most restrictive window for that state.
Conflicting location information. Shape prioritizes verified current location information. If the location can’t be verified, it uses the most restrictive window that applies.
Connecticut, Maryland, Oklahoma, and Oregon. For these states, Shape also checks the phone number’s area code and applies whichever window is more restrictive.
Leads that share a phone number
Sometimes several lead records share the same phone number, such as a couple applying separately or a contact with more than one opportunity. Time Zone Protect evaluates the specific record you’re contacting from, not every record with that number.
Example: Lead A lives in New York (Eastern) and Lead B lives in California (Pacific), and they share a phone number. A text sent from Lead A follows Lead A’s calling hours. Lead B’s time zone doesn’t restrict it.
This applies to every type of outreach: manual calls and texts, triggers, drip campaigns, and AI calls and texts all follow the Time Zone Protect rules of the record they started from.
Shared phone numbers also affect where texts and calls are logged. Outbound texts show only on the record they were sent from, inbound texts show on every record with that number, and inbound calls are logged on the most recent matching record. See Duplicate Record Management for details.
Calling a number with no record
If you dial a phone number directly without a lead record open, Shape has no address to check. It uses the phone number’s area code instead.
| Area code | Calling window Shape applies |
|---|---|
| US area code | The time zone and calling hours of the area code’s state. State-specific rules for Connecticut, Maryland, Oklahoma, and Oregon also apply by area code. |
| Non-US area code | The call is only allowed while it’s between 8 AM and 9 PM in every US time zone. |
Example: You dial a number with a Texas area code on a Sunday morning, with no record open. Shape applies Texas’s Sunday window, which starts at 12 PM local time.
Can Time Zone Protect be turned on or off?
The on/off toggle only applies to calls your users place. Texting and AI agent outreach are always protected. For users, protection means a warning they can override; AI agents always wait for the window.
| Communication type | Time Zone Protect | Can it go out anyway? |
|---|---|---|
| Calls placed by users in Shape | Account-level toggle (OFF by default) | Yes, after the user confirms a warning |
| Texts sent by users from the web app | Always on | Yes, after the user confirms a warning |
| Texts sent by users from the mobile app | Always on | No, the text is refused (no Send anyway option) |
| AI agent outbound calls | Always on | No, the AI agent waits for the window |
| AI agent outbound texts | Always on | No, the AI agent waits for the window |
| Calls through third-party dialers (such as 8x8 or RingCentral) | Not covered | Shape can’t block or warn on these calls |
| Shark Tank (List View and Pull Queue) | Always on, even when the calling toggle is off | No, leads are hidden until their window opens, and Get Lead skips them |
Calls placed by users. Administrators can turn on Time Zone Protect for user calls with the account’s calling toggle. It’s off by default, so we recommend checking this setting during account setup. When it’s on, users see a warning before calling a lead outside its window.
Texts and AI agents. Texting is always protected: users see a warning before sending outside a lead’s window. AI agents always wait for the window and never call or text outside it. Turning off the calling toggle doesn’t affect either.
Calling or texting outside a lead’s window
When a user calls or texts a lead outside its calling window, Shape shows a warning first. The user can cancel, or confirm and proceed if the call or text truly needs to go out.
- The user starts a call or text.
- Shape checks the lead’s calling window.
- If the lead is outside its window, Shape shows a warning with the reason.
- The user cancels, or confirms to call or send anyway.
A few things to know:
- Overrides are for users only. AI agents never call or text outside the window.
- The warning appears for user calls only when the account’s calling toggle is on. Texts always show it.
- The mobile app has no Send anyway button. Texts from the app to a lead outside its window are refused. To send one anyway, use the web app.
- Shark Tank still hides leads outside their window. The warning applies once a lead is already assigned to you.
Your organization decides when overriding a warning is appropriate. We recommend a clear internal policy so users know when it’s okay to proceed.
Third-party dialers aren’t covered
Time Zone Protect only applies to calls and texts sent through Shape. If a user clicks a phone link that opens a third-party dialer, such as 8x8 or RingCentral, Shape can’t block or warn on that call. Those systems are outside Shape’s control.
If your team uses a third-party dialer, check whether it offers its own calling-hour controls, and make sure users know Shape’s warnings won’t appear there.
How Time Zone Protect works in Shark Tank
Leads outside their calling window don’t appear in Shark Tank. This keeps users from claiming records they can’t contact yet.
This is always on in Shark Tank, for every account, even if your account’s calling toggle is off. That toggle only controls warnings on calls users place directly. Hidden leads aren’t lost: they come back as soon as their hours open, and in Pull Queue, Get Lead skips them until then.
It applies to both Shark Tank types. The names are interchangeable; Shape 2.0 uses Cherry-Pick and Blind-Pull.
- List View (Cherry-Pick in Shape 2.0): users browse and select individual records
- Pull Queue (Blind-Pull in Shape 2.0): users select Get Lead and Shape assigns the next eligible record
When a lead is outside its calling window:
- It’s hidden from Shark Tank results and can’t be claimed
- Shark Tank counts only include leads that can be pulled right now
- When the window opens, the lead reappears automatically (if it meets all other distribution rules)
- When the window closes, the lead is removed again
Example: A loan officer starts at 8:00 AM Eastern. A lead living in Nevada has a Florida phone number. It’s 5:00 AM in Nevada, so the lead stays hidden. Once Nevada’s window opens, the lead can show up in Shark Tank.
How Time Zone Protect works with State Licensing Distribution
Time Zone Protect decides when a lead can be contacted. State Licensing Distribution decides who can receive it. They run independently and use different location priorities.
| Time Zone Protect | State Licensing Distribution (mortgage) | State Licensing Distribution (other industries) | |
|---|---|---|---|
| Purpose | When to contact | Who receives the lead | Who receives the lead |
| Checks first | Present ZIP / State | Property State | Present / Physical State |
| Then | Mailing, then Property | Present / Physical State, then Mailing State | Mailing State |
| Uses area code? | Last resort, and for direct dials with no record | Inbound call routing only, as a fallback | Inbound call routing only, as a fallback |
| Matched against | Configured calling windows | User’s State Eligibility | User’s State Eligibility |
Where licensing comes from. Shape matches the lead’s state against the State Eligibility field on each user’s profile. A user only receives a lead when every required state is in their State Eligibility. In Distribution Rules, this check is turned on with Follow User Profile State Eligibility; in Shark Tank, with the State Eligibility setting. Keep this field current as licenses are added or expire.
Area codes and inbound calls. Lead distribution never uses the phone number’s area code. That includes web forms, API and HTTP posts, Distribution Rules, and Shark Tank. The one exception is inbound call routing: when Shape has no state information for a caller, it uses the caller’s area code as a fallback to route the call to an eligible user.
Example: A borrower lives in Nevada but is buying a home in California.
- Time Zone Protect uses Nevada to set the calling window.
- State Licensing Distribution uses California to decide which loan officers can receive the lead.
Oregon residents: dual-state licensing for mortgage leads
If a mortgage borrower’s Present State is Oregon, the loan officer must hold an active Oregon license plus a license for the Property State. This applies even when the property is outside Oregon.
Oregon is an added requirement, not a replacement. The loan officer’s State Eligibility must include both Oregon and the Property State. Property State stays the primary licensing state, and the routing order above doesn’t change.
| Present State | Property State | Required in the loan officer’s State Eligibility |
|---|---|---|
| Oregon | Missouri | Oregon and Missouri |
| Oregon | Oregon | Oregon |
| Nevada | Missouri | Missouri |
How Shape applies it:
- Shape finds the licensing state using the normal priority (Property State first).
- If Present State is Oregon, Shape adds Oregon as a second required license.
- Shape confirms every required state is in the loan officer’s State Eligibility before assigning the lead.
- If no loan officer holds all required licenses, Shape won’t automatically distribute the lead to an ineligible user.
- This applies to all mortgage accounts using State Licensing Distribution, including automated routing and Shark Tank claiming.
If Shape can’t determine the state for licensing, the lead isn’t distributed through licensing-based routing until eligibility can be verified. In Shark Tanks with licensing configured, a lead must pass both checks, plus any other distribution rules, before it can be claimed.
Troubleshooting: why can’t I see a lead, or why am I getting a warning?
Most of the time, the lead is simply outside its calling window. Work through these checks in order:
- Check which record you’re contacting from. If several records share the phone number, Shape uses the one you’re working in. Another record’s location doesn’t apply.
- Check the lead’s location. Look at Present ZIP Code and State, then Mailing and Property address. Shape may be using a different location than the phone number suggests.
- Check the local time. Compare the current time in the lead’s location to that state’s calling hours, including weekends and holidays. For a direct dial with no record open, use the area code’s state.
- Check licensing (mortgage accounts). Confirm the Property State and the State Eligibility on the user’s profile. If the borrower’s Present State is Oregon, the user’s State Eligibility must also include Oregon.
- Fix missing or outdated info. Missing ZIP codes, old addresses, or conflicting states can change which window applies. Update the record if needed.
- Review other distribution settings. Shark Tank and lead distribution rules in your account can also exclude a record.
Frequently asked questions
Does Shape use a lead’s phone number to determine their time zone?+
Only as a last resort, or when you dial a number with no record open. Shape checks address information first. For Connecticut, Maryland, Oklahoma, and Oregon, Shape also considers the area code and applies the more restrictive window.
Does Shape check ZIP code or state first?+
ZIP code. If it’s missing or invalid, Shape uses the matching state.
Does Time Zone Protect use the property address for mortgage leads?+
Yes, when Present and Mailing address information isn’t available.
Does Time Zone Protect apply to text messages?+
Yes, always. It can’t be turned off for texting. Users see a warning before sending outside a lead’s window and can proceed if needed.
Does Time Zone Protect apply to AI agents?+
Yes. AI outbound calls and texts always follow Shape’s configured calling windows.
Can I turn off Time Zone Protect for calls?+
Yes. An account-level toggle controls it for calls your users place. It’s off by default. Texting and AI outreach stay protected either way.
Does turning off the calling toggle affect Shark Tank?+
No. Shark Tank always hides leads outside their calling hours, whatever the toggle says. The hidden leads come back as soon as their hours open.
Two leads share a phone number but live in different time zones. Which hours apply?+
The hours of the record you’re contacting from. Other records with the same number don’t affect it.
What time zone does Shape use when I dial a number directly?+
With no record open, Shape uses the phone number’s area code and applies that state’s time zone and calling hours.
What if I dial a number with a non-US area code?+
The call is only allowed while it’s between 8 AM and 9 PM in every US time zone.
Can I still call or text a lead outside its calling window?+
Yes, from the web app. Shape warns you first, and you can proceed if the call or text needs to go out. Texts from the mobile app are refused, since the app has no Send anyway option. AI agents can’t override and always wait for the window. Leads outside their window also stay hidden in Shark Tank.
Why was my text from the mobile app refused?+
The lead is outside its calling window, and the mobile app has no Send anyway option. Wait for the window to open, or send the text from the web app, where you can confirm the warning and proceed.
Does Time Zone Protect apply to 8x8, RingCentral, or other third-party dialers?+
No. If you click a phone link that opens a third-party dialer, the call happens outside Shape, so Shape can’t block or warn on it.
Does Shape account for daylight saving time?+
Yes, automatically.
Why isn’t a lead showing in Shark Tank?+
It may be outside its calling window, the user may not meet licensing requirements, or another distribution setting may be excluding it.
Do leads come back to Shark Tank automatically?+
Yes. A lead becomes available as soon as its calling window opens, as long as it meets all other distribution rules.
Can a loan officer receive a lead with an out-of-state phone number?+
Yes. Lead distribution uses the lead’s state information, not the phone number’s area code. Area codes are only used as a fallback for routing inbound calls.
Why does an Oregon borrower need an Oregon-licensed loan officer when the property is in another state?+
For mortgage accounts, Shape requires Oregon in the loan officer’s State Eligibility whenever the borrower’s Present State is Oregon, in addition to the Property State license. A borrower in Oregon buying in Missouri goes only to loan officers licensed in both states.
Which licensing information does Shape check?+
The State Eligibility field on each user’s profile. Make sure it lists every state the user is licensed to work.
Are List View and Cherry-Pick the same thing?+
Yes. List View and Pull Queue are the current Shark Tank names. Shape 2.0 calls them Cherry-Pick and Blind-Pull.
Does Time Zone Protect guarantee legal compliance?+
No. It applies the calling windows configured in Shape to help you manage communication timing. It isn’t a determination of what’s legally permitted.
Need help?
If a lead is blocked unexpectedly, shows up in Shark Tank at the wrong time, or goes to an unexpected user, Shape Support can investigate. Please include:
- The lead’s Shape record URL
- The date and time of the issue, including time zone
- The user or loan officer involved
- What happened versus what you expected
- Any relevant location details or screenshots
Email: help@setshape.com · Website: setshape.com
Related guides: Drip Campaigns · Duplicate Record Management · Inbound Call Reporting
This article describes how Shape’s Time Zone Protect and State Licensing Distribution features operate. Calling windows and distribution settings are platform configurations and should not be interpreted as legal guidance or a guarantee of regulatory compliance. When a user overrides a Time Zone Protect warning, your organization is responsible for that decision.