Compliance is a non-negotiable architectural layer in Entrovox. Outbound calling schedules are strictly governed by the federal Telephone Consumer Protection Act (TCPA) calling window to protect your insurance agency against dialing outside permitted hours.
1. Legal calling windows & certified consent
Because insurance agencies certify prior express consent before activating any lead source in Entrovox, outbound dials represent consented consumer inquiries rather than unsolicited telemarketing solicitations. Stricter state telemarketing statutes (such as Colorado’s 9:00 AM – 5:00 PM limit, Texas’s 9:00 AM opening, or Sunday restrictions in California and Florida) apply to unsolicited cold solicitations and are not enforced on consented dials.
Instead, Entrovox gates all consented outbound dials against the federal TCPA baseline: 8:00 AM to 9:00 PM in the lead’s local time zone, all days, while honoring the ten major federal holidays configured in the compliance engine (New Year’s Day, MLK Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving, and Christmas Day).
Agencies that prefer stricter operational hours (for example, limiting outreach to 9:00 AM – 5:00 PM weekdays or disabling weekend dials) can configure custom calling windows in their campaign settings. Routine queue dialing intersects with and never exceeds the federal TCPA window.
2. How lead timezones are determined
Unlike legacy dialers that rely solely on phone area codes (which are frequently inaccurate due to mobile number porting), Entrovox calculates calling windows based on agency-provided geographic data:
When a lead record includes a State field, the platform maps the state to its predominant timezone by population (e.g. Central for Texas, Eastern for Florida). For leads in minority-zone portions of split states (such as El Paso, TX in Mountain time), provide an explicit Timezone column to avoid a potential one-hour offset.
If both state and timezone are omitted, the dispatch engine defaults to your agency’s primary organization timezone. Warning: If an agency in the Pacific or Central timezone calls a lead living in Eastern time without a state or timezone specified, this fallback evaluates the window in agency time and can permit dials after the lead’s local 9:00 PM federal TCPA window has closed. Always provide the lead’s state (or an explicit timezone for minority-zone regions) to protect against out-of-window dials.
3. Best practices for lead lists
- Always include the State column in CSV uploads and lead webhook payloads. See the CSV formatting guide for accepted state formats.
- Custom campaign calling hours set in your Lead Source settings restrict routine queue dialing. Note that live speed-to-lead first dials from webhooks (such as immediate email or HighLevel leads on the immediate or after-hours path) and scheduled callbacks deliberately bypass campaign office hours while strictly respecting TCPA legal limits.
- Leads queued outside calling hours automatically pause and resume at the next permitted local window (accounting for weekends, configured campaign calling days, and configured federal holidays).