Best Time to Contact Customers Using Zia

Timing a sales call or sending an email at the right moment can make the difference between a conversation and a missed connection. Zia's Best Time to Contact feature analyses your team's historical interaction data to surface the moments when each lead or contact is most likely to pick up the phone or respond to an email. Suggestions operate at the individual record level — each customer's recommended windows reflect their own actual communication history, not an average across your database.

How Zia Determines the Best Time

Zia analyses the full history of your team's calls and emails with each customer to identify responsiveness patterns. The data points it draws on include:

Signal type	What Zia looks at
Call patterns	Answer rates, call duration (qualifying calls of one minute or more), missed call frequency, and times when incoming calls are most likely to be answered
Email behaviour	Open rates, link click timing, response speed, and time-of-day patterns in when the customer reads and replies to messages
Daily patterns	Communication activity mapped across the working day, respecting your organisation's configured working hours and the customer's locale timezone
Confidence rating	Suggestions are displayed with star ratings indicating confidence level. Outdated suggestions are automatically struck through 30 minutes after the suggested window has passed

Minimum data requirement: Suggestions only appear once at least one qualifying interaction has occurred — an answered call, missed call, received call, opened email, clicked email link, or received email. Records with no interaction history will not show suggestions. Suggestions cannot be manually adjusted; they are generated and updated entirely by Zia.

Where Suggestions Appear

Best Time to Contact suggestions surface on record detail pages in the Leads and Contacts modules. The widget presents recommended contact windows alongside the method — call or email — for which each time applies. Representatives can act directly from the widget where telephony integration is enabled.

Zia Reminders

Knowing the best time to contact a customer is only useful if your team actually acts on it. Zia Reminders bridge that gap by automatically scheduling pop-up notifications timed to the suggested contact window. Key details:

Reminders fire as a pop-up notification 15 minutes before the suggested contact window
From the notification, representatives can call directly (if telephony is enabled), dismiss, or snooze by 5, 10, or 15 minutes — or defer to the next suggested time
Reminders reset automatically at midnight and must be re-enabled for each new day
Each user can receive a maximum of 300 reminders per day
Reminders can be set from list views (Leads, Contacts, Activities), individual record detail pages, or the CRM home page Classic View
Each module supports reminders across a maximum of five list views

Best Mode to Contact

The Best Mode feature extends timing suggestions to also recommend the preferred channel — indicating whether a customer is more likely to respond to a call or an email at a given moment. This is surfaced as a “Preferred” tag within the Best Time to Contact widget. Best Mode to Contact is available on Enterprise edition and above. Enable it separately via Setup > Zia > Communications > Best Time to Contact by checking “Suggest the best mode to contact for the above channels.” Best Time to Contact must be enabled first as a prerequisite.

Availability

Feature	Edition	Notes
Best Time to Contact	Professional and above	Leads and Contacts modules
Zia Reminders	Professional and above	Max 300 per user per day
Best Mode to Contact	Enterprise and above	Requires Best Time to Contact enabled first