Two Feature Questions — Timezone-Based Calling & Callback Priority in Call Queue

Support Help
1

Hi Support Team,

We are building an AI-powered collections calling system using Retell and have two questions:

1. Timezone-Aware Calling
Our customers are spread across different time zones. For example, if we have two customers — one in our local time zone and another who is 2 hours behind us — and we trigger calls at the same time, the second customer might receive a call outside their business hours.

Is there any built-in functionality to handle this? Ideally, we would want Retell to automatically delay or schedule the call for the second customer so it reaches them at an appropriate local time, rather than both calls firing at the exact same moment based on our timezone.

2. Callback Priority in Batch Call Queue
We will use Retell’s batch calling feature for bulk outbound campaigns. We also have a callback scheduling feature where customers request a callback at a specific time. Is it possible to prioritize these callback calls within the batch queue so they are dialed at their scheduled time rather than being treated as regular batch entries?

Any guidance, workarounds, or roadmap information on either of these would be greatly appreciated.

Thanks

2

I’ve built this before; the only option is to build a Supabase database function and an N8N workflow to manage time zones better.

3

Hey @shyam

  1. Timezone-aware calling
    Batch calls support a call_time_window but this is defined per batch, not per contact. To handle multiple time zones, we recommend grouping contacts by timezone and creating one batch per timezone, each with its own window and optional trigger_timestamp.
    Docs: Create Batch Call

  2. Prioritizing scheduled callbacks
    Tasks within a batch don’t have individual schedules today. To ensure a callback goes out at a specific time (and effectively “prioritize” it), create a separate, single-task batch for each callback and set trigger_timestamp to the requested time. These batches are scheduled independently of your bulk campaigns.

Thank You