Configuring When and How Your Agents Reach Out

Campaign timing and targeting you can now manage yourself in Ask Jenny (see Build & Edit Campaigns above). Account-level outreach windows and blackout periods are set with your UpSmith team — here's what you control and how.

What you control

For each agent on your account, you can set:

• Outreach windows — the days and hours an agent is allowed to message, matched to your business hours

• Blackout periods — times when no agent should reach out (holidays, closures, special events)

• Frequency — how often an agent follows up before it stops

• Suppression — removing specific customers from an agent's outreach entirely

• Pausing — temporarily stopping an agent or a campaign

Pausing an agent or campaign

Agent vs. campaign, quickly: an agent is the worker that texts customers (Mollie, Lenny, Ellie…); a campaign is the job you assign it — which customers, and when. Pausing an agent stops everything it does; pausing a campaign stops one specific send while the agent keeps running.

If you need outreach to stop — during a system issue on your end, a staffing crunch, a holiday, or while you rethink a campaign — you can pause a single agent or pause more broadly. Pausing stops new outreach without losing your configuration, so you can resume where you left off. Email support@upsmith.com with what to pause and for how long.

How to request a change

Email support@upsmith.com with which agent, what to change (hours, frequency, blackout, suppression, or pause), and when it should take effect. Timing and pacing changes are usually quick to apply.

A note on stop requests

Setting an outreach window is different from honoring a customer's "stop." When a customer asks to stop, that should be handled as a do-not-contact action so it holds across every future trigger — see Outreach Timing & Stop Requests for how to report one that wasn't honored.