My sequence emails are sending at different times, outside of the delivery schedule blocks (Prospect Time Zone)

Symptom

Your sequence messages are sending to prospects outside the configured delivery schedule windows.

Applies To

• Sequence messages

• Delivery schedules configured where the scheduling option for Use prospect's timezone as default is enabled and checked.

• Note: There could be another potential issue with this surrounding an additional delivery schedule that is configured on the sequence step, which overrides the sequence's configured delivery schedule - but this does not apply to that issue.

Resolution

View the prospect record's profile page and confirm their timezone. The timezone can be found on the right side in their profile section, under the Contact section.

If the configured delivery schedule on the sequence is set up to use the prospect's time zone by default, then those delivery schedule blocks will reference the prospect's time zone, not the user's time zone.

Using the above delivery schedule as an example, if you are located in Eastern Time Zone and you have a prospect that is located in Pacific Time Zone, it will send 8am - 6pm Pacific Time, not Eastern Time.

Cause

The delivery schedule on the sequence is configured to send based on the prospect's time zone by default, not the user. So the delivery schedule time blocks will reference the prospect's time zone if they have one. If the prospect's doesn't have a configured time zone, the system will fall-back on the additional delivery schedule settings that are configured.