How do the 'Best time to send' and Silence period settings interact?

The feature previously called Silent Hours is now called Silence period, and it is configured per journey: click Settings on the journey canvas and select Silence period.

Best time to send (enabled on an individual message element in a Customer Journey) calculates a per-user delivery time from that user's engagement history, for the next 24 hours after they reach that journey point. If a user has too little history, they get the message at the Default time you specify, in their own timezone.

What happens when the calculated time lands inside the Silence period

The Silence period is not bypassed. When you configure it, you choose what happens to a message that would otherwise be delivered during those hours:

• Send after Silence Period ends — the user receives the message as soon as the period ends.
• Skip message and continue journey — the message is not sent and the user moves straight to the next step.
• Skip message and wait until Silence Period ends — the message is not sent and the user's progress is delayed until the period ends.

The Silence period repeats daily in the subscriber's device timezone, and you can set a different range per day or pause an entire day.

Things to check if messages still arrive at unexpected hours

• Message type. Only Marketing messages respect opt-outs, frequency capping and the Silence period. Transactional messages bypass all of them by design.
• Per-channel toggles. The Silence period is enabled per channel (push, email, SMS, WhatsApp, in-app). A channel with its toggle off is not silenced.
• Missing timezone. Users with no known timezone fall back to the account default, so their local night may not match yours.