A timezone provides the regional context for date and time values. The same moment in time can appear differently across locations.

For example, a transaction that happens at a single instant may appear as:

• 16 December 2025, 14:30 in India
• 16 December 2025, 17:00 in Singapore
• 16 December 2025, 09:00 in London

Although the clock time differs, it represents the same event.

To manage this consistently across regions, systems use a common reference time (UTC). Each region expresses its local time as an offset from UTC (for example, +05:30 or +08:00).

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Note

For organizations created from 2026 onwards, timezone handling is enabled by default. For organizations created earlier, contact the Capillary Product Support team to enable timezone support for your organization.

In Capillary, the organization's timezone represents the headquarter timezone for your business.

• It reflects where your organization primarily operates.
• It is used for displaying dates and times in the UI.
• It is the reference timezone for scheduling promotions, campaigns, and journeys.

For example, if your organization's timezone is in IST, the listing pages display the time in IST.

Timezone behaviour across UI

Capillary applies a consistent timezone model across the platform to ensure that dates and times are displayed correctly, promotions run at the right local time, and support teams see predictable timestamps.

Creation page behavior

In supported modules, you can select a timezone when creating a configuration. The selected timezone defines the local time context for that configuration. Modules that do not support timezone selection at creation default to the organization timezone.

Listing page behavior

All dates and times on listing pages are displayed in the organization timezone.

Member Care behavior

Support agents can switch the timezone using a dropdown during a session. This allows timestamps to be viewed in the customer's local context when investigating a ticket. Available timezones are populated from the supported timezones configured in your organization settings.

Daylight Saving Time (DST) handling

Capillary uses IANA timezone identifiers (for example, America/New_York) to handle DST transitions automatically. Promotions and campaigns fire at the correct local wall-clock time without manual adjustment.