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Scheduled Messages

Overview​

Scheduled Messages allow you to compose a message and set it to be sent at a future date and time. This is useful for follow-ups, reminders, or sending messages during business hours. You can also attach a file to scheduled messages and optionally enable auto-cancellation if the contact replies before the scheduled time.

How to Access​

  • Open any conversation in the Inbox.
  • Click the + menu button next to the send button.
  • Select Scheduled Message (calendar-clock icon).
  • Available to all roles: Admin, Agent, and Supervisor.

Interface Overview​

The scheduled message modal contains:

  • Date/Time Picker: A datetime input field to set when the message should be sent.
  • File Dropzone (left): An optional area to attach a file (drag-and-drop or click to browse).
  • Message Text (right): A text area to compose the message.
  • Auto-Cancel Toggle: A checkbox to automatically cancel the message if the contact replies before the scheduled time.
  • Action Buttons: Close and Send.

Features & Actions​

Schedule a Message​

What it does: Creates a message that will be automatically sent at the specified date and time.

Steps:

  1. Click the + menu in the chat input area.
  2. Select Scheduled Message.
  3. A modal opens.
  4. Set the send date and time using the datetime picker.
  5. Type your message in the text area.
  6. Optionally, attach a file by clicking or dragging into the dropzone on the left.
  7. The Auto-cancel checkbox is enabled by default. Leave it checked if you want the message to be automatically canceled when the contact replies before the scheduled time.
  8. Click Send to schedule the message.

Important notes:

  • Both the date/time and message text are required. The form shows validation errors if either is missing.
  • Press Alt + Enter to insert a new line in the message text.
  • The maximum attached file size is 20 MB.
  • The date/time is converted to UTC before saving.

View Scheduled Messages​

What it does: Shows all pending scheduled messages for the current conversation.

Scheduled messages appear in the Scheduled Messages section of the contact profile sidebar on the right. Each scheduled message shows:

  • The scheduled send date/time.
  • A preview of the message text.
  • A green status indicator (meaning it is pending).

Delete a Scheduled Message​

What it does: Cancels a scheduled message before it is sent.

Steps:

  1. In the contact profile sidebar, find the Scheduled Messages accordion section.
  2. Hover over the scheduled message you want to cancel.
  3. Click the red X icon.
  4. A confirmation modal appears showing the message details.
  5. Click Delete to confirm cancellation.

Important notes:

  • Once a scheduled message has been sent, it cannot be deleted from this list (it no longer appears).

Fields Reference​

FieldDescriptionRequiredNotes
Send DateDate and time for deliveryYesMust be a future date/time
MessageThe text content of the messageYesSupports multi-line text
File AttachmentOptional file to send with the messageNoMax 20 MB
Auto-CancelCancel if contact replies before send timeNoEnabled by default

FAQ​

Q: Can I edit a scheduled message after creating it? A: No, you must delete it and create a new one.

Q: What happens if the contact replies before my scheduled message? A: If auto-cancel is enabled (default), the scheduled message is automatically canceled and will not be sent.

Q: Can I schedule a message with just a file attachment and no text? A: No, the message text is required.

Q: Where can I see all my scheduled messages? A: Scheduled messages appear in the contact profile sidebar panel under the "Scheduled Messages" section when viewing the conversation.