Who This Is For / When to Use
Use this feature when you want to:
Send an Email or SMS at a later time
Plan follow-ups without using workflows
Send messages based on time zones
Optimize email delivery using AI
Manage or cancel scheduled messages directly from the conversation thread
What You Can Do With Scheduled Email & SMS
With this feature, you can:
Schedule Email and SMS messages by date, time, and time zone
View all scheduled messages directly in the conversation thread
Cancel scheduled messages before they are sent
Schedule multiple messages for the same contact
Keep all replies threaded in a single conversation
Select the sending and recipient phone numbers for SMS
Use AI Send Time Optimization for emails
Schedule Email or SMS (Manual Date & Time)
Step 1: Open the Conversation
Navigate to Conversations.
Open the conversation for the contact you want to message.
Step 2: Open the Send Later Menu
In the message composer, click the arrow next to the Send button.
Select Send Later.
Step 3: Choose Date, Time, and Time Zone
Select the date.
Select the time.
Confirm the time zone.
Click Schedule.
Step 4: Confirm the Scheduled Message
The message is scheduled and queued.
It appears directly in the conversation thread with a scheduled indicator.
Schedule Email With AI Send Time Optimization
AI Send Time Optimization automatically delivers emails when the recipient is most likely to engage, based on historical interaction data.
Step 1: Open the AI Schedule Option
Compose your email.
Click the arrow next to Send.
Select AI Schedule.
Step 2: Select an Optimization Window
Choose one of the available windows:
24h – Quick optimization
48h (Recommended) – Best balance
72h – Maximum optimization
Step 3: Confirm AI Scheduling
Review the optimization window.
Click Send with AI Optimization.
Important Notice:
Once an email is sent with AI Send Time Optimization:
The message cannot be edited, deleted, or rescheduled
The system determines the optimal delivery time within the selected window
Viewing Scheduled Messages
All scheduled Email and SMS messages appear inside the conversation thread
Each scheduled message is clearly labeled with its delivery time
Multiple scheduled messages can exist for the same contact
Canceling a Scheduled Email or SMS
How to Cancel
Locate the scheduled message in the conversation thread.
Click Cancel on the message.
Confirm the cancellation.
The message is immediately removed from the send queue.
SMS: Selecting Sending and Recipient Phone Numbers
Select the Sending (“From”) Number
When scheduling an SMS:
Use the From dropdown to select the sending number
Each number displays:
Friendly name
Default or last-used indicator
Assigned user (if applicable)
Default behavior:
Uses the last used number for the contact
Falls back to the default number if no prior conversation exists
Select the Recipient (“To”) Number
If the contact has multiple phone numbers:
Click the dropdown next to the To field
Select the correct recipient number
Default behavior:
The primary number is selected if no prior conversation exists
User Permissions for SMS Numbers
Admins can access all phone numbers configured in the account
Users can access:
Default numbers
Numbers assigned to them
Unassigned numbers
The last used number for the contact
Conversation Threading Behavior
Replies to scheduled messages stay in the same conversation
No new email threads are created
This keeps the inbox organized and easy to follow
Common Issues and Fixes
I need to change the message text after scheduling
Scheduled messages cannot be edited.
Cancel the scheduled message
Create a new scheduled message with updated content
What happens if a contact is deleted?
If a contact is deleted:
All pending scheduled messages are automatically canceled
Messages are removed from the system queue
FAQs
How do I schedule an email or SMS for later?
Open a conversation, click the arrow next to Send, choose Send Later, then select your date, time, and time zone.
Can I schedule multiple messages for the same contact?
Yes. Multiple scheduled messages can be queued and viewed in the same conversation thread.
Can I send SMS from different phone numbers?
Yes. Select the desired sending number from the From dropdown when scheduling an SMS.
What happens if the contact replies before the scheduled send time?
The reply appears in the same conversation thread. The scheduled message still sends unless canceled.
Can I edit a scheduled message?
No. You must cancel the message and schedule a new one.