Why schedule messages?
Use scheduled messages to:
Plan ahead: prepare replies outside business hours and send them later.
Improve timing: reach customers when they’re most likely to engage.
Who can schedule messages?
Everyone with access to the conversation can schedule a message.
For your own scheduled messages, you can:
Edit the content
Reschedule to a different date/time
Send immediately
Delete
For scheduled messages created by teammates, you can:
View them in both the chat timeline and the Scheduled tab if you have access to the conversation they are scheduled in.
Delete them if you have access to the conversation they are scheduled in (but you cannot edit, reschedule, or send them — only the original author can do that)
Schedule Messages
1. Write your message in the composer.
2. Click the arrow next to the Send button.
3. Select one of the suggested times (later today, tomorrow, next week) or choose Custom time.
4. Your scheduled message will appear in the conversation with a “Planned” label and the scheduled time.
24-hour rule for WhatsApp messages
For WhatsApp, messages must be sent within 24 hours of the contact’s last message.
If you schedule a message outside this window, it won’t be delivered unless you use an approved WhatsApp template message.
This rule is specific to WhatsApp but keep in mind that scheduled messages in other channels (e.g. Instagram) also have delivery restrictions depending on the channel.
Read more on the 24 hours customer service window here.
Manage Scheduled Messages
You can manage scheduled messages from the chat timeline (in an individual conversation) or from the Scheduled tab under Drafts & Scheduled.
Edit from the Chat Timeline
Edit from the Drafts & Scheduled Tab
FAQ
Can I schedule multiple messages in one conversation?
Can I schedule multiple messages in one conversation?
Yes, you can schedule as many as needed.
What timezone is used for scheduling?
What timezone is used for scheduling?
The timezone is set by your workspace settings. You can adjust it when choosing a custom time. Read more about these workspace settings here.
Can I schedule multiple messages in one conversation?
Can I schedule multiple messages in one conversation?
Yes, you can schedule as many as needed.
Can I see scheduled messages from teammates?
Can I see scheduled messages from teammates?
Yes, scheduled messages are visible to all users with access to the conversation.
Can I edit a scheduled message created by a teammate?
Can I edit a scheduled message created by a teammate?
No. You can only edit, reschedule, or send messages you created yourself. For teammates’ messages, you can only delete them.
Where do I find all my scheduled messages?
Where do I find all my scheduled messages?
Go in the inbox sidebar to Drafts & Scheduled → Scheduled. There you’ll see a list of all scheduled messages.
Can I search for internal notes?
Can I search for internal notes?
Yes. You can search for internal notes using the global search.