Appearance
Scheduled Replies
Scheduled Replies let you write a reply now and send it later. Pick the date and time, and Fluent Support sends it for you, so your customer gets your answer at the right moment.
INFO
Scheduled Replies is available with Fluent Support Pro.
Schedule a Reply
- Open a ticket and write your reply in the editor.
- Click the More send options arrow next to the send button.
- Choose Schedule reply….
- Pick a Date and Time.
- Turn on Close ticket after it sends if you want the ticket closed once the reply goes out.
- Click Schedule for later.
WARNING
Times use UTC, a world standard time that can differ from your own. Your local time is shown under the fields, so you can double-check before you schedule.
Choose a time at least one minute from now, and make sure your reply is not empty.
Manage a Scheduled Reply
A scheduled reply appears as a card on the ticket, showing when it sends. The ticket list also shows a Reply scheduled badge.
From the card you can:
- Edit the reply text, attachments or send time.
- Send now if you no longer want to wait.
- Cancel reply to stop it. The text goes back to the editor as a draft. A confirmation asks first, and Keep scheduled leaves it as it is.
A ticket can have one scheduled reply at a time. To schedule another, edit or cancel the existing one first.
When a Reply Is Paused
Fluent Support pauses a scheduled reply when something changes on the ticket, so an outdated reply does not go out by accident:
- The customer replies after you scheduled it.
- The ticket is closed after you scheduled it.
A paused reply shows a Paused label. Check the conversation, then click Send as planned to let it go out on schedule. You can also Edit it, use Send now, or Cancel reply.
A reply is also not sent if it could not go out on time, or if the agent who wrote it is no longer available. The card tells you which, so you can review it.