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How to schedule a message

Schedule, edit, reschedule, send, or delete messages on DoubleTick web and android app.

Available on: Pro and Enterprise plan

Missing a follow-up because you were offline, sending a message at an inconvenient hour, or forgetting to check in with a customer at the right time can cost you valuable conversations. Scheduled Messages lets you draft your message ahead of time and specify exactly when it should be delivered — so you stay on top of every customer interaction, even when you aren't actively online.

What's covered

Where you can schedule messages

Scheduled Messages works on both DoubleTick Web and the DoubleTick Android app, across the following conversations:

  • Normal chats

  • Frictionless messaging

  • Instagram chats

  • WhatsApp Group chats

Scheduled Messages isn't supported through the Direct Send API.

How to schedule a message on Web

  1. Type your message in the chat input box.

  2. Click the downward arrow (▼) next to the Send button (make sure you do not click Send directly).

  3. Select your preferred delivery time from the dropdown menu:

    • 1 hour later: Exactly 1 hour from the current time.

    • Tomorrow 9:00 AM: The following day at 9:00 AM.

    • Monday 9:00 AM: The upcoming Monday at 9:00 AM.

    • Custom date & time: Choose a specific date, time, and timezone.

Once scheduled, a confirmation banner appears at the bottom of the chat display showing the scheduled delivery time. The Scheduled Messages counter will also update in the customer's details panel on the right side of the screen.

How to set a custom date & time: If the quick options do not match your schedule:

  • Click the arrow (▼) next to Send and select Custom date & time from the dropdown menu.

  • Select your timezone using the searchable dropdown.

  • Choose your desired delivery date from the calendar picker.

  • Set the exact delivery time using the clock interface—select the hour, set the minutes, and toggle AM or PM.

  • Click to confirm your custom schedule.

How to manage scheduled messages: You can review, modify, or delete pending messages at any time before they're sent. To open the management view, click See scheduled messages from the bottom banner, or click View next to the counter in the customer details panel. From the Scheduled Messages panel, you can:

  • Edit content — click the pencil icon on the message card, edit your text, and click the green checkmark to save (or click Cancel to discard).

  • Reschedule — click the three-dot menu (⋮) and select Reschedule message. Pick a new date, time, or timezone and confirm.

  • Send immediately — click the three-dot menu (⋮) and select Send now to deliver the message right away.

  • Delete a message — click the three-dot menu (⋮) and select Delete message. Confirm the prompt to permanently remove it.

How to manage scheduled messages (Android app)

  1. Open a chat and type your message.

  2. Tap the arrow beside the Send button.

  3. Select one of the following options:

  • 1 hour later: Exactly 1 hour from the current time.

  • Tomorrow 9:00 AM: The following day at 9:00 AM.

  • Monday 9:00 AM: The upcoming Monday at 9:00 AM.

  • Custom date & time: Choose a specific date, time, and timezone.

How to manage scheduled messages:

  1. Open the Scheduled Messages pop-up directly within the mobile chat view to see all pending messages.

  2. Select any scheduled message to perform an action:

    • Edit — modify the text content and tap Done to save.

    • Reschedule — select a new date or time for delivery.

    • Send now — tap Send now and confirm to deliver the message immediately.

Important things to keep in mind

  • Normal chats: scheduled messages only send if the chat window is active when the scheduled time arrives.

  • Frictionless messaging: With Frictionless Messaging enabled, scheduled messages send automatically at the selected time, regardless of the chat window state. To purchase it, contact your account manager. Read Frictionless Messaging to learn more about how it works.

  • No limits: there's no restriction on how many messages you can schedule per chat.

Key takeaways

  • Scheduled Messages is available on Pro and Enterprise plans, on both Web and Android.

  • It works across normal chats, frictionless messaging, Instagram chats, and WhatsApp Group chats — but not through the Direct Send API.

  • You can edit, reschedule, send immediately, or delete a scheduled message anytime before it goes out.

  • For normal chats, keep the chat window active at the scheduled time — frictionless messages send regardless.

  • There's no cap on how many messages you can schedule in a single chat.

Frequently asked questions

Which plans include Scheduled Messages?

Scheduled Messages is available on the Pro and Enterprise plans only. If you're on Starter and don't see this option, reach out to your account manager to upgrade.

Can I schedule messages using the Direct Send API?

No, Direct Send does not support scheduled messages.

Will my scheduled message still send if I close the chat?

It depends on the channel. For normal chats, the chat window needs to be active when the scheduled time arrives. For frictionless messaging, the message sends automatically regardless of the chat window state.

Can I edit or cancel a message after scheduling it?

Yes. Open the Scheduled Messages panel anytime before delivery to edit the content, reschedule it, send it immediately, or delete it.

Is there a limit to how many messages I can schedule in one chat?

No. There's no restriction on the number of scheduled messages you can queue up per chat.

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