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Scheduled messages is the queue of outbound messages waiting to go out, whether you scheduled them yourself, approved an AI suggestion, or enabled an AI automation that can send. Open it from the Conversations header, or Scheduled messages in the sidebar (owner/admin). On mobile this surface is called Follow-ups.

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The queue

A table lists each queued message with its contact, channel, send time, what triggered it, a preview, and its status. Search it, filter by status, and use the bulk actions to approve, cancel, or delete several at once. The default filter shows Active messages (pending and approved). Statuses:
  • Pending: waiting for your approval.
  • Approved: cleared to send at its scheduled time.
  • Sent: already delivered.
  • Cancelled / Skipped: won’t send.
A scheduled job runs in the background and delivers approved messages at their scheduled time.

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Schedule one yourself

Create a message and pick the contact, the channel (text or email), the date and time (in 15-minute steps), and the body. Paid Starter may also show the call channel after your first subscription payment and required number verification. Existing Starter, Pro, and Max contracts retain their established calling access. A hint shows both your organization’s time zone and your own so you don’t send at the wrong hour. Your organization’s time zone is what actually governs the send.

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Sending AI drafts

Draft-only suggestions on Suds AI or a conversation need you to press Send. That is the approval: the message enters this queue as approved and goes out at its send time, usually within a minute. Edit the draft before sending it. You can still edit or cancel a future scheduled message before it sends. An owner can also enable Estimate Follow-ups, Review Follow-ups, or Recurring Service Management to send without approving each message. Those messages enter the queue after the automation’s checks and supervisor review. Review rules have their own hold or auto-send settings. See Suds AI controls and Review request drafting. Turning off an individual automation may leave messages already approved in the queue. Turn off the master Suds AI switch for an immediate stop that includes pending AI messages.

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Frequently asked

Why is a message stuck on pending? Pending means it’s waiting for approval. Approve it (individually or in bulk) and it sends at its scheduled time. Which time zone controls when it sends? Your organization’s time zone, set in organization settings. The form shows yours too, in case you’re in a different one. Where do AI drafts come from? Draft-only suggestions appear on Suds AI and conversations for you to review and send. Enabled auto-send automations can also place approved messages in this queue after their checks.