Schedule a reply and set follow-up reminders

Draft — written from product facts + domain knowledge; UI labels to be verified before publishing.

Two tools in the Unified Inbox keep conversations from going cold: scheduling a reply so it lands during the lead's working hours, and reminders that bring a thread back to the top of your inbox if the lead has not answered by a date you choose.

Prerequisites

• The sending mailbox must be connected at the scheduled time. A scheduled reply from a disconnected or deleted mailbox fails and stays in Scheduled with an error.

Steps: schedule a reply

1. In the left nav, click Inbox and open the conversation.
2. Click Reply and write your message.
3. Click the arrow next to Send and choose Schedule send.
4. Pick a date and time. Suggested options are Tomorrow morning, Monday morning and Custom. Times use the time zone shown next to the picker; switch it to the lead's time zone if it differs.
5. Click Schedule.

The message moves to the Scheduled folder and shows a clock icon in the thread. You can open it to Edit, Send now or Cancel until the scheduled time. Once sent it appears in the thread like any other reply.

Steps: set a follow-up reminder

1. Open the conversation.
2. Click Remind me in the toolbar (the bell icon).
3. Choose when: In 2 days, In 1 week, Next Monday or Custom date.
4. Optionally tick Only if no reply. With this on, the reminder is cancelled automatically if the lead writes back first.
5. Add a short note (for example Chase for decision — CFO out until 12th) and click Set reminder.

When the reminder is due, the conversation reappears at the top of All with a Reminder badge and the note, and you get a notification (in-app, and by email or Slack if positive-reply notifications are on). Click Done to clear it or Snooze to push it out again.

Tips

• Schedule replies for 8:00–10:00 in the lead's local time on a weekday. Replies sent at 23:00 sit unread under the morning's mail.
• Do not schedule a reply more than 3–4 days out; if the lead's situation changes, an old scheduled message can read as tone-deaf. Use a reminder instead and write the message when it is due.
• Set a reminder on every Interested conversation the moment you reply. A two-business-day window is the standard: if there is no answer, send a one-line nudge.
• For "not now" replies, set a reminder for the date the lead gave and tag the conversation with a Revisit label so it can be found without the reminder.
• Reminders are personal. If you assign a conversation to a teammate, set the reminder from their account or ask them to set it.

Troubleshooting

• Scheduled reply did not send. Open Scheduled, check the error on the message. Usual causes: mailbox disconnected (reconnect under Mailbox), mailbox daily limit reached (the reply goes out at the next available slot), or the lead unsubscribed in between (the send is blocked).
• Reminder fired even though the lead replied. Only if no reply was not ticked when the reminder was created. Edit the reminder and enable it.
• Wrong time zone. The picker defaults to your profile time zone. Change it in Settings → Profile or select the zone per schedule.

Related articles

• Reply, forward and attach files from the Unified Inbox
• Reply templates (macros) for faster responses
• Positive-reply notifications (email, Slack, push)
• Filters, folders and assigning conversations to teammates
• Creating sending schedules