> ## Documentation Index
> Fetch the complete documentation index at: https://docs.protodesk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Schedule, cancel, or undo a reply

> Understand email scheduling, timezone and channel limits, and the current limits of cancellation, Undo, and Retry.

Scheduling prepares an email reply for a later time. Undo and cancellation can only stop a reply before delivery; they cannot recall an email that has already reached the recipient.

**Current limitation:** scheduled-message status and the Cancel, Undo, and Retry controls are not reliably available in the current conversation view. Do not rely on these controls for a time-critical reply or assume a message was canceled because it disappeared. Ask your workspace administrator for help if delivery is uncertain.

## Before you schedule

* Use an email conversation and a customer-facing reply, not an internal note or a test conversation.
* Prepare a text reply without attached files. Scheduling files is not available; use normal Send for attachments.
* Choose a future time within 30 days. The date picker uses your browser/device's local time, not the customer's timezone. Check that timezone before scheduling.
* Keep a copy of important text until you have confirmed the scheduled reply. A cleared composer alone is not proof that a delivery job was queued.

## Choose a send time

1. Open the email conversation and write the reply.
2. Open **More send options**, the arrow beside **Send**.
3. Choose **In 1 hour**, **In 3 hours**, or **Tomorrow 9am** to schedule directly. Tomorrow 9am means the next day at 9:00 AM in your browser's local time.
4. For another time, select **Choose date & time**, choose the date and time in **Schedule send**, and select **Schedule**.
5. Check the conversation for the scheduled reply and its time. If no reliable scheduled state is shown, do not submit it repeatedly; ask an administrator to check delivery first.

**Send & Close** is different: it sends the reply normally and closes the conversation. It does not schedule the reply.

## Cancel or change a scheduled reply

When a scheduled message exposes **Cancel**, use it before the delivery time and confirm cancellation succeeded. Cancellation may be refused once delivery has progressed; reaching the scheduled time is not a safe moment to attempt it.

There is no separate edit-scheduled-message flow. Only prepare a replacement after cancellation is confirmed. If Cancel is missing or the outcome is unclear, do not assume the original reply has stopped and do not send a replacement yet.

Archiving, marking spam, closing, or merging a conversation is not a substitute for canceling its scheduled messages.

## Undo a normal send

Normal outgoing email is queued with a five-second delay before delivery becomes eligible. Where **Undo** appears, select it immediately and confirm the send was canceled. This is a short cancellation opportunity, not a five-second guarantee that the button will remain available.

Undo does not recall delivered email and does not automatically restore the reply to the composer. The current conversation view may not display Undo at all; review the recipient and message before selecting Send.

## Handle failed or uncertain replies

Where a reply explicitly shows **Failed to send** with **Retry**, resolve the cause before retrying. For example, a temporary send limit requires waiting, while a sending-domain problem requires configuration work.

If the result is uncertain, check **Delivery log** in the conversation's three-dot menu when available, or ask your administrator to check it. A timeout, missing status, or absent Retry button is not proof that delivery failed. Do not keep clicking Send or copy the same reply into a new message until you know whether the original was delivered.

Include the conversation reference, attempted send time and timezone, and visible error when asking for help. Do not share API keys or customer message contents unnecessarily.


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