Where
Communication→Inbox
Your role needs
Read access to Inbox
read-messages. Admin, Member and Viewer have it by default.To create or change
create-messages to add one, update-messages to change one, on top of the permission above.If you cannot find this in your sidebar, your workspace may have a custom menu configuration. Contact support and we will check it for you.
How it behaves
Draft: written, with no send time
A draft is a reply that exists but has no time to go out. Nothing sends it on its own. Three things produce one. The workspace setting Disable Automatic Replies holds the AI’s answers as drafts instead of scheduling them, so the AI still reads inbound mail and updates the lead but never sends. A workflow’s Send Reply block does the same on its own leads when “Save as draft for manual review” is on. And taking a scheduled message off the schedule with Save as draft turns that message into one. Disable Automatic Replies covers answers to a person. When the inbound message was itself automatic (an out-of-office notice, a bounce, an autoresponder), the answer is scheduled as usual, because that answer is what keeps the campaign moving. The chip says Draft and carries no time, because there is nothing to count down to. Click it for Send now, Edit and Delete.Scheduled: queued for a time
A scheduled message has a time to go out. When the AI answers an inbound reply it sets that time a short way ahead, using the workspace’s reply delay. Hover the chip for the exact date and time. The label itself counts down instead, reading something like “Scheduled · in 3 hours”. We pick the message up at that time and start sending it. One thing holds it back: if the lead has set an out-of-office that has not expired yet, the send time is pushed to after they are back rather than the message going out. So a scheduled reply to someone on holiday waits for them. Once the send time has passed the chip reads Sending now… instead of counting down. That is the row telling you the time has come and gone. The message is still scheduled until the send actually starts, which is why a row pushed past an out-of-office can read Sending now… for a moment and then show a fresh countdown. The list polls itself while a row is in that state, so the chip changes without you reloading the page. Click the chip for the same menu as a draft, plus one more option: Save as draft, which clears the send time and turns it into a plain draft.Pending: the send has started
Pending means the message has been handed over to be sent. A scheduled message reaches it at its send time, and Send now and a retry both put a message straight into it. There is nothing to edit at this point. Click the chip and the menu holds a single button, “Cancel sending”.Error: the send failed
A message that could not be sent carries a red Error chip. Hover it and the tooltip explains why: the specific reason if we recorded one, or “Sending failed” if we did not. A small retry icon sits on the chip itself, not behind a menu. Click it and the message goes back to Pending with no confirmation step. One kind of failure is refused, and the icon is there to click either way: if the send timed out, the message may already have reached the recipient, so we block the retry and you get an error instead. Sending it again would be the second copy. You often will not have to. A sweep picks up recent failures and re-sends them for you a limited number of times, so an Error chip can clear on its own. It leaves alone the two kinds that must never be repeated: a send that timed out, and one the recipient’s server refused outright. When the automatic attempts run out, the tooltip starts with “Automatic retries exhausted”.Delete removes the message
Delete in a draft or scheduled message’s menu, and “Cancel sending” in a pending one’s, are the same action. The message is deleted, not parked, and there is no undo. You get a “Message deleted” toast either way. The trash icon that slides in when you hover a row is a different control. It takes the message out of the list without deleting it.Who can do any of this
Reading the inbox is enough to see every chip. Every action behind one, send now, edit, save as draft, delete, cancel sending and retry, needs permission to update messages (update-messages). Admin and Member hold it by default. Viewer does not, so a viewer reads the chips and can act on none of them.
Two of the chips hide their control without it: the Pending chip’s popover comes up empty, and the Error chip loses its retry icon. The Draft and Scheduled menus are not hidden, so their buttons are still there to click and the request is refused when it reaches us, leaving you an error instead.
Editing the body before it goes
Only a draft or a scheduled message can be edited. Choosing Edit opens a dialog titled “Edit draft reply” or “Edit scheduled reply”, captioned “Editing as HTML” or “Editing as plain text” depending on how the message was written, with the body in a rich-text editor or a plain text box to match. Save stores the new wording and changes nothing else: the message keeps its send time, or stays a draft. “Save & send now” stores the edit and sends the message straight away instead, whether it started as a draft or a scheduled message. Sending it this way is a manual override, so it does not wait for a lead’s out-of-office the way the schedule does. Both buttons stay disabled while the body is empty, and Save alone stays disabled until you have actually changed something.The same chip and menu on an open thread
Open a thread instead of acting from the list and every message inside it carries its own chip: a plain Sent or Received chip on anything already delivered, and the same Draft, Scheduled, Pending or Error chip, with the same menu, on anything that is not. On a narrow screen the chip only appears on the message you have open, not on the collapsed ones above it.These chips are always in English
Draft, Scheduled, Sending now…, Pending, Error, the plain Sent and Received chips inside a thread, the buttons behind all of them and the whole edit dialog are shown in English, whatever language the rest of the app is set to.Limits
Every action in the last column needs
update-messages. Editing is possible on a draft and a scheduled message only.
Related
Inbox overview
The Inbox and Sent tabs, the thread list and the reading pane.
Compose a new email to a lead
Start a thread from the inbox compose button, picking the sending account and the lead.
Resting days, sending windows and deferrals
The other reasons a send waits, on a healthy account that is not paused.