Scheduling Survey Sends

When creating either a single send or a bulk send, you'll find a "Scheduled Send" option that lets you pick a future date and time. Once you set a scheduled time, the system will hold your send until that moment arrives.

The scheduling system operates differently from immediate sends. When you set a scheduledAt datetime:

• The send's status is set to "scheduled" instead of "pending"
• The delivery process is NOT triggered immediately
• The system waits until the scheduled time to process the send
• All your scheduled sends appear in the sendings list with a distinctive blue "Scheduled" badge featuring a clock icon

This means you can safely schedule hundreds of sends without worrying about overwhelming your contacts or hitting rate limits all at once.

Your sendings list displays all scheduled sends with a blue outline badge and clock icon, making them easy to identify among your other sending activities. You can filter specifically for scheduled sends using the status dropdown to review what's queued up.

Each scheduled sending shows:

• The contact who will receive it
• The channel (email or SMS)
• The scheduled date and time
• The survey that will be sent

Changed your mind about a scheduled send? You can cancel any send that's in "pending" or "scheduled" status before it goes out. Simply locate the send in your sendings list and click the cancel option.

When you cancel a scheduled send:

• The status immediately changes to "cancelled"
• The send will never be processed
• A cancellation event is logged with your user ID for audit purposes
• The contact won't receive any notification about the cancelled send

Important: Once a send has been processed and moves to "sent" status, it can no longer be cancelled. Make sure to review your scheduled sends before their scheduled time arrives.

Schedule your surveys for times when your contacts are most likely to engage:

• Service-based businesses: Send within 2-4 hours after an appointment
• Restaurants: Schedule for the day after a visit, around mid-morning
• Retail: Send 1-2 days after a purchase, during afternoon hours
• Healthcare: Schedule for early evening, avoiding early morning or late night

See Sending Surveys for more timing recommendations.

When scheduling bulk sends, spread them out to avoid overwhelming your team with responses:

• Schedule sends in batches throughout the day
• Use different times for different customer segments
• Avoid scheduling large batches during off-hours when you can't respond to issues
• Consider time zones if you serve customers across different regions

For more on managing large send volumes, see Bulk Sending.

Check your scheduled sends regularly:

1. Review the sendings list filtered by "Scheduled" status
2. Verify the scheduled times are correct
3. Cancel and reschedule if business circumstances change
4. Ensure the associated surveys are finalized before the scheduled time

Once a send is scheduled, changes to the survey won't affect already-scheduled sends. If you need to update survey content, cancel the scheduled sends and create new ones after making your changes.

After your scheduled sends are processed, they move through the normal delivery pipeline. Track their progress on the Delivery Tracking page, where you'll see status updates as they move from "scheduled" to "sent" to "completed."

Scheduled sends respect all the same rules as immediate sends:

• Unsubscribed contacts are filtered out (see Unsubscribe Management)
• Channel preferences are honored (see Email Sending and SMS Sending)
• Delivery failures are tracked and reported the same way

By scheduling strategically, you can automate your survey sending while maintaining perfect timing and control over your customer communications.