Schedule Emails, Texts, and Workflows to Send Later

Margarita Perez on October 28, 2026

New

Schedule Emails, Texts, and Workflows to Send Later

You can now schedule emails and texts from a case, schedule a workflow to start at a future date and time, and see everything that’s scheduled on one page.

What’s new

Schedule emails and texts from a case

On a case’s Communication tab, the Send button for emails and texts now has a down arrow next to it. Click the down arrow, pick a date and time, and click Schedule. Times are shown in your organization’s time zone.

The Schedule for later window opened from the down arrow next to the Send button, with Date and Time fields, a note that times are in America/Chicago (CT), and Cancel and Schedule buttons.
Click the down arrow next to Send to schedule a message.
  • Marked in the log. A scheduled message appears in the communication log with a Scheduled label and the date and time it will send.
  • Edit, send now, or cancel. From the log, you can change the date and time, send the message right away, or cancel it before it sends.
Two scheduled emails in a case log, each with a Scheduled label, the date and time it sends, and Edit, Send Now, and Cancel links.
Scheduled messages show in the case log with options to edit, send now, or cancel.

Scheduled messages send once. They can’t be set to repeat.

Schedule a workflow to start later

When you click Execute Workflow on a case and select a workflow, you can choose Execute Now or Schedule for Later. To schedule it, pick a date and time, then click Schedule.

Workflows can also be recurring. Check Make Recurring to have the workflow run again on a repeating schedule.

The Select which workflow to execute window, with a workflow dropdown, Execute Now and Schedule for Later options, date and time fields, a note that times are in America/Chicago (CT), a Make Recurring checkbox, and a Schedule button.
Choose Schedule for Later to start a workflow at a set date and time, or make it recurring.

See everything that’s scheduled in one place

A new Scheduled page under Communication lists every scheduled email, text, workflow, and announcement, with the date and time it’s set for, the case it belongs to, and who scheduled it.

  • Filter by type. Use the All, Emails, Texts, Workflows, and Announcements tabs. Each tab shows how many items are scheduled.
  • Narrow the list. Search by case or message, filter by case type or date, or show recurring items only.
  • Make changes. Edit a scheduled item, or use the menu next to it for more options.
The Scheduled page under Communication, with tabs for All, Emails, Texts, Workflows, and Announcements, search and filter options, and a list of scheduled items showing the scheduled time, type, message, case name, case type, who scheduled it, and actions.
The new Scheduled page shows everything set to send or start later.

Also updated: Mass Announcements

Scheduling Mass Announcements works the same as before. Scheduled announcements now show a Scheduled status on the Mass Announcements dashboard instead of Pending.

The Mass Announcements dashboard showing a recurring announcement with a Scheduled status, and two earlier announcements with a Sent status.
Scheduled announcements now show a Scheduled status.

Why it matters

You can write messages and set up workflows when it suits you, and have them go out at the time that works best for your contacts.

See it in action

Emails and texts

  1. Open a case and go to the Communication tab.
  2. Write an email or text, then click the down arrow next to Send.
  3. Pick a date and time, then click Schedule.
  4. Your scheduled message appears in the logs with a Scheduled label.

Workflows

  1. Open a case, go to the Workflow tab, and click Execute Workflow.
  2. Select a workflow. Choose Execute Now to run it right away, or Schedule for Later to run it at a later date and time.
  3. If you’re scheduling it, pick a date and time. You can also check Make Recurring to have it repeat.
  4. Click Schedule. The workflow appears in the list of workflows with a Scheduled status.

Read and Reply to Emails and Texts Right From the Case Log

Margarita Perez on October 13, 2026

New

Read and Reply to Emails and Texts Right From the Case Log

In a case’s Logs, View More now opens a message right inside the log, and you can reply to emails and texts without leaving the case.

What’s new

Messages open in place

Clicking View More on a log entry now expands the message right in the log, so the rest of the log stays visible. Click Hide to close it. Only one message is open at a time.

Previously, View More opened a pop-up that covered the log and was read-only.

Reply to emails

A reply box appears below an opened email. The recipient and subject are filled in for you.

  • Insert template adds an email template to your reply.
  • Quote original includes the original message below your reply. It’s on by default.
  • Discard clears your reply.
An email opened in the case log with a reply box below it. The recipient is filled in, with Send, Insert Template, Quote original (checked), and Discard.
Reply to an email without leaving the case.

Reply to texts

Opened text messages have a reply box too. It shows which number your reply will be sent from.

Insert template adds a text template to your reply.

A text message opened in the case log with a reply box below it, showing which number the reply goes to and which number it is sent from.
Reply to a text without leaving the case.

Pop out when you want a bigger view

Click Pop out on an opened message to view it in the details window. You can reply from there too. When you close the window, you’re back in the log right where you were, and any reply you started is still there.

The Email Details window opened with Pop out, showing the email and a reply box with Send, Insert Template, Quote original, and Discard.
Pop out opens the message in the details window, where you can also reply.

Drafts are saved

If you start a reply and close the message, your draft is kept. A Draft label appears next to that entry’s View More link until you send or discard it.

A log entry with a yellow Draft label next to its View More link.
A Draft label marks an entry with an unsent reply.

Why it matters

Reading a message no longer hides the log, and replying no longer means leaving the case.

Who can reply

Reply options appear only for users who have permission to send messages on the case. Everyone else can still open and pop out messages.

See it in action

  1. Open a case and go to its Logs.
  2. Click View More on an email or text you received. The message opens in place.
  3. Write a reply and click Send.

Filter Tasks by Assigned To and Open Cases Without Losing Your Place

Margarita Perez on October 13, 2026

New

Filter Tasks by Assigned To and Open Cases Without Losing Your Place

The Tasks list has two additions: a new Assigned To filter, and a button that opens a case in a new tab so you don’t have to leave the list.

What’s new

Assigned To filter

You can now filter the Tasks list by who a task is assigned to. The Assigned To filter sits alongside Case Name/Number, Filter By, and Due Date.

Previously, there was no way to filter tasks by assignee.

Tasks list filters: Case Name/Number, Filter By, Due Date, and the new Assigned To dropdown, with Reset and Search buttons.
The new Assigned To filter on the Tasks list.

Open a case in a new tab

Each task row now has a second button next to View in the Actions column. It opens the case in a new tab, so the Tasks list stays right where you left it.

Previously, clicking View replaced the whole list with the case page, and you lost your spot.

A task row with a View button and, next to it, a new button with an open-in-new-tab icon.
The new button next to View opens the case in a new tab.

Why it matters

Staff can find their own tasks faster, and they no longer lose their place in a long task list just to check a case.

See it in action

  1. Open the Tasks list. The Assigned To filter appears alongside Case Name/Number, Filter By, and Due Date.
  2. In the Actions column, find the second button next to View.
  3. Click it. The case opens in a new tab, and the Tasks list stays as it was.

Mark Case Communication as Unread

Margarita Perez on October 10, 2026

New

Mark Case Communication as Unread

You can now mark communication in a case’s Log as unread, as long as it includes an incoming email or text message.

The Logs section of a case's Communication tab, with a 'Mark as unread' button next to the Logs heading. The most recent entry is 'Text response received.'
The “Mark as unread” button appears next to the Logs heading.

How it works

Where to find it

Go to a case’s Communication tab and open Log.

Click Mark as unread next to the Logs heading. The button is available whenever there’s an incoming email or text message.

Why it matters

If you read a message but can’t deal with it right away, you can mark it as unread so it doesn’t slip through the cracks.

It also helps if you open a communication by accident. Reading an email or text removes the blue dot on the case. Marking it as unread restores the blue dot, so the person assigned to the case knows there’s a communication that still needs attention.

See it in action

  1. Open a case that has an incoming email or text message.
  2. Go to the Communication tab and open Log.
  3. Click Mark as unread next to the Logs heading.

Archived Cases Can Now Reopen Themselves

Margarita Perez on October 10, 2026

New

Archived Cases Can Now Reopen Themselves

A new email or text on an archived case can now move it back to the active case list automatically. Each organization decides whether to use it.

Edit Details screen in Org Settings showing the 'Reopen Archived Cases on New Communication' toggle, with descriptions of the Enabled and Disabled behavior.
The “Reopen Archived Cases on New Communication” setting in Org Settings.

How it works

Before

An incoming email on an archived case notified the org owner and appeared in the Communication tab with a blue dot, but the case stayed archived.

An incoming text didn’t appear on the case at all. It showed only on the Message Screen.

Now

A new email or text on an archived case automatically reopens it, restores its previous Case Type and Status, and moves it back to the active case list.

The blue dot and conversation log work the same as before. Organizations can turn this off in Org Settings.

Why it matters

When a contact reaches back out, their message no longer gets lost in an archived case. Organizations that prefer the previous behavior can opt out.

See it in action

  1. In Org Settings, find “Reopen Archived Cases on New Communication” and turn the toggle on or off.
  2. With the setting enabled, a new email or text from an archived case’s contact reopens the case and moves it to the active list.
  3. With the setting disabled, new communication leaves the case archived.