Scheduled SMS

Scheduling an SMS

From any ticket sidebar:

1. Open the Twilio 2-Way SMS panel.
2. Compose your message (and optionally attach media for MMS).
3. Click Schedule instead of Send.
4. Choose the date and time for the message to go out.
5. Confirm — a pending scheduled entry is created.

The message is stored and will be sent automatically at the specified time. The agent does not need to take any further action.

---

Managing Scheduled Messages

All pending scheduled SMS messages across all tickets are visible in the Scheduled SMS tab in the app’s full-page view.

From this view, agents can:

• See the message body, the from/to numbers, and the scheduled send time for each pending message.
• Cancel a scheduled message before it fires — click the cancel button on the row.

Once a scheduled message is sent, it is removed from the pending list and a confirmation note is added to the ticket with the Message SID and delivery details.

---

What Happens at Send Time

When the scheduled time arrives, the app:

1. Sends the SMS (or MMS) via Twilio using the stored from/to numbers and message body.
2. Adds a confirmation note to the ticket with the message body, Message SID, and delivery details.
3. Removes the scheduled entry from the pending list.

If the send fails (e.g. the Twilio number is no longer valid), a failure note is added to the ticket instead.

---

Limitations

• Scheduled SMS is available on Freshdesk and Freshservice only.
• Scheduled times are based on the server’s timezone. Set times in the context of the customer’s expected receive time.
• A scheduled message cannot be edited after it is created — cancel it and reschedule if changes are needed.

---

Need Help?

Email support@taroo.in and we’ll respond within one business day.