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Channels & integrations

Scheduled replies

Schedule a customer reply and confirm that your background processing can deliver it on time.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

A scheduled reply is a public message stored on the ticket (scheduled_replies) and pushed as job send_scheduled_reply with a delay. The queue delivers it later using server time. You can cancel before send. This is not an IMAP feature and not Chat AI.

When to use this

Agents schedule “I will update you tomorrow 09:00” without leaving the laptop open. SLA next-response still depends on when the message actually sends.

Where to find the controls

Ticket workspace composer (schedule control). Pending items appear on the ticket payload. Failures land in PHP error log as HelSup scheduled reply #id failed. Delivery still uses the mailbox.

Who can make these changes

elegant_support_reply_ticket to schedule. Cancelling is the same class of mutation. Viewers cannot schedule.

Before you begin

No separate Settings tab. Delivery requires a working outbound mailbox and a running queue. Production: system cron. queue_batch_size is Settings → System → System.

Follow these steps

  1. Write a customer-facing reply.
  2. Choose the send time using the workspace timezone shown by the composer.
  3. Schedule it.
  4. Confirm the pending item and displayed time on the ticket.
  5. Cancel it before sending if it is no longer appropriate.
  6. After the queue runs, confirm the message in the thread and check delivery logs.

Settings reference

Body, send-at datetime, status pending/sent/cancelled/failed, id. Only the first pending item may be highlighted in the workspace UI.

Example workflow

Friday 18:00 an agent schedules a Saturday 09:00 update. Cron on Saturday sends SMTP. If cron never runs, the reply stays pending.

Good practices

Schedule in the support timezone from General, not the agent’s laptop if they travel. Cancel before editing the text by writing a new schedule.

Important considerations

A scheduled reply is customer-visible once sent. Do not schedule internal notes. Quiet sites on WP-Cron miss the send window until someone visits the site.

If something does not work

Stuck pending: cron/queue backlog (System Status). Failed: SMTP — read delivery logs and error_log. Contact support if the job ran (log line) but the thread has no message.

Continue learning

Organize your ticket workflow→Configure a mailbox→Keep background jobs and cron running→

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Introduce HelSup to your customers, readers or community. Earn 30% on their first purchase and 20% on every subsequent purchase and renewal throughout their customer lifetime with HelSup.

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30%FIRST PURCHASE
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From recommendation to reward

  1. 01

    Get your personal link

    Sign in to your HelSup customer account and open Partner program to access your referral link.

  2. 02

    Recommend with confidence

    Share the link in a useful review, tutorial, customer proposal or with your community. Explain your partner relationship.

  3. 03

    Track your commission

    Follow attributed purchases and commission status in your partner dashboard. Eligible commissions are reviewed before payout.

YOUR LINK, IN PRACTICE

What does a referral link look like?

https://helsup.com/?ref=HS-EXAMPLE

Here, HS-EXAMPLE illustrates a partner code. Your dashboard gives you your own code and complete link. Copy that full link and share it with the customer; do not use this example as your personal link.

For example: “Looking for a customer support solution? Explore HelSup through my partner link: [paste your personal link here].” When an eligible customer purchases through your link, their first purchase earns 30%; later purchases and renewals earn 20%.

Open my partner dashboard →
YOUR CUSTOMER RELATIONSHIP KEEPS WORKING

A $100 first purchase earns $30.
A later $100 purchase or renewal earns $20.

Illustrative amounts, after discounts and excluding tax.

A customer relationship that lasts

30% first, 20% thereafter. Receive 30% on the customer’s first eligible paid purchase, then 20% on subsequent purchases and renewals throughout that customer’s lifetime on HelSup.

From link to lifetime attribution. The initial referral link is remembered for 30 days in the same browser. Once the referred customer’s first paid purchase is recorded, their partner relationship continues without needing another referral click.

Completed payments. Commission is calculated after discounts and before tax. Free orders and self-referrals do not qualify. Refunds reduce or reverse the associated commission.

Review and payout. Earnings appear as pending until reviewed by HelSup. Payout is processed manually after approval. Contact partner support for payment arrangements.