Documentation / Working with tickets
Sending, undoing and what happens when sending fails
In short: When you click Send, your part is done: the composer is free again straight away and aishaa takes care of the sending. For email, the Sent pop-up with the Undo button appears briefly; you decide how long it stays with the Send delay in your profile. WhatsApp messages and replies on a marketplace go out immediately. If sending fails, your text comes back in the composer and the message stays until you dismiss it.
Where to find this
You send from the composer of a ticket, from the Agent role. See Replying to a ticket.
You set the Send delay via the My profile menu. This setting applies per user, for all organisations you work in.
The Send delay dropdown on the My profile page with the options No delay, 5, 10, 30 and 60 seconds.
Setting the delay
- Open My profile.
- Under Send delay, choose a value from the table.
- aishaa saves the choice immediately and confirms with Send delay saved.
| Option | Meaning |
|---|---|
| No delay | The email goes out immediately and cannot be recalled. |
| 5 seconds | Five seconds to undo the sending. |
| 10 seconds | Ten seconds to undo the sending. |
| 30 seconds | Thirty seconds to undo the sending. |
| 60 seconds | Sixty seconds to undo the sending. |
What happens when you click Send
- The composer is free again straight away. You do not have to wait for a confirmation and can carry on working immediately. For email, aishaa returns to the ticket overview.
- Your message simply appears in the conversation, like any other sent message. No separate sending status appears on the row in the ticket overview.
- If it is an email and you have set a send delay, the Sent pop-up appears at the bottom right with a narrow bar that counts down. That bar only shows how much time you have left to undo the sending.
The Sent pop-up at the bottom right of the screen with the countdown bar and the Undo and View ticket buttons.
| Button in the pop-up | Meaning |
|---|---|
| Undo | Recalls the message while the bar is running. |
| View ticket | Opens the ticket. The countdown continues. |
| Cross | Only closes the pop-up. The message is still sent. |
The delay only applies to email
| Channel | Delay |
|---|---|
| The value you chose under Send delay. | |
| None. The message goes to the customer immediately. | |
| Reply on a marketplace (chip Via (marketplace)) | None. The reply goes to the conversation on that platform immediately. |
Undoing the sending
Click Undo in the pop-up before the bar is empty. aishaa withdraws the send instruction and reports Email sending was cancelled for the ticket. Your reply comes back in the composer of that ticket, so you can change it and send it again.
If the instruction has not yet reached the server, for example because of a slow connection, aishaa waits up to five seconds for it and then withdraws it anyway. So nothing goes out after you have clicked Undo.
Once the bar has run out, the message is on its way and you can no longer recall it.
A closed tab or a dropped connection
aishaa keeps the send instruction in your own browser until the server has accepted it.
- If your browser tab closes, your internet connection drops or you close aishaa, aishaa completes the sending as soon as you open aishaa again.
- If it does not work straight away, aishaa tries again by itself, with slightly longer intervals each time.
- An instruction older than 24 hours is no longer sent. You then get it back as a message that has not been sent.
If sending fails
If the server refuses the message, the following happens:
- The message disappears from the conversation again. So nothing has been sent.
- Your text and your attachments come back in the composer of that ticket, unless you have meanwhile typed something else there yourself.
- A message appears that stays until you dismiss it: Message on ticket #(number) was not sent., The email forwarded from ticket #(number) was not sent. or Reminder on ticket #(number) was not sent. If the reason is known, it is shown after it.
- The message has the Open ticket button. If it concerned a forwarded message or a message to an external participant, the button is called Reopen and the window comes back as you left it.
- If the message did reach the server but delivery has not been confirmed, you see Delivery of the message on ticket #(number) could not be confirmed. Check this before sending it again.
If you had closed aishaa when it went wrong, you still see the message as soon as you open aishaa again.
aishaa reports a refused message once, not every time you open aishaa. After that, the message waits quietly with its ticket:
- A reply to the customer is back in the composer.
- A forwarded message, a reminder or a message to an external party appears as a card above the composer of that ticket, with the title Forwarded email not sent, Reminder not sent or Message to the external party not sent and the recipient (To (address)). With Reopen you open the window again as you left it; with Discard you throw it away.
- A refused message that nobody does anything with disappears after a week.
Good to know
- Only you as the sender see that a message has not been sent. Your colleagues do not get that message.
- During the delay the ticket is not locked. You can simply open it, read it and carry on working.
- The delay is personal. Colleagues choose their own value; there is no setting per organisation or account.
- There is no way to schedule a message for a later time. If you want to send a customer a message later, use Snooze. See Snoozing and wake-up calls.
- If an email gets stuck or does not reach the customer, Email not arriving or not going out explains what you can check.