Undo send countdown explained when sending lead replies
When you send a reply to a lead from the Leads inbox, it does not leave straight away. It waits for 15 seconds first, with a countdown and an Undo send button on the message. That window is long enough to catch the wrong attachment, a misspelled name, or the paragraph you meant to delete, before the client ever sees it.
This article covers what the countdown shows, what Undo send puts back, and the cases it does not cover.
What you see
Press Send reply and your message drops into the thread straight away. Underneath it you'll see a small Undo send countdown label, the words "Sending in" with the seconds ticking down, and an Undo send button on the right. The blue help icon beside the label opens this article.
When the countdown reaches zero the label changes to Sending…, and a moment later the message settles to sent. From then on it reads like any other email in the thread.
The countdown is on for every account. There is nothing to switch on.
Undoing a send
Press Undo send while the countdown is running and the email is cancelled before it goes anywhere. The client receives nothing.
You'll see "Send undone. Make your changes and send again." and your reply goes back into the composer: the subject, the message and any files you attached. Fix what you need to and press Send reply again. A fresh countdown starts.
Undo send also puts the lead back the way it was before you replied:
- The lead goes back on Awaiting reply, because the client hasn't heard from you.
- If replying moved the lead from New to Qualified, it moves back to New.
- If an automatic reply was waiting to go out and your reply stopped it, it is set to go out again. If its time has already passed, it waits the account's usual delay from now.
If you undo from another tab or after a reload
The send is cancelled the same way, wherever you press Undo send. Your text and files only come back into the composer in the browser tab you sent from, though. Anywhere else you'll see "Send cancelled. Recompose your message if you still want to reply." and you'll need to write the reply again.
Closing the tab doesn't stop it
The 15 seconds are counted on our servers, not in your browser. Closing the tab, losing your connection or shutting the laptop does not cancel the reply and does not delay it. It sends when the countdown ends.
Too late to undo
Once the countdown reaches zero the reply has gone, and pressing Undo send at the last instant tells you "Too late to undo. That reply has already been sent." rather than pretending otherwise. If you need to correct something after that, send a follow-up reply.
Quotes and invoices linked in the reply
Undo send cancels the email, not the document. If your reply linked a quote or invoice you had already created, that document stays sent or issued. The client never saw the email, so nothing reached them. Fix the reply and send it again, and the already-sent document is not sent a second time. To cancel the document itself, see Voiding a quote or invoice.
A quote that a reply template created for you is different: Undo send takes it away again, and sending the reply again creates a fresh one. See Sending a quote or invoice in a reply.
Replies you email in
The countdown only appears on replies you send from the Leads inbox. A reply you write in your own email app, by replying to a 1pm notification, waits much longer so you can read it in the thread before it reaches the client. That wait shows as a send time with Send now and Cancel buttons, not a countdown. See Why a reply you emailed in is waiting.
If a reply doesn't send
A reply can still fail after the countdown ends, for example if the client's address is refused. The message is marked as not sent with the reason and a Retry button. See Replying to leads for what to do.