Schedule Send

Hi ​@ckoster If your scenario is that you’re the one initiating the email conversation—for example, you send an email offering a service and want to automatically follow up if the customer hasn’t responded after 24 hours—I think you can try this delayed rule in Front:

WHEN
Outbound message is sent (new conversation)
IF
Conversation is in [INBOX]
AND
Oldest message is unreplied after 24 hours
THEN
Reply ONCE with [FOLLOW-UP TEMPLATE]

The idea is that the rule starts from the initial outbound message. If it remains unreplied to after 24 hours, Front should send the follow-up template. If the customer responds before the 24-hour mark, the unreplied condition should no longer be met, so the automated follow-up should not fire. I’d recommend testing this with a test conversation first just to confirm that Front handles the Oldest message is unreplied after condition as expected for an outbound-initiated thread.

I’d also suggest using tags as guards to give you more control over when the automated follow-up can fire.
For example, you could apply a specific tag such as Awaiting Customer Reply when the initial outbound email is sent, then include that tag as one of the conditions for the follow-up rule.

WHEN
Outbound message is sent (new conversation)
IF
Conversation is in [INBOX]
AND has specific tag [Awaiting Customer Reply]
AND Oldest message is unreplied after 24 hours
THEN
Reply ONCE with [FOLLOW-UP TEMPLATE]
Remove tag Awaiting Customer Reply
Add tag Follow-Up Sent

I hope this helps with what you’re trying to achieve! In my experience setting up automations, using tags as guardrails has really helped me get the rules to behave the way I intended and prevent them from firing when they shouldn’t.