Undo a reply you just sent
Every reply and note waits a few seconds before it is sent, so you can press Undo to stop it, fix a typo and send again. Here is how undo send works.
Last updated 2 min read
Everyone has sent a reply a second too soon. Hushdesk holds every reply and note for a few seconds after you press Send, so you can take it back.
Before you start
- Who can do this: anyone who can reply: agents, admins and owners.
- Plan: all plans.
- What you need: nothing to set up. Undo send is always on.
Step by step
- Write your reply and press Send (or Ctrl+Enter).
- The send button becomes Undo with a countdown, for example "Undo 10s".
- The timeline shows the waiting message with "Sending in 10s…", "Sending and closing in 10s…" or "Adding note in 10s…".
- Press Undo before the countdown ends.
- Your text returns to the reply box. Edit it and send again.
What happens next
If you press Undo, nothing is sent and nothing on the ticket changes: macro actions, status changes and closing all wait for the real send.
If you let the countdown finish, the reply is sent, any actions are applied, and for email a delivery line appears under it.
How long the countdown is
| Setting | Value |
|---|---|
| Default | 10 seconds |
| Applies to | Replies, internal notes and Send & close |
| Can be changed in the app | No setting today |
Why a short delay helps
Most mistakes are spotted in the first seconds after sending: the wrong customer name, a missing word, a macro that did not fit or an order number for the wrong order. The countdown gives you that moment without slowing your work, because you can move to the next ticket while it runs and the reply still goes out.
Tips
- Read the waiting message in the timeline during the countdown. It is a last chance to spot a wrong name or order number.
- Pair undo with Send & close: if you undo, the ticket stays open too.
- On chat tickets the countdown matters most, because a chat reply appears in the customer's window the moment it is sent. Take the extra second to read it.
- For AI answers sent by the AI agent, a separate undo window applies. See AI agent settings explained.
Troubleshooting
The Undo button disappeared before I pressed it
The countdown ended and the reply was sent. Send a follow-up to correct it.
"Invalid message"
After undoing, the reply box was emptied. Write the message again.
Frequently asked questions
How long do I have to undo a reply in Hushdesk?
Ten seconds by default. After you press Send, the button changes to Undo with a countdown, and the timeline shows Sending in a few seconds. Press Undo before the countdown ends and the reply is not sent. Once it reaches zero, the reply goes out and can no longer be recalled.
What happens to my text when I press Undo?
It comes back into the reply box exactly as you wrote it, so you can fix it and send again. Any macro actions you chose, such as tags or a status change, are not applied either, because nothing happens to the ticket until the countdown ends.
Does undo work for internal notes too?
Yes. Notes also wait for the same few seconds, and the timeline shows Adding note in the meantime. Press Undo to stop the note. It works the same for Send and close, where the timeline says Sending and closing during the countdown.
Can I recall an email after the countdown ends?
No. Once the countdown ends, the email is handed to our email provider and cannot be taken back, just like any other email you send. If you need to correct something, send a short follow-up reply straight away that explains the correction clearly.
What happens if I leave the ticket during the countdown?
The reply still goes out when the countdown ends. Moving to the next ticket does not cancel it. If you want to stop it, press Undo before you leave, or stay on the ticket until the countdown finishes.
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Related articles
- Reply to a customer or add an internal noteUse the reply box to answer by email or chat, switch to an internal note your team only sees, format text, and send with Send or Send and close.
- Use macros in the reply boxPick a saved reply from the macro panel, see suggested macros for this ticket, preview its actions and let variables fill in names and order details.
- Close, reopen and set a ticket's outcomeClose a ticket when it is done, fill in required fields such as the outcome in the Before you close dialog, and reopen it if the customer needs more.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.