This article explains the default send time feature in Tivian Communicate XI (CXI) for scheduling campaign messages. It covers how Site Administrators can set delivery times for various communication channels to optimize employee engagement. The article details the Delivery Times panel, its controls, and how changes affect message scheduling. It also notes that Communicate Messages and Communicate Planner use the user’s system time zone, not the account’s set delivery times.

Information

Introduction

A key aspect of Communicate Journeys is the ability to schedule campaign messages, such as emails, texts, and Slack messages, ahead of time. In addition to setting a date for a message, the time of day your employees receive the message can have an impact on your campaign. Some organizations prefer to deliver messages earlier in the day, whereas others prefer an afternoon delivery. Your organization’s preferred times of message delivery should reflect your employees’ highest peaks of engagement.

The send times setup in Tivian Communicate XI (CXI) is where Site Administrators can set a time zone that applies to the entire company CXI account’s Communicate Journeys. Delivery times can be set for email, SMS, integrated apps, and web banners, to optimize your employee communications.

Send times in CXI are controlled at the journey level.

Note: The send times function only affects scheduling times of individual Communicate Journeys. All views and scheduling in Communicate Planner and Communicate Messages will reflect the viewer’s operating system based on their computer’s system preferences.

The Delivery Times Panel

Delivery times can be viewed and accessed by clicking on the Delivery Times button in the upper-right corner of the Campaign tab. (You must have either Editor or Owner permissions for each journey you want to edit the delivery times of.)

Clicking on the Delivery Times button will open up the Delivery Times settings panel.

The Delivery Times settings panel has the following controls:

• Time Zone:  Select which time zone you’d like to use as a reference point for your delivery times.
• Email: Select the time at which you’d like email communications to be sent, in 12-hour format.
• SMS: Select the time at which you’d like SMS text messages to be sent, in 12-hour format.
• Integrated Apps: Select the time at which you’d like Slack or Microsoft Teams messages to be posted, in 12-hour format.
• Web Banner: Select the time at which you’d like web banners to update, in 12-hour format.

Clicking the Cancel button will discard all changes. Clicking the Save button will immediately apply the changes to the journey.

Changing send times to the past

If you change the default delivery time from later to earlier in the day so that it occurs “in the past”, everything scheduled up to that time for that specific day will be sent automatically or show as Send Now. A warning will pop up notifying you of this, prior to clicking the Save button.

Note

Any messages scheduled for that day that have already been sent will not be resent.

The time zone and set delivery times apply only to that specific Communicate Journey.

The journey’s time zone and delivery times are visible to all team members for the account’s Communicate Journeys, in the Status tab of each pending message. However, only users with Owner or Editor permissions for that journey can edit its time zone and delivery times. Team members with insufficient permissions who want to change the send time must reach out to an Owner or Editor to make that change for them. Alternatively, they can request that an Owner grant them Owner or Editor permissions.

Communicate Messages and Communicate Planner

As mentioned in the Introduction, the account’s time zone and set delivery dates don’t apply to Communicate Messages and Communicate Planner, as they are based on your computer’s operating system time zone.

FAQ

How do I access and change the delivery times for a Communicate Journey?

To access and change delivery times, click on the Delivery Times button in the upper-right corner of the Campaign tab. This opens the Delivery Times settings panel where you can select the time zone and set specific times for email, SMS, integrated apps, and web banner deliveries. You must have Editor or Owner permissions for the journey to make changes.

What happens if I change the delivery time to earlier in the day?

If you change the default delivery time to earlier in the day, making it occur “in the past,” all messages scheduled up to that time for that specific day will be sent automatically or show as Send Now. A warning will appear before you save the changes. However, messages already sent that day will not be resent.

Do the set delivery times apply to Communicate Messages and Communicate Planner?

No, the account’s set delivery times do not apply to Communicate Messages and Communicate Planner. These features use the time zone based on your computer’s operating system preferences.