> For the complete documentation index, see [llms.txt](https://docs.globalalerting.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.globalalerting.com/monitoring-and-response/mass-comms/managing-messages.md).

# Managing Messages

## Duplicating Messages

{% hint style="info" icon="user-lock" %}
This action requires the **View Comms Web App**, **View Messages** and **Send Messages** permissions.
{% endhint %}

If you want to manually re-send a message you have sent previously, you can duplicate it.

1. In GAP Comms, click "Messages" from the left-hand side navigation menu.
2. Click on the "Sent" tab.
3. Click on the message you want to duplicate.
4. Click the "Duplicate Message" button.
5. Enter a name for the message in the "Name" text box.  This is not shown to recipients, it is used to identify the message in the GAP Comms user interface.
6. Select the template to base the message upon using the "Template" drop-down list.
7. If e-mail is selected as a bearer, select a priority for the messages from the "Priority" picker.
8. Click the "Next" button.
9. If required, amend the subject using the "Subject" text box.
10. If required, amend the text the "Message" text box / rich text editor and format it as desired.  You can use the parentheses button (<i class="fa-brackets-curly">:brackets-curly:</i>) to insert placeholders (such as recipient name, e-mail address and phone number) into the body of the resulting message.
11. Click the "Next" button.
12. If required, amend whether the messages should require an acknowledgement of receipt, the selection of a response, or no action, using the "Request Response" picker.
13. If "Responses" is selected, add a response option (e.g. "Yes", "No", "Maybe") into the "Response Options" text box.
14. Click the "+ Add Response" button to add more.
15. Repeat steps 13 and 11 as required.
16. If you want to the message to be re-sent if the recipient does not respond, check the "Enable Resending" check box.
17. Select how many times the message should be re-sent using the "Number of Resends" drop-down list.
18. Select how frequently the message should be re-sent using the "Delay Between Each Resend" drop-down list.
19. Click the "Next" button.
20. Select the criteria used to determine the recipients of the message from the "Conditions" section.
21. Click the "+ Add Condition" button to add more.
22. Repeat steps 20 and 21 as required.
23. Preview the recipients using the "View Recipients" button.
24. Click the "Next" button.
25. If you want to schedule the message so it is sent later, check the "Send Later" check box.
26. Select a date and time to send the message using the "Schedule Time" picker.
27. Select a time zone for the date and time you just entered from the "Time Zone" drop-down list.
28. Click the "Next" button.
29. Review the summary and, if correct, click the "Send" button.  If you want to test the message by sending it to a single recipient, click the "Send Test Message" button, enter an e-mail address and click "Send".  You can optionally save the message as a draft to send later using the "Save Draft" button.

## View Message Delivery & Response Statistics

When a message has been sent, you can use the "Messages" screen in GAP Comms to view delivery statistics and responses, and compose follow-up e-mails as required.

The statistics available to you will depend on:

* The bearer
* Whether read receipts or specific responses were requested

For example, for an e-mail message with read receipts configured, you will be able to see:

* Whether the message was sent, delivered or failed to be delivered
* Whether the recipient clicked on the link in the e-mail to confirm they have read the message

If specific responses have been requested, you will additionally be able to see what response each recipient selected.

To view delivery and response statistics:

1. In GAP Comms, click "Messages" from the left-hand side navigation menu.
2. Then click on the message you want to view.

<figure><img src="https://1486684288-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FEm7IfGQ9bdvWnFgyJqFD%2Fuploads%2Fw9WhSPxAyQAM4XJje0e1%2FScreenshot%202026-04-09%20140836.png?alt=media&amp;token=abcd4fee-1168-4ded-8f4f-7295afc6a336" alt=""><figcaption><p>Message delivery and response statistics</p></figcaption></figure>

## Sending Follow-Up Messages

You can send follow-up messages to recipients who have responded a certain way (e.g. requested assistance) or have not responded at all.

1. In GAP Comms, click "Messages" from the left-hand side navigation menu.
2. Click on the message you want to view.
3. Under the "Responses" section, click on the <i class="fa-message-dots">:message-dots:</i> (message) icon next to the response you want to follow up with (e.g. the recipients who did not read the message, etc.).
4. If required, amend the name for the message in the "Name" text box.  This is not shown to recipients, it is used to identify the message in the GAP Comms user interface.
5. Optionally, select the template to base the message upon using the "Template" drop-down list.
6. If e-mail is selected as a bearer, select a priority for the messages from the "Priority" picker.
7. Click the "Next" button.
8. If required, amend the subject using the "Subject" text box.
9. If required, amend the text the "Message" text box / rich text editor and format it as desired.  You can use the parentheses button (<i class="fa-brackets-curly">:brackets-curly:</i>) to insert placeholders (such as recipient name, e-mail address and phone number) into the body of the resulting message.
10. Click the "Next" button.
11. If required, amend whether the messages should require an acknowledgement of receipt, the selection of a response, or no action, using the "Request Response" picker.
12. If "Responses" is selected, add a response option (e.g. "Yes", "No", "Maybe") into the "Response Options" text box.
13. Click the "+ Add Response" button to add more.
14. Repeat steps 12 and 13 as required.
15. If you want to the message to be re-sent if the recipient does not respond, check the "Enable Resending" check box.
16. Select how many times the message should be re-sent using the "Number of Resends" drop-down list.
17. Select how frequently the message should be re-sent using the "Delay Between Each Resend" drop-down list.
18. Click the "Next" button.
19. Preview the recipients using the "View Recipients" button.
20. Click the "Next" button.
21. If you want to schedule the message so it is sent later, check the "Send Later" check box.
22. Select a date and time to send the message using the "Schedule Time" picker.
23. Select a time zone for the date and time you just entered from the "Time Zone" drop-down list.
24. Click the "Next" button.
25. Review the summary and, if correct, click the "Send" button.  If you want to test the message by sending it to a single recipient, click the "Send Test Message" button, enter an e-mail address and click "Send".  You can optionally save the message as a draft to send later using the "Save Draft" button.

## Deleting Draft Messages

{% hint style="info" icon="user-lock" %}
This action requires the **Delete Messages** permission.
{% endhint %}

{% hint style="warning" %}
Deleting messages is irreversible.
{% endhint %}

1. In GAP Comms, click "Messages" from the left-hand side navigation menu.
2. Click on the "Draft" tab.
3. Click on the <i class="fa-trash-can">:trash-can:</i> (trash) icon next to the message you want to delete.
4. Click the "Delete" button in the confirmation dialog.