In this scenario, our business users use the standard Case and Email Message objects. They are looking to have email reminders sent out when an sales associate firsts sends an email out of Salesforce manually.
The first reminder goes out 5 days from the initial email send if no response is received.
The second automated email goes out stating that their case has been declined if no response is received.
Currently, we have a time-based reminder being sent to the time-based workflow queue. That reminder will be sent on the 5th day and 7th day, but the issue is that if our customer responds back to the initial email right away, that reminder email is still in the queue. A system admin would need to go in and delete the job from the queue so unnecessary email reminders won’t get sent, which would be an unrealistic burden for the internal Admin Team. We also were looking at leveraging the Message Sent date on the Email Message object we can use in List Views and Reports so an accounts receivable associate can see how many days an email was sent without getting a response, but that would require new flows and possibly code changes.
My question is what options do we have to automatically remove email reminders that are in the queue when a customer takes a certain action in the right amount of time, or a way to leverage declarative functionality to allow a user to see the number of days an email was sent without getting a response?
Davis Johnson (SolomonEdwards) 
Forum Ambassador
Are these currently built as workflow rules? If so, it might be a natural time to convert them to Flows with Scheduled paths, which can then be used to query for responses to the EmailMessage and appropriately navigate either sending a reminder or ending the chain of the Flow. These Flows as described seem on the lower end of the complexity spectrum, and would be a great way to alleviate manual work to delete from queue.
