Sequences

A sequence sends a series of template messages over time, for example a welcome offer when someone becomes a lead, a reminder a day later and a last nudge after three days. Contacts leave the sequence when they reply (if you choose), opt out, or reach the end.

Sequences are under Automation → Sequences. Only admins can create and change them.

Why do sequences only send templates?

Most follow-ups go out after the 24-hour reply window has closed, and WhatsApp only allows templates then. So every message in a sequence is an approved template. Make your templates first.

How do I create a sequence?

1. Go to Automation → Sequences and click New sequence.
2. Type a Name, like New leads or After purchase.
3. Under Start automatically when a contact gets this tag, choose a tag, or leave it on Don't start automatically to add people yourself.
4. Leave Stop when the contact replies on (recommended).
5. Under Messages, set up the first message:
   • Send [number] [minutes/hours/days] after joining. Use 0 to send straight away.
   • Choose a template…
   • Fill in a Value for {{1}} and so on. Use text, {{name}} or {{attr.city}}.
6. Click Add a message for the next one. Its delay is after the previous message.
7. Click Create sequence. You'll see "Sequence created. Turn it on when you're ready."
8. On the sequence's card, click Turn on.

Use the arrows to move messages up or down, and the ✕ to remove one.

How do the delays work?

• The first message goes after its delay from when the contact joins.
• Every other message goes after its delay from the previous message.

For example: 0 minutes after joining → welcome offer; 1 day later → reminder; 2 days later → last nudge. That's day 0, day 1 and day 3.

KiliChat checks for due messages every few seconds, so a message goes out within a minute or so of its time. Delays can be up to 365 days.

How do contacts join a sequence?

• By tag: if the sequence starts on a tag, anyone who gets that tag joins. It doesn't matter how the tag was added: by hand, in bulk on the Contacts page, from a CSV import, by a flow's Tags step, or through the API.
• From the inbox: in a chat's contact panel, click Add to sequence.
• From Contacts: select contacts (or a filtered list) and add them in bulk. Only admins can add more than one contact at a time.
• Through the API: see Contacts and sequences API.

Contacts must be opted in and not blocked. Anyone already on that sequence is skipped. You'll see, for example, "Added 120 contacts. 4 skipped (opted out or already on it)."

INFO

People who already had the tag before you turned the sequence on don't join by themselves. Only a newly added tag starts it. To include existing people, add them from the Contacts page.

When does a contact leave a sequence?

Reason	Shown as
They got the last message	Finished, "Reached the end"
They replied, and Stop when the contact replies is on	Stopped, "Replied"
They opted out	Stopped, "Opted out"
They were blocked	Stopped, "Blocked"
Someone removed them	Stopped, "Removed by [name]"
A message's template isn't approved any more	Failed, "Step N's template isn't approved"

A reply means any message from the customer, including tapping a quick reply button.

How do I see who's on a sequence?

Click People on the sequence's card. The tabs show On it now, Finished, Stopped and Failed. For each person you see how many messages they've had and when the next one goes. To take someone off, click Remove.

From a chat in the inbox, the contact panel also lists their sequences. Click the ✕ next to one to take them off.

The card itself shows On it now, Finished, Replied and Sent counts.

Can I pause a sequence?

Yes. Click Pause on its card. You'll see "… is paused. Contacts on it will wait." Nobody gets messages while it's paused, and nobody new joins.

Click Turn on to continue. Anyone whose message came due during the pause gets it shortly after you turn it back on.

Can I edit a sequence that's running?

Yes. Click Edit, make your changes and click Save. Changes apply to people already on it from their next message. If you remove messages from the end, anyone who has already had all the remaining ones is marked Finished.

If the sequence is on, every template in it must be approved. Otherwise you'll see "Waiting for approval: … Turn the sequence off first."

Can I use templates that aren't approved yet?

You can save a sequence with templates still in review ("Some templates are still waiting for Meta's approval. You can save now and turn the sequence on once they're approved."). You can't turn it on until they're all approved: "These templates aren't approved yet: …". Rejected templates aren't in the list.

How do I delete a sequence?

Click the bin icon on its card and confirm "Delete "…"? Everyone on it stops getting its messages."

Can someone be on a sequence twice?

Not at the same time. Once they finish or are stopped, they can join again, for example if they get the tag again.

Should I turn off "Stop when the contact replies"?

Usually not. Once a customer writes back, a person or a flow should take over; it's awkward if the bot keeps sending reminders. Turn it off only for things like a course of daily tips, where replies don't change anything. The card shows "stops on reply" or "keeps going after replies".

What do sequence messages cost?

Each delivered message is a template, and Meta charges for it like any other template. See What do broadcasts cost?.