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Create a sequence

ChatSyncs left navigation with Chatbot Manager selected, the Automation tab highlighted, and the Follow-up Sequences sub-tab highlighted, showing the Sequences list with a Create button

Chatbot Manager → Automation → Follow-up Sequences, showing the Sequences list and the Create button.

1

Open Chatbot Manager

Go to Chatbot Manager.
2

Open the Automation tab

Select Automation.
3

Click Follow-up Sequences

Select Follow-up Sequences from the sub-tabs.
4

Click Create

Click Create to start a new sequence.
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Name the sequence

Enter a Sequence Campaign Name to identify it, e.g. Product Launch Follow-up.

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Delivery schedule & re-entry rules

The Configure New Sequence panel sets two things beyond the name:
Configure New Sequence panel showing Sequence Campaign Name, Delivery schedule, and Re-entry rules

The Configure New Sequence panel — Campaign details, Delivery schedule, and Re-entry rules.

  • Delivery Schedule — the Preferred Delivery Time (e.g. 10:00 AM) and Time Zone (e.g. Asia/Kolkata) used for messages sent to subscribers who are outside the WhatsApp 24-hour window, so they land at a consistent, appropriate local time.
  • Re-entry Rules — Allow Re-entry Only After Completion, which blocks a subscriber from being added to the sequence again while it’s already running for them. Once they finish, they can be re-enrolled if triggered again. For example, a subscriber in a 7-day onboarding sequence can’t be re-added during those 7 days, but can re-enter after it finishes.

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Example: why re-entry rules matter

Say a bot triggers a sequence on the keyword Hi, sending Message 1 immediately and Message 2 one minute later. Without re-entry protection, sending Hi again before Message 2 arrives restarts the whole sequence from Message 1 — the subscriber ends up with duplicate messages:
With “Allow Re-entry Only After Completion” enabled, that second Hi is ignored while the sequence is already running — the subscriber just continues to Message 2 normally, and can only restart the sequence after it’s fully finished:

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Configure each message step

Each step in the sequence (a Send Message After block) is configured with:
Configure Sequence Message panel showing Send Regular Message and Send Template Message options, Schedule, and Enable Condition

Configure Sequence Message — Message Type (Regular vs Template), Schedule, and Enable Condition.

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Message Type

Send Regular Message (Inside 24h) — for subscribers inside the WhatsApp 24-hour window; no template approval needed, and supports text, images, videos, documents, and buttons. Send Template Message (Anytime) — for subscribers outside the window; requires an approved WhatsApp template but can be sent at any time. See the 24-hour customer service window.
2

Schedule

Set how long after the previous step this message sends, e.g. immediately, after 2 hours, or after 1 day.
3

Enable Condition (optional)

Restrict the step to subscribers matching specific criteria, with All Match or Any Match logic — see Condition logic for a step below.
Example timeline:

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Condition logic for a step

Enable Condition sends a step’s message only when a subscriber meets criteria you set — if the condition is true, the message sends; if false, it’s skipped for that subscriber.
Enable Condition panel with All Match and Any Match options, System Field and Custom Field rows

The Enable Condition panel — All Match / Any Match, System Field, and Custom Field rows.

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Match types

  • All Match (AND) — every condition must be true. E.g. Country = India and Membership = Gold only sends to Indian Gold members; an Indian Silver member or a US Gold member is skipped.
  • Any Match (OR) — at least one condition must be true. E.g. Membership = Gold or Membership = Platinum sends to either, skipping only Silver.

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Variable types

  • System Field — built-in subscriber details ChatSyncs already tracks: First Name, Last Name, Phone Number, Country, Gender.
  • Custom Field — fields you created yourself, e.g. Membership, City, Product, Plan, Order Value.

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Operators

Configure Sequence Message panel with the Operator dropdown open, showing comparison operators

The Operator dropdown open on a condition row, showing the available comparison operators.

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Practical examples

  • Gold members only: Custom Field Membership = Gold → only Gold members receive the step.
  • High-value customers: Custom Field Order Value >= 10000 → only customers who’ve ordered ₹10,000+ receive the step.
  • India only: System Field Country = India → only Indian subscribers receive the step.

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Add a step’s content

Flow blocks panel listing message and integration components for a sequence step

The Flow blocks panel for choosing a Send Message After step's content.

Each Send Message After block’s content is picked from the same components used elsewhere in ChatSyncs: Text, Image, Video, Audio, File, Location, Interactive Message, CTA URL Button, Template Message, HTTP API, Random Number Generator, Label Assign, Google Sheet Fetch, and WhatsApp Flows.

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Send a Template Message step

Configure Sequence Message panel set to Template Message, with a Select Template dropdown and button actions

A Template Message step — Select Template and configurable button actions.

To send an approved template on a step, choose Template Message, pick the template from Select Template, and set Schedule Message After. If the template has buttons, configure each button’s action — trigger a Bot Flow, Keyword Replies, another Sequence, or a redirect. Click Save Changes to add it to the sequence.

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Use a sequence in Keyword Replies

Once saved, a sequence becomes available across the platform — most commonly, you subscribe users to it from a Keyword Replies action block:
A subscriber must be added to a sequence (manually or through a bot action) before they’ll receive its messages.

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Follow-up Sequences actions

The Sequences list shows every sequence with two actions:
Sequences list with Report (info) and Edit action icons highlighted in the Actions column of a sequence row

The Sequences list with the Report and Edit action icons highlighted on a sequence row.

  • View Report — subscribers enrolled, messages sent, delivery status, and progress.
  • Edit — update message content, delivery schedule, conditions, or templates. Edits apply only to subscribers who enter the sequence after the change; subscribers already running it finish on the version they started with.

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Frequently asked

Create a sequence under Chatbot Manager → Automation → Follow-up Sequences, name it, set its delivery schedule and re-entry rules, then add Send Message After steps with the content and timing you want. Subscribe users to it — typically from a Keyword Replies action block — and the messages send automatically on schedule.
Send Regular Message (Inside 24h) only reaches subscribers currently inside the 24-hour window and needs no template approval. Send Template Message (Anytime) reaches subscribers regardless of window but requires an approved WhatsApp template.
Yes, once they complete it — if Allow Re-entry Only After Completion is enabled, they can’t be re-added while the sequence is still running for them, but can be re-enrolled after it finishes.
No — edits only apply to future executions. Subscribers currently running the sequence continue on the version they started with; only newly enrolled subscribers get the update.
From a Keyword Replies flow, use an action block to subscribe the user to the sequence — e.g. triggered when they click a button or send a keyword. They then receive the sequence’s messages automatically over time.
Yes — turn on Enable Condition on that step and add one or more rules (System Field or Custom Field, an operator, and a value). Use All Match if every rule must be true, or Any Match if just one needs to be — e.g. only Gold members, or only orders over a certain value.
  • Outside the 24-hour window, only approved templates can be sent — a regular message step will not reach subscribers who are outside it.
  • Re-entry rules prevent duplicate enrollment — enable Allow Re-entry Only After Completion to stop a subscriber from overlapping with themselves in the same sequence.
  • Edits only affect future subscribers — review schedule, conditions, and templates carefully before enrolling anyone, since changes won’t apply retroactively.