Sequences

Automate your customer engagement with sequences that send timely follow-up messages. Whether it's confirming an event, updating on a purchase, or sending reminders, sequences ensure your messages reach customers at the right time, enhancing their experience and boosting your interaction efficiency.

Here are some examples of how to use sequences:

• "Event Follow Up" - Send a confirmation message immediately after user registration, followed by a reminder or assistance message.

• "Get Feedback" - Request feedback two hours after the user interacts with your bot.

• "Send Coupon" - Offer coupons when a user adds items to the cart but doesn't complete the purchase for an extended period.

Sequences enable you to automatically send follow-up or delayed messages to customers. You can schedule multiple messages with varying delays.

How to Create a Sequence

Follow steps 1 to 3, and you will see the following:

Follow these 5 steps to create a sequence:

1. Name your sequence

2. Click "Add Message"

3. Adjust the settings (refer to Message Settings below)

4. Select the sub flow to send

5. Repeat steps 2-4 to add more messages, then click "Save"

Message Settings Overview

Here's what the settings window looks like:

1. Countdown Timer for Message Sending

• Messages are sent in sequence.

• For the initial message, the countdown starts when users subscribe to the sequence.

• For subsequent messages, the countdown starts when the previous message is sent.

2. Send Anytime or Within a Specific Time Range

• For "send anytime," the message is dispatched immediately after the countdown ends.

• For "send between," if the countdown finishes outside the specified time range, the message is held until the next available time.

• Be mindful of the timezone considerations below.

For instance, to avoid disturbing users at night, set messages to be sent between 9 am and 6 pm. If a message is due at 8 pm, it will be held until 9 am the following day.

This delay can affect subsequent messages, as their countdown begins once the previous message is sent.

3. Select Days of the Week for Sending

• If you prefer not to send messages over the weekend, deselect Saturday and Sunday. Refer to the "send between" example above.

• Keep the timezone considerations in mind.

4. Select the Appropriate Content Type (IMPORTANT)

• Refer to the "Content Type" introduction below.

• If uncertain about which type to use, stick with the default. While the message may not be sent due to the 24-hour rule, this helps avoid Facebook bans.

5. Select a Notification Type

Understanding Timezones

When a user's profile includes a timezone, such as on Facebook, the system checks "send between time range" and "send on Monday to Sunday" settings based on the user's timezone. If no timezone is set or supported, the workspace timezone is used ().

Content Type Guidelines

Messages sent more than 24 hours after a subscriber's last interaction must have a content type that aligns with its purpose, as per Facebook's Message Tags policy ().

Messages labelled as "Other" or lacking a content type will not be delivered to subscribers who interacted with you via Messenger more than 24 hours ago.

Note: Sending messages with mismatched content types can lead to your page being suspended or banned by Facebook.

Default / Other Messages

These messages can include promotions and will only be sent to users who interacted with your bot within the last 24 hours.

Confirmed Event Update Messages

Send reminders or updates for events users have registered for, such as RSVPs or ticket purchases. This tag applies to both upcoming and ongoing events.

Post Purchase Update Messages

Inform users about updates on recent purchases, such as transaction confirmations (invoices, receipts) and shipment status notifications (in-transit, shipped, delivered, delayed).

Account Update Messages

Notify users about non-recurring changes to their application or account.

Sending Multiple Messages

When sending multiple messages in a sequence, remember that they are dispatched in order.

For example, in the screenshot above, the "Booked" sub flow is sent "Immediately" once the user subscribes to the "Appointment Follow Up" sequence. The first message triggers the countdown upon subscription.

The countdown for the next message starts once the previous one is sent. Therefore, the "Appointment Follow Up" sub flow is sent one day after the "Booked" sub flow.

Using Sub Flows in Sequences

Create specific sub flows for your sequences. Note that each Send Message step has its own "Message Tag," which defaults to "Other."

If it's been over 24 hours since the user last interacted with your bot and you choose a non-default content type for a sequence message, this setting automatically updates the message tag of the first Send Message step in the sub flow.

If the user responds later, you can send messages using the "default" content type. Typically, you won't need to change any message tags in your sub flow.

Managing Sequence Subscriptions

Navigate to "Flow Actions" to find the two sequence operations.