Follow-up Reminders & Message Sequences

Never miss a follow-up with reminders and automated message sequences.

Updated 10 February 2026

Never miss a follow-up. WhatChimp gives you two ways to stay on top of customer conversations: Follow-Up Reminders for manual nudges, and Message Sequences for automated multi-step follow-ups.

Follow-Up Reminders

Set a personal reminder to follow up on any conversation at a specific time.

Setting a Reminder

  1. Open a conversation in the Omnichannel Inbox
  2. Click the three-dot menu (⋯) next to the customer's name at the top
  3. Select Set Follow-up Reminder
  4. Choose a preset time — 1 Hour, 6 Hours, 12 Hours, or 24 Hours Later — or pick a custom date and time

Set a follow-up reminder from the conversation menu with preset or custom timing

When the time arrives, you'll get a sound notification as long as the inbox is open.

Viewing Your Follow-Up List

To see all your scheduled reminders:

  1. Click the Settings icon (gear) in the bottom of the left sidebar
  2. Select Follow-up List
  3. The Follow-up List shows all your scheduled reminders with the bot name, subscriber name, and follow-up time

Open Follow-up List from the sidebar settings menu

The Follow-up List shows all your pending reminders in one place

Click any entry to jump directly to that conversation. Use the delete icon to remove a reminder you no longer need.

Message Sequences

For routine follow-ups — like review requests, payment reminders, or onboarding steps — use Message Sequences. These are automated series of messages that send on a schedule, so you don't have to remember to follow up manually.

How Sequences Work

A sequence is a series of timed messages that fire automatically after being assigned to a conversation:

  1. You create a sequence with one or more messages, each with a delay (e.g., send after 15 minutes, then after 1 day, then after 3 days)
  2. You assign the sequence to a customer's conversation
  3. Messages send automatically at the scheduled times
  4. If the customer replies, you can pause or stop the sequence

A sequence connects a trigger to multiple timed messages

Assigning a Sequence to a Conversation

  1. Open a conversation in the Omnichannel Inbox
  2. In the right panel, scroll down to Message Sequence
  3. Click the dropdown and select the sequence you want to apply

Assign a message sequence from the right panel of any conversation

The sequence starts immediately. Messages will send at the intervals you configured when building the sequence.

Building a Sequence

Sequences are created in the Bot Manager. For a full step-by-step guide on building message sequences with the flow builder, see:

How to Set Up a Sales Sequence Chatbot

That guide covers:

  • Creating a new sequence campaign in the flow builder
  • Setting message timing and frequency
  • Composing each message in the sequence
  • Using approved WhatsApp templates for messages sent outside the 24-hour window

Use Cases

  • Review requests — Ask for feedback 1 hour after resolving a support ticket
  • Payment reminders — Send a gentle nudge 24 hours after sharing an invoice
  • Onboarding — Walk new customers through setup over several days
  • Sales follow-up — Nurture leads who showed interest but didn't convert
  • Abandoned cart — Remind customers about items they left behind

Tips

  • Use reminders for one-off follow-ups. A customer said "I'll decide by Friday"? Set a reminder for Friday morning.
  • Use sequences for repeatable workflows. If you follow the same pattern for every new lead or support ticket, automate it.
  • Combine both. Assign a sequence for the standard follow-up flow, and set a personal reminder for anything that needs a human touch.
  • Keep sequences short. 2-3 messages are usually enough. Too many messages can feel spammy.
  • Use approved templates. Messages sent outside the 24-hour WhatsApp window require pre-approved templates, so make sure your sequence messages use them.

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