> ## Documentation Index
> Fetch the complete documentation index at: https://docs.theomnibot.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Sequences: Schedule Automated Message Series Over Time

> Schedule automated message series in ChatbotX to welcome, nurture, and follow up with customers over time while respecting Messenger and WhatsApp policies.

**Sequences** lets you schedule a series of messages that go out to customers in a fixed time order, without sending each one manually. You can use Sequences to welcome new contacts, send appointment reminders, follow up after a purchase, or nurture customers over days and weeks. For example, when someone signs up for a consultation, they can receive a welcome message right away, a helpful guide after one day, a reminder or update after three days, and a promotional offer later — all triggered automatically the moment a customer subscribes to the sequence.

## Understand the 24-Hour Policy Before Building a Sequence

Before setting up a Sequence, you need to understand the messaging limits for each platform. These rules determine whether you can send a free-form message or whether you need to use a specific message type or approved template.

| Channel       | Within 24 hours of last interaction                   | After 24 hours                                                                                                                     |
| ------------- | ----------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------- |
| **Messenger** | Free-form messages — any content including promotions | Use `Utility Message` for transactional content, or `Marketing Messages on Messenger` for promotional content to opted-in contacts |
| **WhatsApp**  | Free-form messages — any content including promotions | Use approved `message templates` — `Utility` for transactional, `Marketing` for promotional, `Authentication` for OTP              |

### Messenger Policy Summary

* **Within 24 hours** of the customer's last message, you can send any content directly.
* **After 24 hours**, split by use case:
  * **Utility Message** — for non-promotional content such as order updates, appointment reminders, or account notifications
  * **Marketing Messages on Messenger** — for marketing content to contacts who have opted in

### WhatsApp Policy Summary

* **Within 24 hours**, WhatsApp allows free-form messages without templates.
* **After 24 hours**, all messages must use pre-approved templates in one of three categories: **Marketing**, **Utility**, or **Authentication**.

<Warning>
  Placing promotional content inside a Utility template — on either Messenger or WhatsApp — violates platform policies. Use the correct message category for each use case to protect your channel's sending access.
</Warning>

## How to Set Up a Sequence

### Step 1: Create Separate Flows First

Each step in a Sequence is its own Flow. Build all the individual message Flows before assembling the full Sequence.

**Example Flows for a 7-day WhatsApp sequence:**

| Flow           | When it sends                            | Message type                                     |
| -------------- | ---------------------------------------- | ------------------------------------------------ |
| **Day 1 Flow** | Right away — still within 24-hour window | Free-form welcome and introduction               |
| **Day 3 Flow** | 3 days after subscription                | `Utility` — appointment reminder or order update |
| **Day 7 Flow** | 7 days after subscription                | `Marketing` template — return-purchase offer     |

### Step 2: Open Sequences

From the left menu, navigate to **Sequences**.

### Step 3: Create a New Sequence

<Steps>
  <Step title="Add a new sequence">
    Click **+ Add** to create a new sequence.
  </Step>

  <Step title="Name the sequence">
    Give it a clear, descriptive name such as `New Customer Care - WA` or `7-Day Nurture - Messenger`.
  </Step>

  <Step title="Save">
    Click **Save** to continue to the sequence editor.
  </Step>
</Steps>

### Step 4: Add Messages and Define the Schedule

<Steps>
  <Step title="Add a message step">
    Click **+ Add Message** to add a step to the sequence.
  </Step>

  <Step title="Choose the Flow">
    Select the matching Flow you prepared in Step 1.
  </Step>

  <Step title="Set the delay">
    Define how long to wait before sending this step — immediately, after X hours, or after X days.
  </Step>

  <Step title="Activate the step">
    Toggle the step to active so it fires when the delay expires.
  </Step>
</Steps>

Repeat this for each step in the sequence until all messages are added in order.

### Step 5: Create the Subscription Point

A Sequence does not run on its own — it needs a trigger point where customers subscribe to it.

**Option A — Via Flow Builder (automatic):**

<Steps>
  <Step title="Add an Action block">
    In any Flow, add an **Action** block at the point where you want the subscription to happen.
  </Step>

  <Step title="Choose Subscribe to Sequence">
    Select **Subscribe to Sequence** and choose the correct Sequence from the list.
  </Step>
</Steps>

From the moment a customer passes through that Action block, the system starts the schedule and sends each step in order.

**Option B — Via Inbox (manual):**

When an agent is in a live conversation and wants to subscribe a customer directly, they can attach a Sequence from the Inbox interface without going into Flow Builder.

## Example Sequence Setups

### Post-Purchase Care Sequence on WhatsApp

| Timing                       | Content                              | Message type                      |
| ---------------------------- | ------------------------------------ | --------------------------------- |
| Right after purchase message | Thank-you and product instructions   | Free-form (within 24-hour window) |
| A few days later             | Order status update or care reminder | `Utility` template                |
| Later in the campaign        | Return-purchase offer                | `Marketing` template              |

### Win-Back Sequence for Older Messenger Contacts

| Timing                                   | Content                      | Message type                      |
| ---------------------------------------- | ---------------------------- | --------------------------------- |
| Still inside 24 hours                    | Direct follow-up message     | Free-form                         |
| Outside 24 hours — transactional content | Essential update or reminder | `Utility Message`                 |
| Outside 24 hours — promotional content   | Newsletter or offer          | `Marketing Messages on Messenger` |

## Safe Operating Strategy

* **Classify every message before building the Flow** — decide whether it is Utility or Marketing and design the content accordingly.
* **Do not place promotional content inside the Utility path.** This applies to both Messenger and WhatsApp and can result in channel penalties.
* **Keep the 24-hour window open** by ending messages with a question that encourages the customer to reply. Each reply from the customer resets the 24-hour clock.
* **For longer nurture flows**, choose the correct channel and message type from the start rather than applying the same logic to all steps. A Day 1 welcome can be free-form; a Day 14 promotional offer requires the appropriate template.