Scheduled WhatsApp messages
Schedule an approved WhatsApp template to send at a later time, directly from a live chat conversation. Use scheduled messages for follow-ups such as payment reminders, due-date notices, or check-ins. You do not need to return to the conversation to send each one by hand.
Scheduling reuses the same approved templates you send today. To learn how to create and send templates, see WhatsApp template message.
Requirements
Scheduled messages appear in a conversation only when all of these are true:
- The conversation channel is WhatsApp.
- The conversation is open (not resolved).
Schedule a message
- Open the WhatsApp conversation you want to follow up on.
- Select the schedule button (the calendar-clock icon) between the microphone and Send. If the conversation already has pending scheduled messages, select New scheduled message….
- Select an approved template under Templates, fill in any parameters, and select Next.
- Select a date, time, and timezone. The time defaults to the next half hour. Select Schedule message to confirm.
A confirmation appears after Moveo schedules the message.
You can schedule a message between 30 seconds and 14 days from now. Moveo rejects times outside this range.
Timezone
The time step uses your local timezone by default. Change it if the customer follows a different timezone. The system stores the exact fire time, so the message sends at the moment you picked regardless of who views the conversation.
View and cancel scheduled messages
A green dot on the schedule button indicates that the conversation has pending scheduled messages. Select the button and select Scheduled messages to review them. Each card shows the template preview and the scheduled send time.
To cancel a pending message, select Cancel on its card. Cancel a message any time before it starts sending.
After a scheduled message starts sending, you can no longer cancel it.
Automatic cancellation
If the customer replies before a scheduled message sends, the platform automatically cancels the pending messages for that conversation. This prevents sending a reminder to a customer who has already responded.
Limits
- Each conversation has a limit on the number of pending scheduled messages. When you reach it, cancel a pending message before scheduling another.
- You cannot resolve a conversation that has pending scheduled messages. Cancel them first, or wait until they send.