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, without returning 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

1. Open the WhatsApp conversation you want to follow up on.
2. Click the schedule button (the calendar-clock icon) between the microphone and Send. If the conversation already has pending scheduled messages, select New scheduled message….
3. Select an approved template under Templates, fill in any parameters, and click Next.
4. Pick a date, time, and timezone. The time defaults to the next half hour. Click Schedule message to confirm.

A confirmation appears once the message is scheduled.

Scheduling window

You can schedule a message between 30 seconds and 14 days from now. Times outside this range are rejected.

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. Click 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, click Cancel on its card. Cancel a message any time before it starts sending.

Messages already sending cannot be cancelled

Once a scheduled message begins sending, it can no longer be cancelled.

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.