Follow-up sequences

Build automatic sequences of WhatsApp messages and tasks for leads, with triggers, sending window, stop on reply and AI suggestion.

A sequence is a series of stages that runs on its own for each lead: it waits for a while, sends a WhatsApp message or creates a task for the salesperson, waits again and so on.

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When to use

• Resume contact with leads who stopped replying.
• Standardize the approach to new leads, with messages and tasks on the right days.
• Remind the salesperson to call or send material after some time.

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Before you start

• Have a connected official WhatsApp integration. Each number can have only one sequence.
• For messages outside the WhatsApp 24-hour window, have an approved message template.
• Have permission to edit general settings.

Sequences are in General Settings and are not available for companies in the Service segment.

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Where to find it

Go to Settings, General Settings, Follow-up Sequences tab, Sequences by WhatsApp Number section. Click Add Sequence by Integration.

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Create a sequence

1. Choose the number

   In WhatsApp integration, select the number. Only numbers that do not have a sequence yet appear. The Sequence Name is filled in automatically and you can change it.

2. Define the behavior

   Keep Stop when the lead replies on, which is the recommended option: the lead’s reply ends the automation and the salesperson takes over.

3. Configure the sending window

   Adjust Send from (default 08:00), Send until (default 20:00) and Send on weekends. Stages that would fall outside the window wait for the next allowed time. With weekends off, they move to Monday.

4. Build the stages

   In Stages, click Add stage and configure each one (see below). You can reorder, duplicate and collapse the stages.

5. Activate and save

   Keep Active Sequence on and save the page. When it is off, no stage fires and new leads do not enter.

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Fields of each stage

Field	How it works
Start trigger	After the previous stage (Sequential), When the lead is created or When the lead enters a stage.
Pipeline Stage	Appears when the trigger is entering a stage. Choose the pipeline stage.
Time without interaction (hours)	How many hours to wait, from the trigger or the previous stage, before running the action. Default 24.
Action	Send WhatsApp or Create task.
Message Template	Template of the chosen number. Optional if you write the free message.
Message (free text)	Used when no template is chosen.
Task title and Task script	For the action of creating a task for the lead’s owner.
Active stage	Lets you turn off a stage without deleting it.

The sequence needs at least one active stage with the When the lead is created or When the lead enters a stage trigger. Without it no lead enters the sequence and the system does not allow saving.

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Variables in messages

• Free text: use {nome}, {nome_completo} and {empresa}. Unknown variables are removed, so nothing is left with visible braces for the lead.
• Official templates: sending fills {{1}} with the lead’s name, {{2}} with the current date, {{3}} with the lead’s appointments for the day and {{4}} with the company name.

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How the sequence runs

• Entry: the lead enters when it is created or when it reaches the chosen pipeline stage. Leads in won or lost stages do not enter.
• Re-entry: if the lead enters the same sequence again, the previous run is interrupted and the new one starts.
• Message: when there is a conversation with the lead, the message appears in the Chat history as an automatic message.
• Task: the task goes to the lead’s owner, who receives a notification. If an identical pending task already exists, it is not duplicated.
• Stop: the sequence stops when the lead replies (if the option is on), when the conversation is finished or when the lead is won or lost.

With official WhatsApp templates, Meta only delivers free messages within the 24-hour window. Outside it, use an approved template.

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Build with AI help

In the Stages section, the Build with AI button asks for the Niche / segment and the Sequence objective and suggests a complete sequence. Review before saving: the screen tells you how many stages were created. In each message or task stage, the Generate with AI hint writes the text from the Objective of this stage. The AI must not mention values or times that are not in the base message, and these features consume credits.

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Frequently asked questions

I cannot choose the number I want.

It already has a sequence, or it is not an official WhatsApp integration. Edit the existing sequence.

The message was not sent at the time I expected.

Check the sending window, the weekend setting and the stage’s waiting time. The message only goes out within the window, in the company’s time zone.

Can I have several entries in the same sequence?

Yes. Each stage with a start trigger is an entry point. A sequential stage only runs after the previous one.

Automatic AI follow-up

Tasks created by the AI.

Message templates

Create the templates used in the stages.