How to use the Sequence feature

Summary

The Sequence feature in Wati allows you to send a series of messages to customers automatically in a predefined order. Each message in the sequence can be sent immediately or after a specific delay, helping you automate follow-ups and maintain consistent communication.

Sequences are useful for onboarding messages, follow-up reminders, promotional flows, and customer engagement campaigns.

This guide explains how to:

• Access the Sequence feature

• Create and configure a sequence

• Set message delays and scheduling rules

• Edit and manage sequences

• Trigger a sequence using automation rules

Instructions

Access the sequence feature

Follow these steps to access sequences in Wati.

• Log in to your Wati account.

• Go to Automation.

• Click on Sequence available under Actions Library.

Create a new sequence

Follow these steps to create and configure a sequence in Wati.

• Navigate to Automation → Sequence.

• Click Add Sequence.

• Enter a name for the sequence.

Once the sequence is created, you can start configuring the messages that will be sent to customers.

Configure the first message

The first message is sent when the sequence is triggered.

• Click Select action to choose the message you want to send.

• Select the message type.

Supported message types include:

• Text

• Templates

• Stickers

These messages will be sent to customers based on the delay and schedule you configure.

Set the message delay

Next, configure how long Wati should wait before sending the message.

• If you set a time delay, the message will be sent after that delay once the sequence is triggered.

• If the delay is set to 0 minutes, the first message will be sent immediately when the sequence starts.

Add additional messages

You can continue adding more messages to the sequence based on your communication flow.

For each additional message:

• Configure the message content

• Set the time delay

Each delay is calculated based on when the previous message was sent.

Optional: Stop the sequence when the customer replies

You can also enable the Stop sequence on customer reply setting.

• If enabled, the sequence will stop and no further messages will be sent once the customer replies.

• If disabled, all messages in the sequence will continue to be sent according to the configured schedule.

Additionally, you can also configure when each message should be sent. Click the arrow next to the message row to expand the settings.

Then choose the sending schedule:

• Anytime, Anyday – The message can be sent at any time and on any day.

• Specific time and days – Configure the message to be sent only during selected times and on specific days of the week.

In this section, you will also see the option to delete the step if you want to remove that message from the sequence.

Once you finish configuring the sequence, click Save to store your settings.

Example scenario

Here is an example of how a sequence might work.

Configuration

• First message delay: 5 minutes

• Second message delay: 3 hours

• Time range: 10:00 – 11:00

• Days: Monday to Friday

Result

• The first message is sent 5 minutes after the sequence is triggered.

• The second message waits 3 hours, but it will only be delivered between 10:00 – 11:00 on weekdays.

Manage sequences (editing or deleting a sequence)

You can edit or update sequences at any time.

• Edit a sequence: Click the Edit (✏️) icon next to the sequence name to update its name, content or schedule.

• Delete a message: Click the Delete (🗑️) icon next to the message to remove it from the sequence.

Trigger a sequence automatically

A sequence acts as reply material and must be triggered through an automation rule.

This means you need to create a rule that detects a specific keyword and starts the sequence.

Follow these steps to trigger a sequence using a rule:

• Log in to your Wati account.

• Go to Automation → Rules.

• Click + Create Rule.

• Configure a keyword trigger or other rule condition.

• In the Actions section, choose: Action Type: Start a Sequence

• Select the sequence from the dropdown list.

• Save and activate the rule.

Once configured, the sequence will automatically start whenever the rule conditions are met.

Using sequences in Wati helps you automate follow-ups, guide customers through multi-step communication flows, and maintain consistent engagement without manual effort.

Frequently Asked Questions (FAQs)

General information about sequences

1. What is the Sequence feature in Wati?

The Sequence feature in Wati allows you to send a series of messages to customers automatically in a predefined order. Each message can be sent immediately or after a specific delay.

2. Which Wati plans support the Sequence feature?

The Sequence feature is available only on Wati's Pro and Business plans.

3. What are sequences used for in Wati?

Sequences help automate customer communication, including onboarding messages, follow-up reminders, promotional flows, and customer engagement campaigns.

Creating and configuring sequences

4. How do I create and configure a sequence in Wati?

Go to Automation → Sequence, click Add Sequence, and enter a name for the sequence. Then configure the messages, select the message types, set delays, and choose the sending schedules. Click Save to store the sequence.

5. What message types and scheduling options are supported in sequences?

Wati supports three message types:

• Text

• Templates

• Stickers

You can configure each message to be sent using one of two scheduling options:

• Anytime, Anyday: The message can be sent at any time and on any day.

• Specific time and days: The message is sent only during selected time ranges and on selected days of the week.

6. How do message delays work in a sequence?

The first message is sent when the sequence is triggered. If its delay is set to 0 minutes, it is sent immediately. Otherwise, it is sent after the configured delay.

For additional messages, each delay is calculated from the time the previous message was sent. The sending schedule determines when the message can be delivered.

Managing and triggering sequences

7. Can I edit or delete a sequence, and what happens when I do?

Yes. You can:

• Edit a sequence: Click the Edit icon next to the sequence name to update its name, message content, or schedule.

• Delete a message: Click the Delete icon next to the message to remove that step.

• Delete a sequence: Wati stops sending all scheduled messages from that sequence to contacts.

8. How can I trigger a sequence automatically, and can it stop when a customer replies?

A sequence must be triggered through an automation rule. You can configure a keyword trigger or another rule condition and select Start a Sequence as the action type. Choose the sequence, then save and activate the rule.

You can also use the Run on a routine rule to automatically add contacts who have been inactive for a specified period to a sequence. This feature is available on Wati's Pro and Business plans.

To stop a sequence when a customer replies, enable Stop sequence on customer reply. If this setting is disabled, the remaining messages continue to be sent according to the configured schedule.