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Sequences: Automated Follow-Up and Delay Messages

Sequences allow your chatbot the ability to automatically send follow-up or delayed messages to customers. This allows for personalized communication and engagement beyond initial interactions.

Key Takeaways:

  • Sequences enable sending multiple messages with different delays, creating dynamic and engaging customer experiences.
  • Five steps are involved in creating a sequence: naming, adding messages, editing message settings, choosing subflows, and saving.
  • Message settings include countdown timer, send timing (anytime or between specific times), sending days, content type, and notification type.
  • Timezone considerations: message timing adheres to user’s timezone if available, otherwise the workspace’s timezone applies.
  • Content type selection is crucial for compliance with Facebook policies. Choose the appropriate type based on message purpose.
  • “Default” or “Other” content type applies to messages sent within 24 hours of user interaction.
  • For messages exceeding 24 hours, use a specific content type matching the purpose (e.g., Confirmed Event Update, Post Purchased Update, Account Update).
  • Sending multiple messages follows an order, with subsequent message countdown starting after the previous message is sent.
  • Create dedicated subflows for sequences, with the first Send Message step automatically adopting the chosen message tag.
  • Utilize Flow Actions to subscribe or unsubscribe users from sequences.

creating sequences

How to create Sequences in the Chatbot

  1. Give a Sequence Name:

    • Choose a descriptive name that reflects the purpose of your sequence. This will help you easily identify and manage your sequences later.
    • For example, if your sequence sends reminders about upcoming appointments, you could name it “Appointment Reminder Sequence.”
  2. Click “Add Message”

    • This opens a message editor where you can customize the content of your message.
    • You can type text, add images and videos, and use various formatting options.
  3. Edit the Settings (see Message Settings below):

    • Fine-tune your message settings for personalized and targeted delivery.
    • This includes:
      • Countdown Timer: Set the delay between subscribing to the sequence and receiving the message.
      • Send Timing: Choose between sending the message “anytime” or “between a specific time range.”
      • Sending Days: Select the days of the week when the message should be sent.
      • Content Type: Ensure you choose the appropriate content type based on Facebook’s messaging policies.
      • Notification Type: Determine how the user is notified about the message (e.g., push notification, badge).
  4. Choose the Sub Flow to Send:

    • If you want your message to trigger a subflow instead of sending plain text, select the desired subflow here.
    • Subflows allow you to create complex conversation flows with branching logic and conditional responses.
  5. Repeat Steps 2-4 to Add More Messages:

    • Click “Add Message” again to add additional messages to your sequence.
    • You can customize each message with different content and settings.
  6. Click “Save”:

    • Once you’re satisfied with your sequence, click “Save” to activate it.

 

Remember, you can always edit your sequence later to change the message content, settings, and order.

 

Message Settings Explained

sequences in the message settings

 

1. Countdown Timer:

  • This determines the delay between a user subscribing to the sequence and receiving the message.
  • For the first message, the countdown starts upon subscription.
  • Subsequent messages begin their countdown after the previous message is sent.

2. Send Timing:

  • Choose between two options:
    • Send anytime: The message is sent immediately at the end of the countdown.
    • Send between a time range:
      • Specify a start and end time for message delivery.
      • Messages reaching the countdown end outside the range are held until the next available time within the range.
      • Consider timezones to avoid unwanted late-night notifications.

3. Sending Days:

  • Select the specific days of the week when the message should be sent.
  • This allows you to customize message delivery based on user preferences and activity patterns.
  • For example, avoid sending messages on weekends if users are less likely to engage.

4. Content Type (IMPORTANT):

  • This determines how Facebook categorizes your message and ensures compliance with their messaging policies.
  • Choose the appropriate type based on the message’s purpose:
    • Default/Other: Can contain promotions and is only sent within 24 hours of user interaction.
    • Specific types:
      • Confirmed Event Update: Reminder or update for an event user registered for.
      • Post Purchased Update: Confirmation or update on a recent purchase.
      • Account Update: Notification about a non-recurring change in the user’s account.
  • Using the wrong content type can result in Facebook suspending or banning your page.

5. Notification Type:

  • This determines how users are notified about the message:
    • Push notification: Sends a pop-up alert to the user’s device.
    • Badge: Displays a notification badge on the chatbot icon.
  • Choose the most appropriate notification type based on the message’s urgency and importance.

 

Additional Points:

  • When sending multiple messages in a sequence, they are delivered in the order they are added.
  • Use specific subflows designed for sequences to avoid manually setting message tags.
  • Manage sequence subscriptions and unsubscribes through “Flow Actions.”
 

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