Schedule template messages to be automatically sent to your contacts at a future date and time.

Scheduled Follow-ups

Scheduled follow-ups allow you to schedule WhatsApp template messages to be automatically sent to your contacts at a future date and time. This is useful for reminders, visit follow-ups, appointment confirmations, or any planned communication.

Scheduling a follow-up

You can schedule a follow-up directly from a conversation in the inbox:

Open the conversation of the contact you want to send the follow-up to.

In the toolbar, click the More actions button (three horizontal dots icon).

Select Follow-up from the dropdown menu.

Select a template

A dialog opens where you must choose an approved WhatsApp template. If the template has parameters (variables), fill in the values for each one.

Choose date and time

Select when to send the follow-up. You can use one of the quick options or choose a custom date:

Quick option	Description
Tomorrow 9:00 AM	Schedules the send for tomorrow morning
In 2 days 10:00 AM	Schedules for the day after tomorrow mid-morning
In 1 week 9:00 AM	Schedules for 7 days from now

For a custom date, use the date and time pickers.

Optionally, add a note (maximum 500 characters) explaining the reason for the follow-up. This note is internal and only visible to your team.

Click Schedule to confirm. You'll see a confirmation message indicating the follow-up was scheduled successfully.

The scheduled date must be between 5 and 90 days in the future. You cannot schedule follow-ups for the next few hours.

Follow-ups page

The follow-ups page is available in the sidebar under Follow-ups (calendar with clock icon). Here you can view and manage all scheduled follow-ups for your organization.

Follow-ups table

The table shows the following information for each follow-up:

Column	Description
Contact	Name and phone number of the target contact
Template	Name of the WhatsApp template that will be sent
Scheduled For	Date and time when the message will be sent
Created By	Team member who scheduled the follow-up
Status	Current status of the follow-up
Note	Optional internal note (shown truncated, hover to see full text)
Actions	Action buttons based on status

Filter by status

Use the tabs at the top to filter follow-ups by status:

All --- Shows all follow-ups
Pending --- Follow-ups waiting to be sent
Sent --- Successfully sent follow-ups
Failed --- Follow-ups that could not be sent
Canceled --- Manually canceled follow-ups

Follow-up statuses

Status	Description
Pending	Scheduled and waiting for the send date
Processing	Currently being sent (transient state)
Sent	Successfully sent to the contact via WhatsApp
Failed	Could not be sent after several retries
Canceled	Manually canceled by a team member

Available actions

Available actions depend on the follow-up's status:

Pending: You can cancel the follow-up before it's sent
Failed: You can retry the send (rescheduled for 5 minutes in the future)
All statuses: You can click View to open the associated conversation

Only admins can delete canceled or failed follow-ups. Agents can cancel and retry their own follow-ups.

Automatic retries

When a follow-up fails due to a temporary error (such as WhatsApp API rate limits), Trochai automatically retries with incremental intervals:

1st retry: 5 minutes later
2nd retry: 15 minutes later
3rd retry: 60 minutes later

If the send fails after 3 retries, the follow-up is marked as Failed and you can retry it manually from the table.

Automatic processing

Scheduled follow-ups are processed automatically every minute. When the scheduled date and time arrives:

The system sends the template message to the contact via WhatsApp
The message is recorded in the conversation history
The conversation's last message date is updated
A notification is sent to the follow-up creator

Conversations --- conversation management
Templates --- create and manage WhatsApp templates
24-Hour Window --- follow-ups use templates, so they don't require an open window

Scheduled Follow-ups

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