Sequences allow you to automate a chatbot flow by scheduling messages to be sent in a specific order after a fixed amount of time. This helps your business stay engaged with leads, follow up with inactive customers, or nurture them toward conversion — all without manual effort.
Business Use Cases #
1. Abandoned Cart Recovery (E-commerce)
- Step 1: 30 minutes after cart abandonment → Reminder message with cart summary.
- Step 2: 6 hours later → Offer a discount coupon.
- Step 3: Next morning → “Still thinking?” message with urgency.
2. Lead Nurturing (Agencies, Coaches, Beauty Clinics)
- Step 1: Immediately after sign-up → Thank you + what to expect.
- Step 2: 1 day later → Introduction to services or educational content.
- Step 3: 3 days later → Invite to book a consultation or webinar.
3. Booking Confirmation + Reminders (F&B, Clinics)
- Step 1: Instant booking confirmation.
- Step 2: 24 hours before → Reminder message.
- Step 3: 1 hour before → Final reminder with map/location.
How to Create a Sequence #
From the Smax AI dashboard, navigate to Bots-Auto module -> Sequences.
Click on Create Sequence to start a new automation flow.
Configure Basic Info
- (1) Rename the sequence for easy identification.
- (2) Select the applicable platform (Messenger, Instagram, or WhatsApp, Email, Line,…).
- (3) Choose the channel this sequence will apply to.
Add Steps to Your Sequence
Click New Step to add a message step.
Next, set the sending time and the time frame for sending messages during the day.
Sending time:
- The first message is calculated from the moment a customer is added to the sequence. Example: Customer is added at 8 AM → First message sent at 8:30 AM (if set to 30 min delay).
- The second message delay starts after the first message is successfully delivered.
Time frame:
- Define the allowed time frame during the day (e.g., 8 AM – 10 PM) to ensures messages are only sent during user-friendly hours.
- If the delay time falls outside this window, the message will wait until the next available time (e.g., 8 AM the next day).
Activate the sequence step (1). Then, select the block you want to send to users (2).
After setting up all steps, click Save to activate your sequence scenario
Important Notes & Meta Compliance #
Meta’s 24-Hour Messaging Policy applies to Messenger and Instagram:
- You can send free-form messages within 24 hours of the user’s last interaction.
- After 24 hours, only pre-approved message tags or sponsored messages can be used.
Smax AI Tip:
- If your sequence sends messages beyond the 24h window, make sure:
- You use Marketing messages (e.g., post-purchase update, confirmed event reminder).
- Or initiate a re-engagement ad campaign using Smax AI’s built-in Meta Ads tools.
To avoid delivery failure:
- Don’t attach free-form message blocks to steps scheduled more than 24 hours after the last user response unless they’re properly tagged.
Best Practices #
- 🔄 Test on a dummy account before launching to live users.
- 🧠 Segment your audience and create different sequences per segment.
- ⏳ Avoid over-messaging – space out steps reasonably.
- 🕒 Use day-parting smartly – schedule based on your customer behavior (e.g., skip early mornings).
- 🎯 Personalize your content using variables (like {{first_name}}) in the message blocks.
