Table of Contents
What This Feature Does #
Lets you schedule a follow-up tied to a specific contact. There are three kinds:
- Reminder — a note-to-self. When it’s due, you get a notification that links straight to the contact’s WhatsApp chat. Nothing is sent.
- WhatsApp follow-up — schedules an approved WhatsApp template message to this contact at the chosen time.
- Email follow-up — schedules an email template to this contact at the chosen time.
All three appear on the Scheduler calendar as well, under the Follow-up group.
When to Use #
- Use a Reminder for "check in with this customer in 3 days".
- Use a WhatsApp/Email follow-up to queue the actual message now so it goes out later without you having to remember.
- Do not use this to message many contacts — use a campaign for that: WhatsApp → Campaigns (9.4) or Email → Campaigns (10.5).
Prerequisites #
- CompanyAdmin or TenantUser with Scheduler access.
- For a WhatsApp follow-up: WhatsApp templates access and at least one approved template. The contact needs a WhatsApp number (or you can type one in).
- For an Email follow-up: Email templates access and at least one enabled reply-to mailbox in the tenant. The contact needs an email address (or you can type one in).
Where to Find It #
The Reminders & Tasks button sits next to the Notes button — on the contact Profile header and in the WhatsApp Chat conversation header (contact-linked conversations only). It is highlighted with a count badge when the contact has open (pending) reminders.
Step-by-Step Instructions #
- Click Reminders & Tasks to open the panel. It lists this contact’s existing reminders and follow-ups with their status.
- Click New.
- Choose the Type: Reminder, WhatsApp, or Email.
- Set When — pick a quick preset (Tomorrow, In 3 days, In 1 week) or choose an exact date and time. Times are in your local time zone.
- Enter a Title (what this follow-up is for).
- Then, depending on type:
- Reminder — optionally add a Note.
- WhatsApp / Email — choose the Template. If it has dynamic parameters, fill them in; the Preview on the right shows the finished message as you type, with any still-empty parameter highlighted.
- Set the Reminder (optional — it is on by default):
- Leave Mute unchecked to be notified before the task is due; tick it to silence this task’s reminder.
- Choose how far ahead to be reminded: At the time, 10 minutes before (default), 30 minutes before, 2 hours before, 12 hours before, 1 day before, or 2 days before.
- Click Save.
Update or cancel
- Each pending item shows a bell toggle and a lead-time dropdown — click the bell to mute/un-mute the reminder, or change the dropdown to move it earlier or later. Changes save immediately.
- Each pending item also has a trash icon — click it and confirm to cancel it.
- Completed and failed items stay in the list for reference and cannot be edited.
The Pre-Reminder #
For every pending task that is not muted, the platform raises a notification the chosen lead time before it is due (only while the task is still pending — a completed or cancelled task never reminds you). The bell in the top bar updates and a toast appears without a page reload, linking to the contact’s chat (or the Scheduler for a task with no contact). Rescheduling a task re-arms its reminder for the new time.
What Happens After #
- The item is added to this contact’s list and to the Scheduler calendar.
- When it’s due, the platform runs it:
- Reminder → you get a notification linking to the contact’s chat.
- WhatsApp/Email follow-up → the template is sent to the contact (the recipient is taken from the contact’s WhatsApp number / email address unless you typed one in). The sent WhatsApp message also appears in the chat thread.
- A follow-up that fails (for example, the template was archived, or the contact has no number) is marked Failed in the list; open the Scheduler for the failure reason.
Errors, Messages, and Common Fixes #
| Message | Why It Happens | How to Fix |
|---|---|---|
| Choose a template | You picked WhatsApp/Email but didn’t select a template | Select an approved template from the dropdown |
| Provide a valid value for… | A required template parameter is still empty | Fill every highlighted spot in the preview |
| The saved time is not what you entered | Your user profile has no time zone set and the server assumed a different one | The panel now submits your browser’s time zone, so re-saving fixes it; setting a time zone in Settings → Profile also prevents it |
| Follow-up shows Failed | The contact has no WhatsApp number/email and none was typed, or the template is no longer approved | Add the channel value to the contact (or edit and type one), or choose a different template, then reschedule from the Scheduler |
| Reminders & Tasks button missing in chat | Conversation not linked to a contact | Save as contact first |
Best Practices #
- Use the browser preset buttons for speed; only open the date picker when you need an exact time.
- Prefer a Reminder when you want to decide what to say later, and a WhatsApp/Email follow-up when the message is already clear — queuing it now guarantees it goes out.
