Auto Followups

Overview

Auto Followups let you automatically send a predefined series of messages and reminders to your leads. Sequences can include:

• WhatsApp messages (sent via the Kraya WhatsApp Extension, the WhatsApp API, or a Hosted WhatsApp Session)
• WhatsApp template messages (sent via WhatsApp API when outside the 24-hour window)
• Emails (sent by Kraya on your behalf)
• Reminders for you or your team to take action (e.g., call, follow up)

You can also configure a recurring schedule on supported message types so the same step repeats on a fixed interval or on chosen weekdays, instead of moving on to another step after it runs.

For steps scheduled at a specific time of day, you can optionally pin that time to a single weekday (for example, “Sunday at 2:00 PM”) so the message waits for the next occurrence of that day and time in your organization’s timezone, instead of the next calendar day at that time.

For WhatsApp follow-ups sent with the Chrome extension, you can also enable AI rephrasing so that when a new follow-up would read almost the same as a recent one, Kraya can adjust the wording before it goes out. That option is off by default until you turn it on in settings.

Once a sequence is assigned to a lead, Kraya schedules the next step based on the sequence's timing rules. You can assign, clear, or change the sequence at any time. For sequences that end with a normal (non-recurring) last step, when all messages have been sent the sequence is marked as completed and can trigger Smart Triggers (Rules) if configured. If the last step is recurring, that step is designed to repeat on its schedule rather than “finishing” the sequence in the usual way.

What you can do

• Assign an Auto Followup sequence to any lead
• Send WhatsApp followups automatically during business hours (via the Extension)
• Send WhatsApp followups automatically from a Hosted WhatsApp Session (available on request — contact your Kraya POC to enable)
• Send WhatsApp template messages via API (for sequences configured with template messages)
• Send scheduled email followups
• Create personal reminders to follow up
• Clear or change the assigned sequence
• Bulk-apply a sequence to many leads (from the Dashboard)
• Preview messages before assigning a sequence
• Duplicate existing sequences to create variations
• For supported message types, set a Recurring schedule so one message repeats on a timer or weekly timetable (see below)
• For At a specific time schedules, optionally choose a weekday so the send targets that day each cycle (or leave Every day for the previous time-only behavior)
• For extension WhatsApp sends only: optionally enable AI rephrasing when a follow-up would be too similar to a recent one (see below)
• Use Optimize with AI in the sequence message editor to rewrite a WhatsApp or Email message at authoring time — improves clarity, CTA strength, tone, and deliverability before you save the sequence

How it works (user‑facing)

• A sequence is a list of messages. Each message has a type (WhatsApp, WhatsApp Template, Email, Reminder) and a schedule (immediately, after X time, at a specific time—with an optional weekday—or Recurring for supported types).
• When you assign a sequence to a lead, Kraya determines the next message that hasn't been sent yet and schedules it based on the message's timing configuration.
• At a specific time (optional weekday): You always pick a clock time (in your organization timezone). If you leave the weekday set to Every day (no fixed weekday), Kraya schedules the next occurrence of that clock time—the same behavior as before. If you pick a weekday (Sunday through Saturday), Kraya schedules the next occurrence of that day and time together: if that day is today and the time has not passed yet, it uses today; if the time has already passed today on that weekday, it uses the same weekday next week. Old sequences that only store a time continue to work unchanged.
• WhatsApp messages (regular text with optional attachments) are delivered by the Kraya WhatsApp Extension, which checks periodically during your business hours and sends the next due message from your browser.
• WhatsApp followups can also be delivered from a Hosted WhatsApp Session when your organization has hosted sessions enabled for auto-followups. In that case, Kraya checks periodically (during the session's business hours) and sends the next due message directly from the hosted number — you do not need to keep a browser tab open. Hosted-session followups respect the Auto Follow-up settings configured on the Global Settings.
• AI rephrasing (extension only, optional): If your organization turns this on, the extension compares the follow-up you are about to send with a small rolling list of recent follow-ups already sent from the extension (up to the last five). If the new text is very similar to any of them, Kraya asks the AI to rephrase it while keeping the same meaning and facts. If there is not enough in that list to compare, or the new text is not that similar, the message is sent as written. An organization credit is used only when a new wording is actually produced. This applies to text follow-ups you send through the extension—it does not apply to WhatsApp template steps, email, or reminders, and is organization-wide (same setting for your team, where your plan allows the toggle).
• WhatsApp template messages are sent via the WhatsApp API and can be used to reopen conversations outside the 24-hour window. These require an approved template and progress based on delivery status webhooks.
• Email messages are delivered by Kraya automatically from our servers and require email credits in your organization account.
• Reminder messages create a scheduled reminder in Kraya so you don't forget to reach out.
• If your organization has AI Voice Calls enabled, an AI agent may also call the lead automatically a few minutes after each WhatsApp follow-up step (and after the initial broadcast for new leads). See AI Voice Calls.
• Recurring messages: Only Email, WhatsApp, and WhatsApp Template steps can use a Recurring schedule. Reminder steps cannot. A sequence may contain at most one recurring message, and if you use one, it must be the last message in the sequence—you cannot add or keep another step after it. After any earlier steps have been sent, Kraya keeps scheduling that same recurring step according to either:
  • Interval: repeat every N minutes, hours, or days (after the first send, each new send is scheduled from the previous send time), or
  • Weekly: repeat on one or more weekdays, each with its own time, using your organization’s timezone.
• Recurring steps still respect your Business Hours and Delay sequences for active conversations settings (same as other Auto Followup steps).
• If the sequence has no recurring step, when every message has been sent the sequence is marked as completed (status changes to inactive). This can trigger Smart Triggers if you have rules configured for sequence completion. If the last step is recurring, that step keeps scheduling future sends instead of closing the sequence in the usual way; automations that depend on a sequence being fully finished may not behave the same as for a sequence that ends with a one-time last message.

Settings and configuration

• Auto Follow‑up (global): Master switch, business hours, and optional delay for active conversations live in the extension Global Settings modal. See the step-by-step section below.
• AI rephrasing for similar follow-ups (organization, extension WhatsApp only): Off by default. When on, similar upcoming follow-up text may be reworded before send; at most a small number of recent extension follow-ups are used for that check. You can change this in the Dashboard Auto Follow-up area, in the extension Global Settings, or (where your role allows) from team user settings. It applies to the whole organization, not one user in isolation. Your plan and role must allow the control to appear.

Prerequisites & basics

• You are logged into WhatsApp Web with the same phone number that is mapped to the pipeline for this lead, and the Kraya WhatsApp Extension is enabled.
• In the Extension’s Global Settings modal, the Auto Follow‑up toggle is ON.
• Business Hours are set correctly (start time is before end time).
• Leads have a valid phone (for WhatsApp steps) and a valid email (for Email steps).

Step‑by‑step guide

1. Create or edit a sequence (admin‑only UI)

• Open Dashboard → Auto Followups.
• Create a new sequence or edit an existing one. You can also duplicate an existing sequence to create a variation.
• Add messages:
  • WhatsApp: write the message text, optionally attach files (images, documents, videos). These are sent via the Extension.
    • Send text as caption: When a WhatsApp message has both text and one or more attachments, a "Send text as caption" checkbox appears. Check it to send the text as the media file's caption in a single combined WhatsApp message, instead of sending text and media as two separate messages. If the message has multiple files, the caption appears on the first file only; the remaining files are sent without a caption. When unchecked (the default), text and media are sent separately as before.
  • WhatsApp Template: select an approved template from your WhatsApp Business Account. These are sent via WhatsApp API and can reopen conversations outside the 24-hour window. Template messages progress to the next step only after delivery confirmation via webhook.
  • Email: add subject and content; ensure the lead has an email. Supports placeholders like {lead_name}, {lead_first_name}, {user_name}, {org_name}, {email}, and any custom lead attribute ({attribute_name}). {lead_first_name} resolves to just the first word of the lead's name and is useful for friendly openers ("Hi Priya," instead of "Hi Priya Sharma,"). Placeholders with no value on the lead resolve to an empty string at send time.
  • Reminder: define the reminder text that will appear in your call reminders.
• Set schedule for each message:
  • Immediately: sends as soon as the sequence is assigned or the previous message completes, subject to business hours and any pause/delay settings. Example: assign at 10:00 AM, the first message is sent immediately (if within business hours).
  • After X minutes/hours/days: sends after the chosen delay from the previous send time (or assignment time for the first message). Example: "After 2 hours" from a 9:00 AM send → next message due at 11:00 AM.
  • At a specific time in your organization’s timezone:
    • Pick the time (hour and minute). Optionally open the weekday control below it and choose Every day so the step behaves as before: Kraya sends at the next occurrence of that time on any day (for example, if you assign at 3:00 PM and the time is 9:30 AM, the first send is the next morning at 9:30 AM).
    • Or choose a weekday (Sunday–Saturday) so the step runs on that weekday at the chosen time. Example: Sunday at 2:00 PM—if today is Sunday before 2:00 PM, the first send is today; if it is Sunday after 2:00 PM, or any other day, Kraya schedules the upcoming Sunday at 2:00 PM. Weekday and clock time are interpreted in your organization timezone.
    • The collapsed message row shows the day in the summary when a weekday is set (for example, “Message sent at 02:00 PM on Sundays”). With Every day, the summary shows only the time, as before.
    • Helper text under the controls explains whether the step is “next time on the clock” or “on the selected day at the selected time.”
    • When you add a new message after an existing one, schedule defaults (including an optional weekday) can follow the previous message’s At a specific time settings where applicable.
  • Recurring (only for Email, WhatsApp, or WhatsApp Template, and only on the last message in the sequence):
    • In the schedule picker, choose Recurring. If the option is disabled, hover the disabled control to see the reason (for example: not the last message, or a reminder step).
    • Choose Interval to repeat every N minutes, hours, or days (minimum delay rules apply as configured in the editor).
    • Or choose Weekly to pick one or more weekdays and a time for each; times use your organization timezone.
    • Only one message in the entire sequence can be Recurring. If you need a different message to be recurring, remove the recurring schedule from the other message first.
    • You cannot drag messages to or from a position after a recurring message; the recurring message must stay last. If you reorder messages and a snackbar or tooltip appears, follow its message (for example: move the recurring message to the end, or remove messages that come after it).
• Preview messages: Use the Preview button on each message to see exactly what will be sent with placeholders filled in.
• Optimize with AI (WhatsApp and Email message types only — not Reminder, not WhatsApp Template):
  • Each message card has an Optimize with AI action alongside Save / Test / Preview.
  • Clicking it opens an Instructions modal where you can leave optional guidance for the rewrite — for example: "Make it more casual", "Emphasize urgency", "Shorter and more direct", "Mention our free trial". You can leave this empty if you just want a general improvement pass.
  • Click Generate to run the optimization. Kraya uses your organization's company context (name, about, qualification goals), the sequence name and description, and the message's position in the sequence to produce an improved version focused on deliverability (length, spam-trigger avoidance) and quality (clear CTA, tone, personalization).
  • The optimized version is shown inline below the editor as a preview with:
    • The rewritten message text (and rewritten subject, if it's an Email step)
    • A Changes Made bulleted summary explaining what was adjusted
    • Apply and Dismiss buttons
  • Apply replaces the current message (and subject, if applicable) with the optimized version; Dismiss clears the preview and leaves your draft untouched.
  • Every optimization run costs 1 AI credit and is logged to your credit history.
  • Variable placeholders ({lead_name}, {lead_first_name}, {org_name}, custom attributes) are preserved through optimization — they will not be removed or renamed.
  • The button is hidden for Reminder steps and for WhatsApp Template steps (templates are pre-approved by Meta, so use the equivalent option on the Templates page instead — see WhatsApp API Integration).

2. Turn on or off AI rephrasing for similar follow-ups (organization)

• Dashboard (main settings / Auto Follow-up area): Open your Auto Follow-up settings. In the same section as the Auto Follow‑up master switch, use AI rephrasing for similar follow-ups and save if prompted.
• Team settings (when managing a team member): The same org-wide control may appear in the user’s settings modal. Changing it updates the organization setting, not a single person’s private preference.
• Extension Global Settings: You can also turn the same option on or off from the extension’s Global Settings modal, next to the Auto Follow‑up toggle, when available.

3. Assign or clear a sequence for one lead (WhatsApp Extension)

• Open a lead chat in WhatsApp Web with the Kraya Extension enabled.
• In the right sidebar, open the Auto Followups tab.
• Use the Select the Sequence dropdown to choose a sequence.
• To remove it, click Clear Sequence.
• Make sure the Auto Followups switch is on at the lead level and on the global settings for Auto Followups to be sent

4. Bulk‑assign a sequence (Dashboard)

• In Dashboard, select an entire stage or individual leads.
• Click “Update” to open the bulk update modal, then set “Auto Followup Sequence” and pick the desired sequence.
• Confirm to assign in bulk.

5. Pause or resume Auto Followups (WhatsApp Extension → Global Settings)

• Open the top‑bar Global Settings modal.
• In Auto Follow‑up Settings:
  • Toggle Auto Follow‑up ON/OFF (global switch).
  • Optional: AI rephrasing for similar follow-ups (only if your plan shows this and your role can change it). This controls organization-wide whether similar extension follow-ups can be reworded before send, as described under How it works. It appears in the same card as the Auto Follow‑up switch, with a short explanation under the label.
  • Set Business Hours Start and End.
  • Optional: set Delay sequences for active conversations (value + unit, e.g., 2 hours).
    • What it does: When you or the lead sends a message, the next due Auto Follow‑up message is delayed by this amount to avoid interrupting an active conversation.
    • Example (lead replies): Delay = 4 hours. If your lead replies at 10:15 AM, the next Auto Follow‑up will not send before 2:15 PM, even if it was otherwise due earlier.
    • Example (you reply): Delay = 4 hours. If you reply at 11:00 AM, the next Auto Follow‑up will not send before 3:00 PM, even if it was otherwise due earlier.

6. Configure Auto Follow-up for a Hosted WhatsApp Session

• Open Dashboard → Hosted WhatsApp Accounts.
• Find the hosted session you want to configure and click Session Settings (gear icon).
• In the Auto Follow-up Settings section:
  • Toggle Auto Follow-up ON/OFF for this hosted session.
  • Set Business Hours Start and End (the session sends only within this window).
  • Optional: set Delay sequences for active conversations (value + unit, e.g., 2 hours) — same behavior as the extension delay.
• Save the settings. They apply only to followups sent from this hosted number.

7. Clear or change an assigned sequence

• From the Extension lead sidebar, click “Clear Sequence” to remove it.
• To change, pick a different sequence; the next message's schedule will be recalculated.

Role‑based notes

• Admin‑only UI: Creating and editing sequences lives in the Dashboard → Auto Followups page.
• Standard users: Can assign/clear sequences for their leads from the WhatsApp Extension sidebar and bulk‑assign from Dashboard if they have access to the leads.

Limits & behavior (where applicable)

• WhatsApp messages (Extension) send only when:
  • Global Auto Follow‑up is ON in the Extension's Global Settings
  • Auto Follow-up settings are ON at the lead level
  • You are signed into WhatsApp Web and the tab is active/online
  • It is within your configured Business Hours
  • The scheduled send time (upcoming_send_at) has passed
  • You are on the primary WhatsApp session (automations run only from the primary session)
• WhatsApp template messages (API) send when:
  • The scheduled send time has passed
  • The template is approved and belongs to your organization
  • Your WhatsApp Business Account is connected and active
  • The message can be sent (not blocked by delays or other restrictions)
  • Template messages wait for delivery webhook confirmation before progressing to the next message
• WhatsApp messages (Hosted Session) send only when:
  • Your organization has been enabled for hosted-session auto-followups (contact your Kraya POC)
  • The hosted session status is Running (not Syncing chats, Stopped, Error, or Disconnected)
  • The Auto Follow-up toggle is ON in that session's Session Settings
  • The lead's pipeline phone number matches the hosted session's phone number
  • It is within the Business Hours configured on that session
  • The scheduled send time has passed
  • The lead is not in the session's ignored chats list and is not already queued for a message
  • The next message in the sequence is a WhatsApp message (template and email steps follow their own delivery paths)
• Email messages require:
  • The lead to have a valid email address
  • Your organization to have available email credits
  • The scheduled send time to have passed
  • Business hours to be active (for the pipeline owner)
• Reminders are created against the lead at the scheduled time. If a reminder already exists for that lead, it will be replaced by the one from the sequence.
• The Extension checks for due WhatsApp messages periodically (every few minutes); keep your tab open and active.
• AI rephrasing (optional): When the feature is on, the system may use up to the last five recent extension follow-ups to decide if the next follow-up is too close in wording. One organization credit is used only when a new reworded version is actually produced. If the feature is off, credits are at zero, or the text is not similar enough, the follow-up is sent with normal placeholder substitution and no rephrasing charge for this feature.
• Sequence completion: When all one-time messages in a sequence are sent and there is no recurring last step—or when the sequence has no recurring step—the sequence status changes to inactive (completed). This triggers Smart Triggers if you have rules configured for sequence completion events. A recurring last step is intended to repeat on schedule instead of closing the sequence in that same way.
• If the last step is WhatsApp template (API) and recurring, sends still follow WhatsApp API rules (approved template, connected account, delivery handling) on each occurrence.

Common edge cases and how to handle them

• Lead has no phone number: WhatsApp steps (both Extension and Template) are skipped; use Email or Reminder steps.
• Lead has no email: Email steps are skipped; use WhatsApp or Reminder steps.
• WhatsApp tab is closed or offline: WhatsApp Extension steps will queue until your browser is online and within business hours. Template messages via API are not affected by browser status.
• Assigning a new sequence to a lead already in a sequence: The next message recalculates from the new sequence. Example: if Sequence A has 5 messages and you've already sent 2, switching to Sequence B will schedule B's first unsent message. If you later switch back to Sequence A, it resumes from where it left off (message 3).
• Attachments in WhatsApp Extension steps: The Extension will send files right after the text is sent. Keep the tab open.
• "Send text as caption" with multiple files: The caption is applied to the first file only. Additional files are sent as standalone media without a caption.
• "Send text as caption" with no text: If you check "Send text as caption" but the message has no text content, the file is sent without any caption.
• Template messages not progressing: Template messages wait for delivery webhook confirmation. If a template message fails to deliver or the webhook is delayed, progression may be delayed. Failed template messages may retry based on the template's retry limit configuration.
• Timezone differences: Specific‑time steps use your organization's timezone; make sure your business hours and timezone are correct in settings.
• At a specific time with a weekday looks “late” if the timezone is wrong: the weekday and clock time are always evaluated in the organization timezone. Update organization timezone in your Kraya settings if sends land on the wrong local day for your team.
• Switched away from “At a specific time”: If you change the schedule type (for example to After X units) and later switch back to At a specific time, re-check the weekday dropdown; the weekday selection is reset when you leave that schedule type.
• Every day vs one weekday: Every day means “next occurrence of this clock time” on any calendar day. Choosing Monday (for example) means “next Monday at this clock time,” not every Monday forever in one step—that repeating pattern is what the separate Recurring schedule is for.
• Not the pipeline owner or phone mismatch: WhatsApp Extension steps won't send. Ensure you own the pipeline and your WhatsApp number matches the pipeline phone number. Template messages via API use the connected WhatsApp Business Account.
• Business Hours invalid: End time must be later than Start time.
• Email credits exhausted: Email steps won't send if your organization has no email credits remaining. Add credits to resume email sending.
• Sequence completed: Once all messages are sent, the sequence is marked as completed and no further messages will send. You can assign a new sequence if needed.
• Delay on active conversation: If you or the lead sends a message, the next due Auto Follow-up is delayed by your configured delay period (e.g., 4 hours) to avoid interrupting active conversations.
• Multiple WhatsApp sessions: Automations (including Auto Followups) run only from the primary session. If you see a "Multiple sessions" banner, log out from other devices to make your current session primary.
• Recurring schedule unavailable or blocked: You see a tooltip or error such as “Recurring can only be selected for the last message in the sequence,” “Only one message in a sequence can be set to recurring,” “Recurring schedule is not supported for reminder messages…,” or a drag-and-drop error about moving messages after a recurring message. Fix by: making the recurring step the last step, removing extra messages below it, ensuring only one recurring step exists, and using Email / WhatsApp / WhatsApp Template (not Reminder) for that step.
• Same WhatsApp text every time: For a recurring WhatsApp step, Kraya may send the same wording on each run by design. That is expected for recurring content.
• AI rephrasing turned on but the message is unchanged: The next follow-up was not very close to a recent one, or there was little or nothing to compare to yet, so Kraya left your text as written.
• AI rephrasing did not run: The organization setting may be off, the control may be unavailable for your plan or role, you may not have had sufficient credits, or the send type may not be an extension WhatsApp follow-up (for example, template, email, or API-only sends are out of scope for this option).
• Hosted session not Running: Hosted-session followups are paused while status is Syncing chats, Stopped, Error, Disconnected, QR Ready, or Starting. Sends resume automatically once status becomes Running.
• Recent reply on a hosted session: If you or the lead replied recently, the next hosted-session followup is delayed by the Delay sequences for active conversations value set on that session, the same way the extension delay works.

Troubleshooting

Decision tree: WhatsApp message did not send (Extension)

• Are both Auto Followups switches ON? (Global switch in Extension settings and the lead-level toggle in the sidebar)
  • No → Turn them ON and keep the tab open.
  • Yes → Are you logged into WhatsApp Web and online?
    • No → Log in and ensure connectivity.
    • Yes → Is it within your Business Hours?
      • No → The message will send during Business Hours. Configure your hours if needed.
      • Yes → Are you on the primary session?
        • No → Log out from other WhatsApp sessions to make this the primary session, or wait for the primary session to send.
        • Yes → Has the scheduled time passed?
          • No → Wait until the scheduled time (upcoming_send_at).
          • Yes → Do prerequisites hold?
            • You are logged into WhatsApp Web with the same phone number that is mapped to the pipeline
            • The next step due is a WhatsApp step (not template) and the lead has a valid phone number
            • The sequence is not completed (all messages sent)
            • If any is false → Correct it and retry.
            • If all are true → Refresh WhatsApp Web; keep the tab active; wait a few minutes (the Extension checks periodically). Then open the Message Priority popup to check how many messages are in the queue and whether other stages are prioritized first. If needed, reorder stage priorities so your stage is processed sooner.

Decision tree: WhatsApp template message did not send (API)

• Is the template approved?
  • No → Wait for template approval or use a different template.
  • Yes → Is your WhatsApp Business Account connected and active?
    • No → Connect your WhatsApp Business Account in Dashboard → Connect WhatsApp.
    • Yes → Has the scheduled time passed?
      • No → Wait until the scheduled time.
      • Yes → Check if the message was delayed due to an active conversation or other delay reason. Template messages may be delayed if there was recent activity.
      • Check the lead's delay_reason field if available to understand why the message was delayed.

Decision tree: Email did not send

• Does the lead have a valid email?
  • No → Add an email to the lead.
  • Yes → Does your organization have email credits?
    • No → Add email credits to your organization account.
    • Yes → Is there an Email step due in the sequence?
      • No → Check the sequence schedule and verify the next message type.
      • Yes → Has the scheduled time passed?
        • No → Wait until the scheduled send time.
        • Yes → Check spam folder; if still missing, verify email delivery status in the lead's auto followup history. Try reassigning the sequence or adjusting the schedule if needed.

Decision tree: Reminder not created

• Is there a Reminder step in the sequence?
  • No → Add a Reminder step.
  • Yes → Verify the scheduled time and timezone; check the reminder/followup history in the Extension sidebar.

Sequence not visible in the selector

• Ensure at least one sequence exists in Dashboard → Auto Followups (admins create sequences).

Clear Sequence link not visible

• It appears only when a sequence is currently assigned to that lead.

Business Hours won’t save

• Ensure End time is later than Start time.

FAQs

• Will Auto Followups stop if I reply manually?

  • Manual replies do not automatically clear the sequence. If your "Delay sequences for active conversations" setting is configured, the next message is delayed instead of sent immediately. Two cases:
    • Lead replies and you haven't replied yet: the next message is delayed by your configured delay (e.g., 4 hours) from the time the lead replied.
    • You reply to the lead: Kraya maintains at least the configured gap before sending the next message (e.g., next message no earlier than 4 hours after your reply).
  • You can change the delay value and units in the Extension Global Settings.

• Can I preview all messages before assigning?

  • Yes. Open Dashboard → Auto Followups, open the sequence, and use the Preview button on each message to see exactly what will be sent with placeholders filled in.

• Can I change the order or timing of steps later?

  • Yes. Edit the sequence; updates apply to new assignments and may recalculate the next step for existing leads. Changes to message order or timing will affect leads that haven't reached those messages yet.

• Do I need to keep my browser open?

  • For WhatsApp Extension steps, keep WhatsApp Web open with the Extension active. WhatsApp template messages (API), emails, and reminders do not require the browser to be open.

• Can I assign multiple sequences to the same lead?

  • No. Only one active sequence can be assigned to a lead at a time. Assigning a new sequence replaces the current one and recalculates the next message.

• What happens when a sequence completes?

  • For sequences without a recurring last step, when every message has been sent, the sequence is marked as completed (status becomes inactive). This can trigger Smart Triggers if you have rules configured for sequence completion events. You can assign a new sequence to the lead if needed. If the last step is recurring, that step is designed to repeat on its schedule rather than “completing” the sequence in the same way.

• What is a recurring message, and when should I use it?

  • A recurring message is the last step in a sequence that repeats on an interval (every N minutes, hours, or days) or on a weekly timetable (one or more weekdays with times). You can use it for Email, WhatsApp, or WhatsApp Template steps—not Reminders. Use it when you want ongoing check-ins or reminders without adding new steps manually.

• Does a recurring last step mean the sequence “never ends”?

  • That step keeps running on its schedule until you clear or change the sequence. It does not behave like a single “final” one-time message for completion-style automations.

• Can I add more messages after a recurring message?

  • No. The editor prevents adding or reordering messages after a recurring step.

• What is the difference between “At a specific time” with a weekday and “Recurring”?

  • At a specific time (with or without a weekday) is a single step in the sequence: it runs once when the sequence reaches it, at the next valid day+time (or next clock time if Every day). After it sends, the sequence moves on to the next step if there is one.
  • Recurring is for a step that repeats on an interval or on a weekly pattern until you change the sequence, and it can only be used on the last message in the sequence (see the Recurring section above). Use Recurring when the same message should go out again and again; use At a specific time with a weekday when you need one send anchored to a particular weekday and time before the sequence continues.

• Can I use template messages in sequences?

  • Yes. You can add WhatsApp template messages to sequences. These are sent via WhatsApp API and can reopen conversations outside the 24-hour window. Template messages require an approved template and progress based on delivery webhook confirmation.

• What if my email credits run out?

  • Email steps in sequences will not send if your organization has no email credits remaining. Add credits to resume email sending. Other message types (WhatsApp, Reminders) are not affected.

• How do I know if a sequence is completed?

  • In the Extension sidebar, a completed sequence will show as Ended status. In the Dashboard, you can check the lead's auto followup history to see all sent messages. For sequences that do not end with a recurring step, completion means there is no next send scheduled. If the last step is recurring, the sequence can stay active while that step repeats.

• Is AI rephrasing on by default?

  • No. Your organization or admin can turn it on in Auto Follow-up settings (Dashboard, team settings where shown, or extension Global Settings). Same setting applies to the whole team for that organization.

• How many past follow-ups are used to decide if text is “too similar”?

  • At most the last five recent follow-ups sent from the extension that are in the rolling list. The next follow-up is compared to those; the closest match is what matters, not a fixed “second follow-up” in the product.

• Does AI rephrasing work on WhatsApp template or email steps?

  • No. It applies to regular WhatsApp follow-up text sent through the Chrome extension, as described in How it works.

• When am I charged a credit for rephrasing?

  • When the feature is on and a new rewording is actually produced. If the message is not changed, you are not charged for rephrasing.

• Can hosted WhatsApp sessions send Auto Followups too?

  • Yes, the hosted session can send WhatsApp followup messages automatically during its configured business hours — without needing the Chrome Extension or a browser tab open. To enable this for your organization, contact your Kraya POC.

• Do hosted session and extension auto-followups run at the same time for the same number?

  • No. When a hosted session is running for a phone number, the extension auto-followups for that number stays paused so the two do not duplicate messages.

Related features

• Chrome extension — assign sequences from WhatsApp Web; queue and scheduling follow the same rules as the Dashboard for At a specific time (including optional weekday) and Recurring steps
• Dashboard — bulk sequence assignment and lead views
• WhatsApp API integration — WhatsApp template messages in sequences
• AI Voice Calls — an automatic AI voice call can follow each WhatsApp follow-up step in a sequence
• Smart Triggers — rules that may run when sequences complete or other conditions are met
• Scheduled Messages — one-time messages to a lead at a future date and time; runs independently of sequences and shares the same business-hours and auto-responder switches
• Hosted WhatsApp Sessions — hosted sessions can also deliver WhatsApp auto-followups when enabled for your organization; configure per-session settings under Session Settings

Screenshots/GIFs

Indexing metadata (suggested)

{
  "feature": "auto-followups",
  "apps": ["NextJS", "WhatsApp Extension", "Backend"],
  "audience": "end_users",
  "doc_type": "user_guide",
  "tags": ["automation", "sequences", "whatsapp", "email", "reminders", "templates", "whatsapp-api", "recurring", "specific-time", "weekday", "ai", "personalization", "ai-voice-calls"],
  "visibility": "public"
}

Behavior and gotchas

Common questions about how sequences actually behave day-to-day. Each of the following is specific, known behavior — worth reading before a large rollout.

Links and media

• AI Replies allow links but not media (images, PDFs, videos) — media in AI replies is not yet supported.
• Sequence steps fully support both links and media attachments.
• Safest link host: upload to Google Drive, set sharing to Anyone with the link → Viewer, paste the link into your step. Prefer branded or Drive links over URL shorteners, and use at most one primary link per message.

Same sequence, different pipelines

• Leads, chats, and activities inside a pipeline are visible only to users of that pipeline. Admins see everything.
• Sequences are workspace-wide: any pipeline can see and run a sequence created by another pipeline. Private or hidden sequences per pipeline are not supported.
• To stay organised, prefix sequence names with a short owner tag (e.g. [RO], [PR]) and version iterations (v1, v2). Duplicate before editing someone else's work.

Email sequences

• Emails send from Kraya's servers — you do not need WhatsApp Web or the extension open.
• By default emails go out using a Kraya sender on your behalf. To send from you@yourcompany.com, complete DNS verification in Global Settings → Email Sequence Settings.
• Delivery and open status are visible in the lead's AutoFollow → History.

No accidental duplicate sends

Each sequence run gets a unique ID; each contact gets a one-time delivery record tied to that ID. If a contact already has a delivery record for that run, Kraya skips them.

To resend the same message to the same audience, use Clone to create a new sequence; editing the old one won't trigger a resend.

Business Hours control sends

Your saved Business Hours (Global Settings) decide when WhatsApp automations are allowed to run. If a sequence message is pending outside the configured window, it will not send — even if WhatsApp Web is open.

If you see a "Business Hours Mismatch" banner, update the window in Global Settings → Business Hours to cover your actual active time. Sequences resume automatically once the window is active. See Business Hours Mismatch.

Why sends are spaced out (Non-API)

On Non-API, sends are deliberately throttled to protect your number from Meta's spam detection:

For high-volume or near-instant messaging, switch to the official WhatsApp API — those throttles don't apply.

Daily message limit (Non-API, extension)

The Chrome Extension applies a gradual daily send cap to keep new numbers safe. New users start at 50 messages/day and ramp up automatically (50 → 75 → 100 → +25 each time) to a maximum of 250 messages/day.

• When you hit the cap, sending pauses for a ~12-hour cooldown, then your limit is upgraded and sending resumes.
• Cloud API messages are not affected by this limit.
• You can see your current usage and toggle "Gradual limit increases" in the extension settings.

AI Replies vs Sequences

Both are automatic, but they serve different purposes:

Most teams use both: AI Replies qualify new leads as they come in, then Sequences nurture or re-engage them afterwards.