How to Create an Automation that Sends a Message After a Specific Time?

To create an automation that sends a message after a specific time, you should use the "Wait" (Delay) step within a Flow on the Papo platform (https://papo.global/). This feature allows you to define a strategic pause of minutes, hours, or days before the automation proceeds to the next action, such as sending a follow-up message, a reminder, or a satisfaction survey.

The ability to pause an automation is crucial for creating communication journeys that feel natural and are delivered at the most opportune moment for the customer, without overwhelming them with instant messages.

What is the "Wait" step and what is it for?

The "Wait" step is one of the action "nodes" available in Papo's visual Flow builder. Its sole function is to introduce a temporal delay in the automation sequence. Instead of one action happening immediately after another, the Flow remains in a waiting state for the period you configure.

This feature is essential for building effective communication cadences, such as:

• Sales follow-up: Maintaining contact with a lead who has shown interest but hasn't yet made a decision.
• Lead nurturing: Sending a series of educational content or tips about your product/service over several days.
• Reminders: Notifying customers about appointments, invoice due dates, or important events in advance.
• Post-interaction surveys: Collecting feedback some time after a service interaction is completed or a product is delivered, allowing the customer time to have a complete experience.

By combining the "Wait" step with other action and condition nodes, you transform a simple chatbot into a powerful relationship and sales tool.

How to configure the "Wait" step in a Flow

Creating a pause in your automation is a simple and visual process. Follow the steps below to add a waiting time to your Flow.

1. Access the Flows Module: In the main menu of the Papo platform, navigate to Flows / Chatbot.
2. Create or Edit a Flow: You can start a new Flow from scratch or add the waiting step to an existing automation.
3. Add a New Node: At the point in the journey where you want to insert the pause (for example, after sending an initial message), click the + icon to add a new step.
4. Select the "Wait" Action: In the list of available actions, find and select the "Wait" (or "Delay") option.
5. Define the Waiting Time: A configuration window will open. In it, you must define the duration of the pause:
   • Value: Enter the corresponding number for the time (e.g., 24).
   • Unit: Choose the unit of time from the dropdown menu (Minutes, Hours, or Days).
6. Connect the Next Action: After the "Wait" node, add the action that should be executed at the end of the waiting period. Generally, this will be a "Send Message" node.
7. Configure the Follow-up Message: In the "Send Message" node, write the text the contact will receive. Remember that if the pause exceeds WhatsApp's 24-hour customer service window, the message sent must be a Message Template (HSM) previously approved by Meta.
8. Save and Activate the Flow: After building and reviewing your logic, save the changes and ensure that the Flow is set to "Active" so that it can process contacts.

With these steps, any contact passing through this part of your Flow will be "paused" at the "Wait" node and will only proceed with the automation once the configured time has elapsed.

Frequently Asked Questions (FAQ)

What is the difference between using "Wait" in a Flow and a Sequence?

The "Wait" step within a Flow offers maximum flexibility, as it allows you to create branches and conditional logic after the wait. For example, you can wait 2 days and then check if the contact has a specific tag before deciding which message to send. A Sequence, on the other hand, is a simpler, more linear tool designed specifically to send a series of messages at fixed intervals, without the complexity of interactions or conditions.

What happens if the contact replies during the waiting period?

By default, the "Wait" step only pauses the execution of that specific Flow path. If a contact sends a message during this period, the conversation will be opened in the inbox for a human agent or may trigger other rule-based automations, but the original Flow will continue its countdown. The automation is not interrupted unless you configure a specific rule to remove the contact from the Flow in case of a reply.

Can I use the "Wait" step to send messages outside of WhatsApp's 24-hour window?

Yes, it is one of the main uses for this feature. However, it is crucial to understand that to initiate a conversation with a customer on WhatsApp after the 24-hour window has closed, you must use a Message Template (HSM) approved by Meta. You cannot send a free-form text message after the wait if the window is already closed.

Does the waiting time only consider business days?

No. The "Wait" step counts time continuously. For example, if you configure a "2-day" wait on a Friday, the next action will be executed on Sunday, at the same time. The system does not differentiate between business days, weekends, or holidays in the default configuration.

Is it possible to define a different waiting time for each contact?

In the default configuration of the "Wait" node, you define a fixed value (e.g., 24 hours) that applies to all contacts passing through that step. For more advanced scenarios requiring dynamic waits, it may be necessary to build more complex logic using rules and custom attributes.

What is the maximum time I can configure in the "Wait" step?

Details about specific time limits can be consulted directly in the Flow configuration interface on the Papo platform. Generally, the limits are quite broad to cover most lead nurturing and follow-up use cases.

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