Reminders
What automatic reminders are, their Cold, Warm and Hot segments, when they go out, who gets them, what you can change and how they differ from CRM automations.
On this page
What they are
Reminders are messages your seller sends on its own to a customer who stopped replying, to pick the conversation back up. They go out in the same chat, labeled Reminder, and are set up in Automatic reminders, under Conversations, if Automatic reminders shows up in your account.
Segments
A conversation’s temperature depends on how many messages the customer wrote to you: Cold is 0 or 1, Warm is 2 or 3 and Hot is 4 or more. Customer messages of any type count, not those from your seller, your team, reminders or campaigns. An order does not make a conversation Hot.
Cold
0 or 1
customer messages
1st reminder · 2-3 h
2nd reminder · 22-23 h
Warm
2 or 3
customer messages
1st reminder · 2-3 h
2nd reminder · 22-23 h
Hot
4 or more
customer messages
1st reminder · 2-3 h
2nd reminder · 22-23 h
When they go out
Each segment has a First reminder, at 2-3 hours, and Hot also has a Second reminder, at 22-23 hours. Both go out within the 24 hours in which WhatsApp lets you write freely to the customer, as normal chat messages and not as Meta templates.
Each segment has a fixed number of reminders that cannot be changed: Cold and Warm get one, and Hot gets two.
Who gets them
A reminder reaches the customers in the segment who stopped replying: the last message in the conversation has to be from your seller and the conversation cannot be paused. By default, conversations that already have a sale do not get reminders.
- The customer is in the segment
- The last message in the chat is from your seller
- The conversation is not paused
- The conversation has no sale (the default)
What you can change
In each reminder you edit the text, up to 500 characters, and turn it on or off with Enable reminder. Templates suggests texts by tone (Friendly, Professional, Urgent or Neutral): they are text suggestions, not WhatsApp templates. You do not create new reminders: they come set up when follow-up is turned on.
From the Pro plan up, each reminder can carry 1 file: a JPEG or PNG image up to 5 MB, an MP4 or 3GPP video up to 16 MB, or a PDF up to 100 MB. On lower plans, the option shows as locked.
On the Starter plan, reminders carry a footer at the end. From Pro on, they go out without it.
The Conversations filter and reminders
A customer can show as Hot in the Conversations filter and as Cold in Reminders: the filter counts all their messages since the chat began, and Reminders only those in the current conversation, which resets after 24 hours without activity.
Reminders and automations
Reminders follow up, within 24 hours, with a customer who stopped replying. To write after that window or on an event, such as a completed order, the estimated repurchase date or a cart abandoned in your online store, there are the CRM automations, which use Meta-approved templates outside the 24 hours.
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