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Send Window & Delivery Settings

What these settings do​

When you build a sequence (in Step 1 — Details & audience), you control three things about how and when messages go out:

  • When messages are sent — the days and times your messages are allowed to go out
  • Wait for delivery — whether to confirm each message arrived before sending the next
  • Stop on reply — whether a customer's reply ends their journey

You can set these while building the sequence and change them later from the sequence detail page (pause the sequence first to edit it).

When messages are sent (send window)​

The send window — sometimes called quiet hours — is the daily window your follow-up messages are allowed to go out in. It has two parts:

  • Days — which days of the week messages can send (default: every day)
  • Time — either Any time (24 hours) or a specific time range, like 9:00 am to 9:00 pm (the default)

Times use your workspace timezone, which you can change in Settings → General.

caution

Your first message ignores the send window. Step 1 sends the moment a contact is enrolled, so they always get an immediate response. Only the follow-up steps respect the window — if a follow-up is due outside it, that message waits for the next allowed day and time.

This means a sequence can take a little longer than the sum of its delays. For example, if a follow-up is due at 11:00 pm but your window ends at 9:00 pm, it sends the next morning instead.

Wait for each message to be delivered​

This toggle — "Wait for each message to be delivered before sending the next" — is off by default.

  • When on: each message waits for WhatsApp to confirm it was delivered before the next one is sent. Customers receive your messages in order and don't miss one if their phone was briefly offline. Anyone whose phone can't receive a message within 48 hours is removed from the sequence. While a contact is waiting for confirmation, they show as Waiting in your analytics.
  • When off: messages send purely on schedule, whether or not the previous one was delivered. A sequence finishes in a predictable amount of time, but a customer who was offline might miss an earlier message and only see the later ones.
tip

Leave this off for time-sensitive sequences where finishing on schedule matters most. Turn it on when the messages build on each other and order really matters (like a step-by-step onboarding guide).

Stop the sequence if the customer replies​

This toggle — "Stop the sequence if the customer replies" — is on by default.

  • When on: as soon as a contact replies, they leave the sequence and the conversation is handed to your team in the inbox, so a real person can help. Recommended for support- and conversation-style sequences.
  • When off: the sequence keeps running even after the customer replies. Best for purely transactional messages where no follow-up conversation is expected.

Frequently asked questions​

Why did my first message go out at night, outside my window?​

That's expected. The first message always sends immediately on enrollment. Only follow-up messages wait for your send window.

Where do I set my workspace timezone?​

In Settings → General. The send window and your scheduled launch time both use it, so it's worth setting correctly before you launch.

What happens to someone who never gets a message delivered?​

With Wait for delivery on, a contact whose message stays undelivered for 48 hours is automatically removed from the sequence (shown as an "exit"). With it off, the sequence simply continues to the next scheduled message.

If I turn off "stop on reply," can the customer still chat with us?​

Yes. Their replies still appear in your inbox as normal — the sequence just keeps sending its scheduled messages alongside the conversation.