TABLE OF CONTENTS




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Introduction

The Auto Follow-Up feature allows your Conversation AI bot to automatically send outbound messages to re-engage a contact who has dropped off, gone inactive, or asked to be followed up later. This removes the need for manual intervention or building complex workflows.

Whether a user says they’re busy, asks for a specific follow-up time, or just stops replying, the AI can recognize these situations and schedule a follow-up message accordingly. Once the contact responds, the follow-up logic resets automatically.

⚠️ Important: Make sure to maintain realistic delays between follow-ups to ensure a natural conversation. Over-messaging may lead to users marking your messages as spam.


This feature is currently available via labs



Why Use This?

Let’s say you’re running a service business—like a salon, a clinic, or a marketing agency. You often face situations where users:

  • Say they're busy (e.g., in a meeting, driving)

  • Ask you to follow up after a specific time

  • Stop responding mid-conversation

With Auto Follow-Up, your bot will:

  • Automatically detect these scenarios

  • Store this intent

  • Schedule and send follow-up messages at the right time

  • Respect user-defined follow-up times and working hours

  • Switch communication channels dynamically to stay connected

This leads to:

  • Improved response rates

  • Reduced manual work

  • Better user experience

  • Higher engagement and conversion

Based on the conversation history and last inbound message message the bot decides whether to follow-up or not.

Condition when Follow-up wont take place or will stop 

1. when the user says I am not interested in your product or stop messaging me 

2. when the appointment is booked , if the contact texts back again it will followup 

3. if the bot has sent booking link , it will followup but if the contact responds i have booked an appointment , it will stop following up 


Step-by-Step Guide to Configuring Auto Follow-Up

Step 1: Navigate to the Bot Goals Tab

Open your AI bot configuration and navigate to the Bot Goals section. From here, select the Auto Follow-Up option to begin setup.




Step 2: View and Enable Predefined Scenarios

The platform offers 3 common drop-off situations you can enable:

  • Contact Stopped Replying

  • Contact is Busy (e.g., says "I'm in a meeting" or "driving")

  • Contact Requests a Specific Follow-Up Time



For each scenario:

  1. Turn on the desired scenario.

  2. Set the follow-up cadence—the time delay after which follow-ups should be sent.

Example:

If you configure the following:

  • First follow-up: 5 minutes

  • Second follow-up: 15 minutes after the first

The AI will:

  • Send the first follow-up after 5 minutes of inactivity

  • Send the second follow-up 15 minutes after the first, if the contact still hasn’t replied

  • If the contact replies the followup cadence resets


Step 3: Customize the Follow-Up Message and Trigger Workflows

You can choose how the AI responds in follow-ups:

  • ✅ Use AI-generated messages by default , this will lead to Bot sending followup message as per context of conversation

  • Send a Custom Message: Enable the checkbox to enter your own follow-up text

  • Trigger a Workflow: You can trigger a custom workflow when a follow-up is sent. this will allow you to add tags or assign a conversation to user or notify a user

⚠️ Strict Warning: Do not trigger another bot via workflow, as it can cause inconsistent conversations and break the follow-up logic.


Step 4: Set Active Working Hours (Optional)

Ensure follow-ups only occur during your business hours by setting Active Working Hours.

Example:

  • If working hours are 8 AM – 5 PM, and a follow-up is scheduled at 9 PM, it will be deferred to the next day at 8 AM.



Dynamic Channel Switching

Auto Follow-Up intelligently switches channels if a contact becomes inactive on the current one:

  • If a contact stops responding on Live Chat, the bot will switch to SMS (if a phone number is available).

  • On platforms like Facebook, Instagram, or WhatsApp, if there’s no response within 24 hours, follow-ups are automatically switched to SMS to keep the conversation going.

  • It can be kept off if you dont want to switch channels


Step 5: Track Follow-Up Activity

All scheduled follow-ups will be visible in the Response Info panel for each contact. This gives you a transparent view of when follow-ups are planned and what triggered them.



Important Notes

  • ❌ Follow-ups will not be sent if the bot is inactive

  • ⚠️ Avoid triggering bots via workflow actions during follow-ups

  • ✅ Set realistic delay durations to avoid spammy behaviour

  • ? Response resets follow-up logic—once the contact replies, the followup logic resets