Auto Follow-Up helps Conversation AI re-engage contacts who stop responding, indicate they are busy, or ask to be contacted later. The bot can automatically schedule follow-up messages, respect configured working hours, switch communication channels when needed, and preserve conversation context without requiring separate follow-up workflows. This guide explains how to configure Auto Follow-Up, manage follow-up scenarios, and understand how scheduled messages are handled.

TABLE OF CONTENTS

What Is Auto Follow-Up?

Auto Follow-Up detects when a contact stops responding, becomes inactive, or requests a future follow-up. Conversation AI can then schedule and send follow-up messages automatically based on the configured scenario and timing.

Key Capabilities

  • Automatically re-engages contacts who stop responding or request a follow-up.
  • Supports AI-generated or custom follow-up messages.
  • Supports up to 5 follow-up sequences per scenario.
  • Can trigger an existing workflow as part of a follow-up sequence.
  • Respects configured follow-up working hours and timezone settings.
  • Can switch to another available messaging channel when Dynamic Channel Switching is enabled.
  • Displays scheduled follow-ups in the Response Info panel.
  • Preserves conversation context when used inside supported Flow-Based Builder actions.
  • Sends scheduled follow-ups in the contact's preferred language when one is available.

How to Set Up Auto Follow-Up

Configure Auto Follow-Up from the Conversation AI bot settings to control when follow-ups are sent and how each scenario behaves.

Note: Do not use a workflow to send an additional follow-up message. The source configuration warns that doing so can break the Auto Follow-Up logic.

Step 1: Open the Conversation AI Bot

  1. From the Sub-Account view, go to AI Agents.

  2. Select Conversation AI.



Then either:

  • Create a new bot, or
  • From the Agent List, open the three-dot menu beside an existing bot and select Edit.

Step 2: Open Bot Goals

  1. Open Bot Goals.
  2. Scroll to Set Up Your Actions.
  3. Select Auto Followup.

Step 3: Configure Follow-Up Scenarios

Auto Follow-Up supports three main scenarios.

Contact Stopped Responding

  1. Enable the scenario.
  2. Add up to 5 follow-up sequences.
  3. Set the delay for each sequence in minutes, hours, or days.
  4. Choose Let AI Send the Message or enter a custom message.
  5. Optionally enable Trigger a Workflow and select an existing workflow.
  6. Click + Add Followup to create another sequence.

Contact Marked as Busy

Enable the scenario and configure up to 5 follow-up sequences. For each sequence:

  • Set the delay time.
  • Choose an AI-generated or custom message.
  • Optionally select a workflow to trigger.

Contact Requested a Follow-Up

Enable the scenario and configure up to 5 follow-up sequences. The first delay is automatically based on the follow-up time requested by the contact.

  • Review or configure the delay time.
  • Choose an AI-generated or custom message.
  • Optionally select a workflow to trigger.

Step 4: Configure Follow-Up Settings

Set Follow-Up Working Hours

Note: Follow-Up Active Hours apply only to follow-up messages. They do not control the bot's main conversations.
  1. Open Follow-Up Settings.
  2. Enable Set Active Hours for Followup.


  1. Choose Contact Timezone or Business Timezone.
  2. Set the active hours during which follow-up messages can be sent.
  3. Click Save.

If the contact's timezone is unavailable, the Business Timezone is used. If Active Hours are disabled, follow-up messages can be sent regardless of time.

Enable Dynamic Channel Switching

  1. Open Follow-Up Settings.
  2. Enable Dynamic Channel Switching.
  3. The bot can use another available channel if the original channel becomes inactive.
  4. Click Save.

Step 5: Save the Bot

Click the main Save button to activate the configured Auto Follow-Up settings for the bot.

Flow-Based Builder Support

Auto Follow-Up can also be used inside the Flow-Based Builder. If a contact stops replying, indicates they are busy, or requests a later follow-up, Conversation AI can schedule follow-ups from the same flow and continue from the existing conversation context when the contact responds.

Supported actions for Contact Stopped Replying Inside Workflow include:

  • AI Capture Information
  • AI Message
  • Custom Message
  • Book Appointment
  • Continue Conversation

Supported actions for Contact Busy or Requested Follow-Up Time include:

  • AI Capture Information
  • AI Message
  • Book Appointment
  • Continue Conversation

Smart Detection of Drop-Off Scenarios

Before sending a scheduled follow-up, Auto Follow-Up evaluates the conversation context. If follow-up is no longer appropriate, the scheduled message can be skipped or canceled automatically.

Follow-ups can be suppressed when the contact:

  • Is disqualified.
  • Shows disinterest or opts out.
  • Responds with anger or frustration.
  • Ends the conversation in a way that indicates it is complete.

Dynamic Channel Switching

When enabled, Auto Follow-Up can move to another available communication channel if the contact is not responding on the original channel.

  • Live Chat can switch to SMS when the chat becomes inactive and a phone number is available.
  • Facebook, Instagram, or WhatsApp conversations can switch to SMS after 24 hours without a response.
  • Dynamic Channel Switching is optional and can be disabled.

Follow-Up Visibility in Response Info

Scheduled follow-ups are displayed in the Response Info panel so you can review pending automated follow-up activity.

  • Review which follow-ups are currently scheduled.
  • See why follow-up activity is pending.


Frequently Asked Questions

Q: Why didn't a scheduled Auto Follow-Up message send?

The scheduled message may be skipped or canceled if the conversation indicates that follow-up is no longer appropriate, such as when the contact opts out, shows disinterest, is disqualified, or ends the conversation.

Q: What happens if the contact replies before the scheduled follow-up?

The follow-up schedule resets and additional scheduled follow-up messages are not sent for that conversation.

Q: What happens if the contact's timezone is unavailable?

The Business Timezone is used and the configured business working hours are honored.

Q: Can follow-up messages be customized?

Yes. Follow-up sequences can use AI-generated messages or custom messages.

Q: Which channels can Auto Follow-Up use?

Auto Follow-Up supports Live Chat, SMS, Facebook, Instagram, and WhatsApp. Dynamic Channel Switching can use another available channel when needed.

Q: What happens if the bot is inactive?

Follow-up messages are not sent while the bot is inactive.

Q: Do follow-up messages use the contact's preferred language?

Yes. If a preferred language is available for the contact, scheduled follow-ups use that language automatically.

Need Help?

If Auto Follow-Up is not sending or behaving as expected, review the bot configuration and scheduled follow-up conditions before contacting support.

Verify that:

  • The bot is active.
  • The correct Auto Follow-Up scenario is enabled.
  • The follow-up delay and message are configured correctly.
  • Active Hours are not preventing the message from being sent.
  • The correct Contact or Business Timezone is selected.
  • The contact has not already replied.
  • The contact has not opted out, been disqualified, or ended the conversation.
  • An additional follow-up is not being sent through a workflow.
  • The required communication channel is available if Dynamic Channel Switching is being used.
  • The scheduled follow-up appears in the Response Info panel.

If the issue continues, collect the bot name, affected contact, follow-up scenario, scheduled time, expected behavior, Response Info details, and relevant screenshots before contacting support.