AI Agent

Auto Follow Up — Re-Engage Contacts Who Go Silent

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A conversation that goes quiet is not always a lost conversation. Customers get distracted, leave a tab open, or simply forget to reply. Auto Follow Up lets your AI Agent automatically send a message when a contact has not responded within a delay you define — giving you a second chance to close the sale, confirm the booking, or clarify a question without anyone on your team having to remember.

This page explains how the feature works, how to choose between the two follow-up types, and includes ready-to-use examples you can adapt for your business.

What Auto Follow Up Does

When Auto Follow Up is enabled, the AI Agent watches each active conversation. If the contact stops replying and the delay you configured passes, the Agent sends the follow-up automatically — using either a static message you wrote word-for-word, or a message the AI composes on the fly based on what was already discussed.

A few things to understand before you configure your first follow-up:

• The timer counts from the last message exchanged. Once the contact replies, the timer resets. A follow-up only fires if the contact has been silent for the full delay window.
• You can stack multiple follow-ups. Create one follow-up that fires after 30 minutes, another after 3 hours, another after 1 day. The order is preserved by creation order.
• Each follow-up can optionally hand off to a human. If the follow-up is the "last try," you can flip a switch to stop the AI and assign the conversation to your main team owner right after the message is sent.
• Active/inactive toggle is non-destructive. Disabling a follow-up keeps it in your list but prevents it from firing. Useful for pausing seasonal campaigns without losing the configuration.

Accessing Auto Follow Up

Open AI Agent → Setup for the Agent you want to configure, then click the Follow Up tab. If you have no follow-ups yet, you will see an empty-state card with an Add Follow-up button.

Each follow-up in the list shows its name, type (AI Prompt or Exact Message), delay, and whether handoff after sending is enabled. Use the toggle on the right of each row to enable or disable a follow-up without deleting it.

The Two Follow-Up Types

Auto Follow Up supports two modes. Pick the one that fits the message you want to send.

Exact Message

Sends a fixed, pre-written message exactly as you typed it — no interpretation, no variation. This is the right choice when:

• The wording matters (promotional copy, legal disclaimers, specific CTA)
• The follow-up should be identical for every contact, regardless of the conversation context

Good fits: promo reminders, product photo nudges, "your cart is still waiting" messages, payment reminders with QR codes.

AI Prompt

Instead of a fixed message, you write an instruction to the AI. The Agent then reads the conversation history and composes a contextual follow-up based on your instruction. This is the right choice when:

• The message should reference what the customer actually talked about
• Different customer states (bought vs. didn't buy, asked about X vs. Y) need different responses
• You want the tone to match the rest of the conversation

Good fits: lead nurturing, post-sales check-ins, re-engaging customers who asked open-ended questions.

Configuration Fields

When you click Add Follow-up, the form exposes these fields:

Field	Description
Name	Internal label for your own reference (e.g., "Cart Abandonment — 30 min"). Not shown to the customer.
Type	Exact Message or AI Prompt.
Delay	How long the contact must be silent before the follow-up fires. Value between 1–30, unit of minutes, hours, or days.
Content	The message text (Exact Message) or the instruction for the AI (AI Prompt). Up to 5,000 characters.
Attached Images	Up to 5 images (JPEG, PNG, GIF, WebP), 5 MB each. Works with both follow-up types — images are sent as separate bubble messages after the text (Exact Message) or after the AI-generated reply (AI Prompt). Visible after the follow-up is saved for the first time.
Handoff After Sending	When checked, the AI stops auto-replying and the conversation is assigned to your organization's main owner right after the follow-up goes out.
Active	Master on/off toggle for this follow-up.

Exact Message Examples

Use these as starting points for common scenarios. Each example includes the full copy you can paste into the Content field.

Example 1: Abandoned Cart — 30 Minute Nudge

Scenario: Customer asked about a product, showed interest, maybe even confirmed a size or color, then went silent. A short, warm nudge often brings them back.

• Name: Cart Abandonment — 30 min
• Type: Exact Message
• Delay: 30 minutes
• Attached images: 1–2 product photos

Content:

Code
Hi! Just checking back on your order — the item is still reserved in your cart
but stock moves fast, especially on weekends.

If you had any last questions about size, material, or shipping, I'm happy
to help right now. Otherwise, shall I go ahead and generate the payment link
so we can lock it in?

Example 2: Seasonal Promo Reminder with Countdown

Scenario: Customer was browsing during a time-limited campaign. Remind them of the deadline without feeling pushy.

• Name: Limited Edition Gift Hampers — 2hr reminder
• Type: Exact Message
• Delay: 2 hours
• Attached images: hamper photo + promo poster

Content:

Code
Quick heads-up before I let you go — our BUY 1 GET 1 FREE on the Limited
Edition Gift Hampers ends this Sunday at midnight. After that, the hampers
go back to regular pricing.

If you'd like me to reserve a set while you decide, just send me the variant
you want (Classic, Premium, or Family Size) and I'll hold it for 24 hours —
no commitment.

Happy to answer any questions about the hampers or delivery schedule 🎁

Example 3: Consultation Booking — Same Day Close

Scenario: A prospect asked for a consultation slot but did not confirm the time. If you do not follow up the same day, the lead goes cold.

• Name: Consultation — 3hr confirm
• Type: Exact Message
• Delay: 3 hours
• Handoff After Sending: enabled (so your consultant takes over immediately)

Content:

Code
Hi! Circling back so we can lock in your consultation slot.

We currently have these slots open this week:
• Thursday, 10:00 AM – 11:00 AM
• Thursday, 3:00 PM – 4:00 PM
• Friday, 9:00 AM – 10:00 AM

Reply with the slot that works for you and I'll send the confirmation along
with the Zoom link. If none of these fit, let me know your availability and
I'll work something out.

AI Prompt Examples

For AI Prompt follow-ups, you are not writing the message the customer receives — you are writing the instruction the AI will follow. Think of it as briefing a colleague on what you want them to say before they craft the actual reply.

Like Exact Message, AI Prompt follow-ups can also include attached images — up to 5. The AI generates the text, and the images are sent as separate bubbles right after. This is useful when the AI's text should be paired with a consistent visual (promo poster, product shot, catalog page) no matter how the text varies.

Example 1: Purchase Status Branching

Scenario: Customer went silent mid-conversation and it is unclear whether they completed the purchase. Let the AI check the conversation history and branch its tone accordingly.

• Name: Post-Interest Smart Follow-up
• Type: AI Prompt
• Delay: 1 hour
• Attached images: 1 product catalog snapshot (always sent — pick an image that makes sense across all three branches, not only the promo branch)

Content:

Code
Send a warm follow-up based on where the conversation left off:

• If the customer already confirmed the purchase or sent a payment receipt,
  thank them sincerely and let them know we'll notify them once the order is
  packed and shipped. Add a friendly compliment like "great choice" if it
  fits naturally — do not overdo it.

• If the customer was still deciding, gently re-engage and offer our active
  promo: BUY 1 GET 1 FREE on the Limited Edition Gift Hampers, valid until
  August 15. Do not push — frame it as "in case it helps you decide." Ask
  if they have any questions about the variant, size, or delivery.

• If the customer raised a concern that wasn't fully resolved, acknowledge
  it again, offer a clear next step, and ask if they'd like me to loop in
  our senior team.

Keep the message short (2–4 sentences), match the tone the customer has
been using, and sign off with a single relevant emoji.

Example 2: Post-Support Resolution Check-in

Scenario: One day after a support conversation, check whether the issue is actually solved. Different resolutions need different follow-ups.

• Name: Support Resolution Check — 1 day
• Type: AI Prompt
• Delay: 1 day
• Handoff After Sending: enabled (so if they reply with a new issue, a human picks up)

Content:

Code
Send a check-in message about the issue discussed earlier. Use the conversation
history to decide the framing:

• If I walked the customer through a fix and they confirmed it worked, ask
  whether everything is still running smoothly today. Thank them for their
  patience. Do NOT re-explain the fix.

• If the fix was "try this and let me know," ask directly whether the
  suggested step solved it. If the customer indicates it didn't, apologize
  briefly and let them know I'll escalate to our technical team.

• If the issue was handed off to another team and I never heard back, say
  we wanted to make sure someone got back to them, and offer to re-open
  the thread.

Be genuinely caring, not corporate. Reference the specific issue by name
(e.g., "the login error," "the delayed shipment") so it doesn't feel
templated. Keep it under 3 sentences.

Example 3: B2B Lead Nurture — Pain-Point Recall

Scenario: A prospect had an exploratory conversation, mentioned specific pain points, then went quiet. A nurture follow-up that references their actual problem converts far better than a generic "just checking in."

• Name: B2B Nurture — 3 day recall
• Type: AI Prompt
• Delay: 3 days
• Attached images: 1–2 pages from a relevant case study (sent as bubbles right after the AI's text, reinforcing the written next-step offer)

Content:

Code
Write a follow-up that explicitly references the pain point or use case the
prospect shared earlier — do not send a generic "just following up."

Structure:

1. Open by naming the specific challenge they mentioned (e.g., "the
   manual order reconciliation issue you mentioned on Monday").
2. Share one concrete way our platform addresses that specific challenge
   — pull from the knowledge base, don't invent features. One sentence max.
3. Offer a clear, low-friction next step: either a 20-minute walkthrough
   of that exact workflow, or a written case study from a similar customer.
4. Close by making it easy to say "not the right time" — e.g., "if the
   timing isn't great, just let me know when to circle back."

Tone: consultative, not salesy. Use the prospect's name if we have it.
Avoid buzzwords ("synergy," "leverage," "unlock"). Keep the whole message
under 5 sentences.

Designing Follow-Up Sequences

Single follow-ups are useful. Well-designed sequences are where the real recovery happens. A common pattern looks like this:

#	Delay	Type	Purpose
1	30 minutes	Exact Message	Gentle nudge — "are you still there?"
2	4 hours	AI Prompt	Contextual re-engagement referencing what was discussed
3	1 day	Exact Message	Last-chance offer or promo reminder, with handoff enabled

Things to keep in mind when stacking follow-ups:

• Stop when the customer replies. The timer resets on every inbound message, so a customer who comes back mid-sequence will not receive the remaining follow-ups unless they go silent again.
• Use handoff on the last step. The final follow-up often deserves a human follow-through. Enabling handoff means that whatever reply the customer sends next goes straight to a teammate, not back into the AI loop.
• Don't over-stack. More than 3–4 follow-ups in a single sequence starts to feel like spam. If your conversion window naturally extends beyond that (e.g., B2B sales cycles of weeks), run the later stages as broadcasts instead.

Best Practices

Write Human, Not Templated

The number one giveaway that a follow-up was automated is when it reads like a mail-merge. Write the way you would text a friend who forgot to reply — short, warm, slightly casual. Even a professional brand benefits from follow-ups that sound like a real person.

Pick Delays That Match the Decision Cycle

A coffee order has a 10-minute decision cycle. A furniture purchase has a multi-day one. Match your delay to how long the customer reasonably needs to think.

Purchase type	Typical first-follow-up delay
Food & beverage, impulse items	15–30 minutes
Fashion, accessories, beauty	1–3 hours
Electronics, home goods	4–12 hours
High-value or B2B	1–3 days

Always Leave an Exit

Every follow-up should make it easy for the customer to say "not right now" without feeling awkward. A single line — "if now's not the right time, just let me know and I'll stop checking in" — dramatically reduces the "unsubscribe" / block rate.

Test Before You Enable

Use the Testing tab to simulate a conversation, let it go silent, and verify the follow-up fires with the right content and tone. Testing is especially important for AI Prompt follow-ups — the AI's interpretation of your instruction may need a few rounds of refinement.

Keep Seasonal Follow-Ups Clearly Named

Promo-specific follow-ups (e.g., "Year-End Hampers BOGO") should be named with the campaign so you remember to disable them when the campaign ends. Outdated promo messages that keep firing are one of the most common issues we see.

What's Next

• AI Agent Behavior Examples — Make sure your Agent's overall personality is set up before adding follow-ups.
• Handoff via Prompts — Define which team or agent picks up when a follow-up escalates to a human.
• Testing Your AI Agent — Simulate silent conversations and verify your follow-ups behave as intended.