Follow-up
Automatically re-engage customers who went quiet, didn't finish, or said they'd think about it.
Follow-up#
Not every customer replies right away. The follow-up automation lets your agent send timely, AI-written messages to re-engage people who went quiet — so warm leads don't slip through the cracks. Find it under Automations > Follow-up.
When Follow-ups Fire#
Your agent watches for natural re-engagement moments, such as:
- A customer stops replying mid-conversation
- Someone says they'll "think about it" and doesn't return
- An interested lead never converted
- A reminder is due before an upcoming appointment
You stay in control of the timing, the message style, and which channels follow-ups go out on.
The Two Tabs#
Settings#
Configure how follow-ups behave:
- Timing — how long to wait before reaching out
- Message style — the tone and content of follow-up messages
- Channels — which platforms follow-ups are sent on
- Enable / disable — turn each follow-up type on or off
Queue#
See and manage every scheduled and sent follow-up:
| Column | Meaning |
|---|---|
| Contact | Who the follow-up is for |
| Status | Pending, sent, replied, or finished |
| Scheduled | When the next message goes out |
| Reason | Why the follow-up was triggered |
From the queue you can cancel pending follow-ups, filter by status or branch, and watch your win-back rate as customers respond.
Good to Know#
- Follow-ups are written for each customer in context — they aren't generic blasts.
- The agent stops following up once a customer replies or a sensible limit is reached, so no one gets nagged.
- For one-to-many announcements (not re-engagement), use broadcasts from Contacts instead.
Related Pages#
- Contacts — manage customers and broadcasts
- Human Review — escalate instead of follow up when something's wrong
- Analytics: Outcomes — measure conversions and win-backs