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Overview

Follow-ups are rules that send up to five WhatsApp messages to a contact. Each rule has a condition, and each message has a timing.
  • Appointment not booked: sent a set number of hours after the lead’s last message, while no appointment is booked.
  • Reminder before appointment: sent a set number of hours before a booked appointment.
  • Custom condition: sent a set number of hours after the lead’s last message, but only if the AI finds a condition you describe is true.
Follow-ups are sent on WhatsApp only. Website widget conversations are not followed up.

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Set up follow-ups

1

Open the Follow-ups page

In the sidebar, open your agent’s Follow-ups settings.
2

Add a rule

Choose a condition, give the rule a name, and add up to five messages. For each message, set the number of hours (1–336) and choose Fixed text or AI-written.
3

Choose a template for later messages

For each WhatsApp account, choose an approved template for the messages that fall outside the 24-hour window (see below). The rule starts sending as soon as it is saved.

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Rules and priority

  • An agent can have up to 10 rules.
  • Rules are checked from top to bottom. When two rules are due for the same contact, the higher one goes first.
  • Use the arrows to reorder rules, and the switch on each rule to pause it.
Minimum time between follow-ups (off by default) makes sure no contact gets two follow-ups too close together. A follow-up that has to wait is sent once the gap has passed, as long as it still applies. Quiet hours and off days (on by default: 22:00–07:00 and Sunday, in your agent’s timezone) keep follow-ups out of the night and the weekend. A follow-up that falls inside them goes out when they end. A reminder goes out just before they start instead, so it still arrives before the appointment. A date you set by hand for a single conversation is sent as chosen. Switching on a rule or changing a message’s timing does not catch up on the past. Only messages that become due afterwards are sent.

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When a follow-up is skipped

Appointment not booked: the follow-up is skipped when any of these is true:
  • The lead replied. A reply starts a new cycle from their latest message.
  • An appointment was booked.
  • A person took over the conversation.
  • Your agent disqualified the lead.
Reminder before appointment: reminders are also sent while a person has taken over the conversation. Right before sending, the appointment is checked with Google Calendar, Calendly or Acuity. The reminder is skipped in either of these cases:
  • The appointment was cancelled or moved.
  • The calendar could not confirm the appointment.

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Custom conditions

A custom rule follows up only when the situation you describe applies. Right before each of its messages is sent, the AI reads the conversation and the lead’s fields and decides whether your condition is true. The message is skipped only when the condition is clearly false. If the AI can’t tell, the message is sent.
  • Describe what the chat shows, for example “A tutorial link was sent and the lead has not confirmed that they watched it”. The AI can’t see anything outside the conversation and the lead’s fields.
  • Applies to narrows the rule to conversations with an appointment, without one, or any conversation.
  • Takeovers: custom rules also run while a person has taken over the conversation. They also run for leads your agent disqualified. The condition decides.
  • Replies: like “Appointment not booked”, a reply from the lead starts a new cycle.
  • Later, not now: if the lead says when they will get to it (“not yet, I’ll watch it on Saturday”), the message is postponed to that time: 10:00 in your agent’s timezone when only a day is given, and at most 14 days later. The rule’s later messages move back by the same amount, and the History tab shows it as Scheduled.
  • Templates: because a postponed message usually arrives after WhatsApp’s 24-hour window, every message of a custom rule needs an approved WhatsApp template.
The History tab shows the AI’s verdict and a one-line reason for every checked message.

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Fixed text, AI-written and templates

WhatsApp only allows free-form messages within 24 hours of the contact’s last message.
  • Inside that window, a message is sent as the fixed text you wrote (with lead data inserted), or written by the AI from your instructions and the conversation.
  • Outside that window, only an approved WhatsApp template can reach the contact. The template chosen for that WhatsApp account is sent instead. Its variables are filled from the lead field with the same name.
  • Missing lead data: if a template variable has no value for this lead, the message is skipped rather than sent incomplete.
“Appointment not booked” and custom-condition messages scheduled 24 hours or more after the lead’s last message always fall outside the window, so they always need a template.

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Stopping follow-ups for a contact

Follow-ups stop for a contact when any of these happens:
  • They reply with a stop word only, such as STOP, unsubscribe or abmelden.
  • They ask the agent to stop messaging them.
  • You switch off the toggle in the Follow-ups section of the conversation’s side panel.
A stop stays in place even if the contact writes again. To resume, switch the toggle back on.

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Follow-ups in a conversation

The Follow-ups section of a WhatsApp conversation’s side panel shows what has been sent (with a checkmark), what is scheduled and when the remaining messages will go out. Follow-ups sent in earlier rounds are listed under Earlier. Times are shown in your agent’s timezone. To send a message at a different time for this contact only, click its date and pick a new one. The rule’s later messages move by the same amount, and the change still applies if the contact writes again. Reset to rule timing undoes it. The new time must be at least 15 minutes and at most 30 days away, and after the previous message; reminders must stay before the appointment. To skip a single message for this contact, hover it and click Turn off. It is not sent, stays off even if the contact writes again, and the rule’s other messages keep their times. Turn on brings it back.

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History

The History tab lists every follow-up with its rule, message, status and reason, plus a link to the conversation. Follow-ups also appear in the conversation, labelled with the rule that sent them.

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Webhook integration

When a follow-up is sent, a conversation.followup_sent webhook event is fired. Use this to trigger notifications in your CRM or other tools. See Webhooks for details.