The Auto Follow-Up feature lets your Conversation AI re-engage contacts in your workflows who have gone quiet, dropped off mid-conversation, or asked to be followed up later. There's no need for manual outreach or complex workflow setups; the feature schedules timely, relevant follow-ups that keep the conversation moving.

Key Capabilities

  • Smart Drop-Off Detection: Identifies unresponsive contacts or messages like "I'm busy" or "Call me later." Automatically schedules follow-ups based on user behaviour.
  • Dynamic Channel Switching: Automatically switches channels (e.g., from Live Chat to SMS) if engagement drops. Helps maximise message delivery and contact responsiveness.
  • Visibility via Response Info Panel: View all scheduled follow-ups directly within the Response Info panel.

How It Works

Log in to your account and navigate to the Conversation AI Agents List within the AI Agents section.

Click Create New Bot to start fresh, or click the three dots next to a prompt-based or flow-based bot and select Edit.

📌Note: The Auto-Followup feature is not available for Guided Form Setup bots at this time.

Inside the bot editor, navigate to Bot Goals in the top navigation, scroll to the Set Up Your Actions section, and click on Auto Followup to begin configuring follow-up behaviour.

This is how it will appear in the Flow-Based builder:

Auto Follow-Up supports three key scenarios. You can enable each and define a sequence of up to five follow-up messages per scenario.

Scenario 1: Contact Stopped Responding

Toggle Enable Scenario ON, then add up to five follow-up sequences.

For each sequence, set the delay (in minutes, hours, or days), choose between Let AI Send the Message (auto-generated based on context) or a Custom Message (manually entered), and optionally Trigger a Workflow by toggling it ON and selecting one from the list.

📌Note: Avoid triggering another bot through a workflow, as this will disrupt the automated follow-up logic.

Click + Add Followup to include additional sequences.

Scenario 2: Contact Marked as Busy

Toggle Enable Scenario ON, then configure the follow-ups similarly to Scenario 1; set delay intervals, choose between AI-generated or custom messages, and optionally assign workflows as needed.

Scenario 3: Contact Requested a Follow-Up

Toggle Enable Scenario ON. The first sequence will auto-set based on the contact's request. You can add up to five sequences; define delay intervals, customise messages, and optionally attach workflows as needed.

To ensure follow-ups are timely and considerate, open Follow-Up Settings and configure the following options:

  • Enable Working Hours: Set your preferred time window for follow-up messages (e.g., 9 AM – 6 PM). This setting applies only to follow-up messages, not general AI replies. If a follow-up is scheduled outside business hours, it will be deferred to the next available time slot.
  • Enable Dynamic Channel Switching: Allow the bot to switch to an alternative channel (e.g., SMS) if the original becomes inactive. Supported platforms include Live Chat, Facebook, Instagram, WhatsApp, and SMS. On platforms like Facebook, Instagram, or WhatsApp, follow-ups automatically switch to SMS after 24 hours of no response (This setting is optional and can be turned off.)

Click Save to apply changes.

Save All Changes

Once you're happy with your configuration, click the global Save button to confirm and activate your Auto Follow-Up settings.

You can then monitor scheduled follow-ups in the Response Info panel of the Conversation.

For your Flow-Based bot, you can also open the builder to choose actions you would like to perform on contacts.

By default, the workflow will trigger when a chat is initiated on your flow-based bot, but you can add other triggers such as when an appointment is booked or another custom scenario.

Once you're happy with your triggers, go ahead and add some actions to bring your workflow to life. Don't forget to save your changes!

Auto Follow-Up enables smarter, more responsive engagement by letting your Conversation AI bot restart conversations based on real-time behaviour. With customisable triggers, message options, working hour constraints, and channel flexibility, no lead gets left behind, whilst maintaining a professional, timely experience.

Activate Auto Follow-Up today and let your AI assistant handle the follow-up work for you.

✍️Important Notes

  • Ensure the bot is active to send follow-ups
  • Avoid triggering another bot mid-conversation to preserve logic
  • Use realistic delay intervals to prevent spam complaints
  • Contact replies automatically cancel any scheduled follow-ups

Frequently Asked Questions

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

  • A: The follow-up logic is cancelled automatically, and no additional messages will be sent for that session.

Q: Can I customise the messages the bot sends?

  • A: Yes, you can either use AI-generated messages or enter your own custom responses.

Q: How do I avoid overwhelming contacts?

  • A: Set appropriate delays between messages and limit the number of follow-ups to maintain a respectful cadence.