Conversation AI - Auto Follow-Up

Modified on Fri, 6 Jun at 7:27 AM

What’s New?

The Auto Follow-Up feature allows your Conversation AI bot to automatically send outbound messages to re-engage a contact who has dropped off, gone inactive, or asked to be followed up later. This removes the need for manual intervention or building complex workflows.

Whether a user says they’re busy, asks for a specific follow-up time, or just stops replying, the AI can recognize these situations and schedule a follow-up message accordingly. Once the contact responds, the follow-up logic resets automatically.

This feature is available via labs

How It Works

1. Smart Detection of Drop-Off Scenarios

The bot can now automatically detect when:

A contact stops replying
They mention being busy (e.g., “I’m driving” or “In a meeting”)
They request a follow-up at a specific time

2. Automated Follow-Up Scheduling

Once detected, the AI will:

Store the follow-up intent
Schedule follow-ups with custom cadences (e.g., 5 mins, then 15 mins later)
Reset the follow-up logic once the contact replies

3. Custom Messaging & Workflow Support

Use AI-generated messages or create your own follow-up message
Optionally trigger workflows to tag contacts, assign conversations, or notify users

Important: Avoid triggering other bots in the workflow to prevent broken conversations.

4. Working Hours Awareness

Set Active Working Hours so follow-ups are sent only during business hours.
Example: If a follow-up is due at 9 PM but working hours are 8 AM–5 PM, the message will be sent at 8 AM the next business day.

5. Dynamic Channel Switching

Keep conversations alive by switching channels when necessary:
If Live Chat goes inactive, the bot switches to SMS (if a phone number is available)
On Facebook, Instagram, or WhatsApp, follow-ups switch to SMS if there’s no response within 24 hours

(This feature is optional and can be disabled if needed.)

6. Full Visibility in Response Info

All scheduled follow-ups now appear in the Response Info panel, giving you complete transparency into what’s scheduled and why.

Important Reminders

No follow-up will be sent if the bot is inactive
Do not trigger another bot through a workflow—this breaks the follow-up logic
Use realistic delay intervals to avoid annoying users or getting flagged as spam
A contact’s reply resets the follow-up schedule

Why This Matters

This feature helps boost engagement, reduce lead leakage, and maintain natural, timely conversations—so you can close more deals without lifting a finger.

Turn on Auto Follow-Up today and let your bot do the follow-up work for you!