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Follow Up Settings

The Follow Up page lets you configure automated follow-up messages that your AI agent sends to re-engage customers who haven't responded.

Accessing Follow Up Settings​

  1. Go to Agents in the sidebar
  2. Click on the agent you want to configure
  3. Click the Follow Up tab

What is Follow Up?​

When enabled, your AI agent will automatically send a follow-up message to customers after a period of inactivity. This helps:

  • Re-engage customers who got distracted
  • Remind customers about pending inquiries
  • Increase conversion by keeping conversations active

Configuring Follow Up​

Enable Follow Up​

Toggle the switch to turn follow up on or off.

Set the Timing​

Enter the time to wait before following up, measured from the last customer message:

  • Hours: Number of hours to wait
  • Minutes: Number of minutes to wait

For example, setting 0 hours and 5 minutes means the agent will follow up 5 minutes after the customer's last message (if they haven't responded).

AI Guidance (Optional)​

Use the AI Guidance text box to give your agent specific instructions for what to say when following up.

If left empty: The agent will send a natural follow-up message based on the conversation context.

If filled in: The agent will follow your guidance when crafting the follow-up message.

Example guidance:

tell the user you're available to give another joke and make them laugh whenever they want.

Save Your Settings​

Click Save to apply your changes.

Important: Follow up settings only apply to new customer messages after you save. Previous conversations are not affected.

Example Walkthrough​

Step 1: Turn On Follow Up​

  1. Toggle follow up on
  2. Set the timing (e.g., 5 minutes)
  3. Add AI Guidance if desired
  4. Click Save
  5. Go to Playground and start a new chat
  6. Send a message (e.g., "Hello")

Step 2: See the Follow Up in Action​

After the set time (5 minutes in this example), the agent automatically sends a follow-up message based on your guidance.

Best Practices​

Choose Appropriate Timing​

  • Too short (1-2 minutes): May feel pushy
  • Too long (hours): Customer may have moved on
  • Sweet spot: 5-15 minutes for active sales, 1-2 hours for support

Keep Guidance Natural​

Don't make follow-ups feel robotic. Let the AI craft a natural message, or provide guidance that encourages friendly re-engagement.

Test Before Going Live​

Use the Playground to test your follow-up timing and messaging before applying to real customers.

Consider Your Business Type​

  • E-commerce: Follow up quickly to close sales
  • Support: Give customers more time to respond
  • Appointments: Follow up with booking reminders

Next Steps​