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Automatic follow-up (the Follow-ups section) makes your agent message a customer again when the conversation goes idle —for example, someone asked about a product and never replied. That way you don’t lose sales opportunities without having to watch every chat.

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Demo video

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Before you start

  • You need an AI agent already created.
  • You’ll enable and configure follow-ups from that agent’s settings.

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Steps

1

Open your agent's settings

Go to the AI Agents section from the left menu. On your agent’s card, click the gear icon to open its settings.
AI Agents screen showing the agent with the gear icon to open settings

AI Agents section with the active agent

2

Go to the Capabilities tab

Inside the settings, open the Capabilities tab. Scroll down to the Follow-ups section (“Automatic follow-up messages post-conversation”).
Capabilities tab showing the Follow-ups section

Capabilities tab with the Follow-ups section

3

Enable and configure the follow-up

  • Turn on the Follow-ups enabled switch.
  • Choose the trigger: when the follow-up fires —when the agent replies or when a teammate writes manually.
  • In Consider chat inactive after (minutes), set how many minutes of silence must pass before the conversation is treated as idle.
  • Optional: define in which situations to send the follow-up (green scenarios) and in which not (red scenarios). You can also limit it to an audience and set a sending schedule.
Follow-ups section with the switch, triggers, inactivity time and green/red scenarios

Enable Follow-ups, triggers, inactivity time and scenarios

4

Review the follow-up steps

In Follow-up steps you see the sequence of messages the agent will send. Each step starts with a wait (for example, wait 1 hour) and an action: send a text, use a template, classify the customer or close the case. You can edit each step or add new ones.
List of follow-up steps with waits and actions (text, template, close case)

The follow-up step sequence

5

Publish your changes

When you’re done, click Publish at the top right to save. From that moment the follow-up is active.
Publish button at the top right of the agent settings

Publish button to save the changes

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Result

Your agent will re-engage only the conversations that went unanswered, following the step sequence you configured. You don’t need to do anything else: the follow-up runs automatically every time a chat goes idle.

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FAQ

Not necessarily. With the green and red scenarios you decide when to send the follow-up and when not to (for example, don’t send it if the customer already bought or said they’re not interested).
Whatever you set in “Consider chat inactive after (minutes)”. Only after that silence period is the conversation treated as idle and the follow-up begins.
Yes. Every step in the sequence is editable: you can change the text, pick a template, adjust the wait times, or add and remove steps.
Yes. The follow-up is meant for idle conversations; if the customer writes back, the conversation is no longer idle.
No: remember to click Publish when you finish so the configuration becomes active.