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What is Auto Follow-Up in Conversation AI?

The Auto Follow-Up action is an intelligent feature within your CRM's Conversation AI that automatically sends messages to contacts who have stopped responding, indicated they are busy, or specifically requested a follow-up. It detects these common drop-off scenarios and schedules personalized messages to re-engage leads, all without requiring you to build separate workflows or perform manual outreach. This helps maintain conversation momentum and ensures no potential customer is forgotten.

Key Benefits

Using the Auto Follow-Up action provides several advantages for your business:

Reduces Manual Effort: Automates the entire follow-up process, freeing your team from repetitive tasks.
Increases Engagement: Sends timely messages that keep conversations active and moving toward a resolution.
Prevents Lost Leads: Ensures every contact receives appropriate follow-up attention.
Offers Messaging Flexibility: You can either let the AI generate contextually relevant messages or write your own custom follow-ups.
Integrates with Workflows: Can automatically trigger other actions, such as applying tags or assigning conversations to team members.
Maintains Conversation Context: When used within a flow, it allows the conversation to resume naturally from the point it stalled.
Respects Time Preferences: Follow-up messages can be configured to send only during specified business hours.
Dynamic Channel Switching: Improves message deliverability by automatically switching communication channels if the original channel is inactive.
Full Visibility: All scheduled follow-ups are visible within the AI Response Info panel for easy tracking.
Language Support: If a contact has a preferred language set, follow-ups will be sent in that language automatically.

How to Set Up Auto Follow-Up

You can configure Auto Follow-Up from the bot goal settings for your Conversation AI agent. It is also available within the Flow-Based Builder for certain flow actions.

Important Note: Do not trigger a separate follow-up using a standard workflow, as this can interfere with the Auto Follow-Up logic.

Step 1: Access Your Conversation AI Bot

Log into your sub-account. From the main navigation menu, select AI Agents, then choose Conversation AI. You can either create a new bot or edit an existing one by clicking the three-dot menu next to its name in the Agent List and selecting Edit.

Step 2: Navigate to Bot Goals

Inside the bot editor, click on the Bot Goals tab at the top. Scroll down to the Set Up Your Actions section and click on Auto Followup.

Step 3: Configure Follow-Up Scenarios

You can enable and configure up to three different scenarios. For each scenario, you can create a sequence of up to five follow-up messages.

Scenario 1: Contact Stopped Responding

Toggle the Enable scenario button to the ON position. For each follow-up in the sequence:

Set a delay period in minutes, hours, or days.
Choose to have the AI generate a message or turn this option off to write a custom message yourself.
Optionally, toggle on the option to trigger a workflow and select the desired workflow from the list.
Click the + Add Followup button to add another message to the sequence.

Scenario 2: Contact Marked as Busy

Toggle the Enable scenario button ON and configure the follow-up sequences using the same steps as above.

Scenario 3: Contact Requested a Follow-Up

Toggle the Enable scenario button ON. The first follow-up in the sequence will be scheduled based on the time requested by the contact. Configure the remaining steps as described for the other scenarios.

Step 4: Configure Follow-Up Settings

A. Set Follow-Up Working Hours

Click on Follow-Up Settings. Toggle on Set Active Hours for Followup. Select a timezone (either Contact or Business Timezone). Then, specify the active hours during which follow-up messages should be sent. If this setting is disabled, messages will be sent at any time. Note that these hours only apply to follow-up messages, not the primary AI agent conversation.

B. Enable Dynamic Channel Switching

Within Follow-Up Settings, you can toggle on Dynamic Channel Switching. When enabled, this allows the system to attempt delivery on an alternative channel if the original channel is not active, helping to ensure your message is received.

Remember to click Save to apply all your settings.

Auto Follow-Up Action in Conversation AI