Follow-Up System

Follow-Up System Imagine a customer shows interest in your product, asks a few questions, and then goes silent. Without follow-ups, that lead is lost. The platform's follow-up system automatically re-engages contacts who stop responding - sending friendly, well-timed messages to bring them back into the conversation. Where this lives in v2: Follow-ups are configured on a campaign's Follow-ups step, inside the campaign editor . They are not part of an AI Agent 's editor — an Agent holds the bot's persona and knowledge, but the follow-up schedule, delays, and templates are set per campaign. If a campaign's bot is also attached to an Agent, editing the Agent does not touch its follow-up settings, and there is no Follow-ups tab to look for on the Agent side. The Three Follow-Up Types at a Glance There are three different follow-up systems and they fire in different situations. Use this table to keep them straight: Type When it fires Tone Customisation Quick follow-ups Within 24h of the contact going quiet mid-conversation Light, conversational Personalised to the conversation so far Warm-lead follow-up cycles After 24h of silence, for contacts who engaged then went cold Friendly → value → final attempt Personalised - draws on conversation history Cold-lead follow-ups For contacts on outgoing/combined campaigns who never replied at all Short, offer-focused Templated - no conversation history to draw from Behaviour notes that trip people up Warm cycles 2 and 3 only fire if the prev