Follow-ups
Automatically message a customer who went quiet — three content strategies, a silence delay, and guardrails that stop it becoming spam.
A follow-up sends a new message to a customer who stopped replying, or when a conversation reaches its natural end. It is the simplest way to recover revenue that is already within reach.
The three content strategies
| Strategy | How it works | Example |
|---|---|---|
| Smart | Uses a template matched to the promotion's context, falling back to an AI message. The recommended default. | Hello! Take advantage of our special offers this week. |
| Static | Sends exactly the same message to everyone, as you wrote it. | Hello, we have 10% off all our products. Enjoy! |
| AI | Generates a personalised message from each customer's own conversation. | If the customer had asked a product's price: Hello! You asked about the price of [product]. It is currently available with 10% off. |
The silence delay
The Send after X hours of customer silence slider sets how many hours of silence trigger the follow-up. Around 20 hours works well: long enough not to seem pushy, short enough to reach the customer before they buy elsewhere.
The guardrails
Measure the result
Four counters sit at the top of the page: Sent with the number of failures, Replies with the reply rate, Converted with the conversion rate, and Attributed revenue — the orders placed within 7 days of a follow-up. Recent follow-ups at the bottom of the page lists the latest sends.
Follow-ups work on WhatsApp, Instagram and Messenger.
FAQ and troubleshooting
Are follow-ups sent every day?
No. A follow-up is sent once per conversation, after the number of silent hours you set. It does not repeat.
A customer did not get a follow-up
Check the three guardrails. The most common reason is a conversation shorter than 4 messages, or a recent order or ticket within the last 7 days.
Which strategy should I start with?
Smart. It adapts to the promotion context without you writing anything, and it falls back to an AI message when no template fits.
What's next?
Follow-ups react to silence. Campaigns let you reach out first.