How to set up auto follow-up
Bob re-engages leads who never replied. You set the timing and the message; it runs around the clock across every conversation.
How it works. After Bob sends a message it watches the conversation. If the customer has not replied after your configured delay, Bob sends the next step. That repeats through your sequence, or until the customer replies.
1. Turn on Auto Reply
Auto Follow-Up only works when Auto Reply is on.
- Go to your Agent Dashboard
- Click the Settings tab
- Make sure Auto Reply is toggled on
2. Create a follow-up rule
- Go to the Follow-Up tab in your agent's sidebar
- Click Create Follow-Up Rule
3. Build the steps
Each rule is made of one or more steps. A step runs only if the customer still has not replied after the previous one.
Delay. How many minutes to wait after the last bot message before sending this step. For example 60 minutes, 1440 minutes (one day), 4320 minutes (three days).
Custom Message. A fixed message you write. Use this when you want full control of the wording — a discount offer, or a closing message.
AI Message. Bob generates the follow-up from the conversation context. You can add a guide: "If they seem cold, just check in. If interested, mention booking a demo."
A sequence that works well is AI → Custom → Custom. A warm check-in, then a direct offer, then a final close.
4. Route by intent
For finer control, create separate follow-up sets for different customer intents. Bob classifies each conversation and sends the matching sequence.
| Category | Intents |
|---|---|
| Sales | Interested, Price inquiry, Demo requested, Negotiating, B2B/Bulk |
| Marketing | Promo interested, Wants more info, Event follow-up, Referral |
| Customer service | Book appointment, Cancel appointment, Complaint, After-sales |
5. Enable the rule
Once your steps are configured, toggle the rule to Enabled. Bob starts monitoring conversations and following up automatically.
Follow-ups only fire when the last message was sent by Bob — not by you or your team. If a customer replies at any point, the sequence resets.
What to expect once it is live
- Bob checks every conversation every minute
- It only sends when the customer has not replied
- It skips conversations in human handoff
- It stops permanently for contacts classified Not Interested, Unsubscribed or Booked
- It respects the 30-day activity window, so very old chats are skipped
Frequently Asked Questions
What if the customer replies between steps?
The sequence stops immediately and Bob continues the conversation normally. Follow-up only fires after a configured delay with no customer reply.
Can I use follow-up while in human handoff mode?
No. Follow-up is paused for any conversation in handoff, and resumes automatically when you hand control back to Bob.
What are terminal intents?
Three intents stop follow-ups permanently for that conversation: Not Interested, Unsubscribe and Booked. Once a contact is classified into one, Bob sends nothing further.
How often does the follow-up poller run?
Every minute. A 60-minute delay therefore sends within 60 to 61 minutes of the last bot message.
Can I have different rules for different products or campaigns?
Yes — use intent-based rules. Create a follow-up set per intent category and Bob routes each conversation to the right one.
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