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Followups let your AI agent proactively reach out to users who haven’t responded in a while. Instead of letting conversations go cold, you can configure a message to be sent automatically after a defined period of inactivity—keeping users engaged and increasing resolution rates.
Followups is a Beta feature. Some capabilities may evolve as the feature matures.

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How Followups work

A Followup is a message rule tied to a channel. When a conversation on that channel has been inactive for the configured time window, the agent sends the defined message to the user—automatically, without any manual intervention. This is useful for:
  • Re-engaging users who asked a question and then went quiet
  • Sending post-conversation surveys or satisfaction checks
  • Following up after sending information to confirm the user received it

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Creating a Followup

1

Go to Follow ups

Navigate to AI Agent > Proactive AI > Engagement > Follow ups in the left sidebar.
2

Create a new followup

Click New Followup to open the creation dialog.
3

Define the followup

Fill in the required fields:
  • Title — a name to identify this followup rule (e.g. Post-conversation check-in)
  • Message — the text the agent will send to the user
  • Delay — how long after the last agent message to wait before sending (e.g. 30 minutes, 2 hours)
  • Survey type — optionally attach a satisfaction survey to the message
  • Channels — which channels this rule applies to
4

Save and activate

Click Save. The followup rule becomes active immediately on the assigned channels.

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Managing Followups

From the Followups table you can:
  • View details of any followup rule including its current status and channel assignments
  • Edit a followup to update the message, delay, or channel assignments
  • Activate or deactivate rules without deleting them

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Key notes

  • A followup is triggered based on the time since the last agent message, not the last user message.
  • A conversation will only trigger a followup once per session—even if the user stays inactive for longer than the delay.
  • Followups respect the agent’s availability hours defined in the Identity section—messages are queued and sent when the agent is available.
  • Each channel can have multiple followup rules with different delays and messages.
Start with a simple re-engagement message and measure the response rate before adding survey types or multiple followup rules to the same channel.