Follow ups

Automatically re-engage users with proactive messages after inactivity, and configure automatic session closing.

The Follow ups section lets you manage two related capabilities that help your agent handle conversation inactivity:

• Sequences — automated follow-up message sequences that re-engage users after periods of silence.
• Session Close — automatic conversation closing after a defined period of inactivity.

Both features are accessible from the same page via tabs at the top.

Follow ups is a Beta feature. Some capabilities may evolve as the feature matures.

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Sequences tab

Sequences let your AI agent proactively reach out to users who haven’t responded in a while. Instead of letting conversations go cold, you configure automated message sequences that are sent after defined periods of inactivity—keeping users engaged and increasing resolution rates.

How Sequences work

A Sequence is a multi-step 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 messages 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
• Collecting additional information through multiple follow-up steps

Creating a Sequence

1. Go to Follow ups

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

2. Open the Sequences tab

   Make sure the Sequences tab is selected at the top of the page.

3. Create a new sequence

   Click the + Create button to start building a new sequence.

4. Define the sequence steps

   Configure each step in the sequence:

   • Step 0 — the initial message sent when a conversation becomes inactive for the specified time
   • Additional steps — follow-up messages sent after further silence, optionally with Collect Info configurations to gather specific data from the user
5. Save and activate

   Save the sequence. It becomes active on the assigned channels immediately.

Managing Sequences

From the Sequences list you can:

• View details of any sequence including its steps and channel assignments
• Edit a sequence to update messages, delays, or collect-info configurations
• Delete sequences you no longer need

Sequence requirements

To use a Collect Info configuration in a sequence step, it must:

• Not have start or end dates (must be permanent)
• Not have special instructions
• Not use internal Semantiks channels

Click the Tutorial button on the Sequences tab for an interactive walkthrough of how sequences work, including step-by-step explanations and requirements.

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Session Close tab

The Session Close tab lets you configure automatic conversation closing after a period of inactivity. When enabled, conversations that have been inactive for the specified number of minutes are automatically closed by the agent.

This setting applies at the agent level — it affects all channels connected to the agent.

Configuring Session Close

1. Go to Follow ups

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

2. Open the Session Close tab

   Click the Session Close tab at the top of the page.

3. Enable or disable

   Use the toggle to turn automatic session closing on or off.

4. Set the inactivity time

   When enabled, use the slider or quick-select buttons to set the number of minutes of inactivity after which conversations should be closed (between 1 and 30 minutes).

5. Save

   Click Save to apply the configuration.

Session Close was previously located in the Messaging Behaviour tab under Connect. It has been moved here to keep all inactivity-related settings in one place.

Key notes

• A sequence is triggered based on the time since the last agent message, not the last user message.
• A conversation will only trigger a sequence once per session—even if the user stays inactive for longer than the delay.
• Follow ups 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 follow-up sequences with different delays and messages.
• Session Close applies to all channels at the agent level.

Start with a simple re-engagement message and measure the response rate before adding multiple steps or collect-info configurations to your sequences.