> ## Documentation Index
> Fetch the complete documentation index at: https://semantiks.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

<Note>
  Follow ups is a **Beta** feature. Some capabilities may evolve as the feature matures.
</Note>

***

## 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

<Steps>
  <Step title="Go to Follow ups">
    Navigate to **AI Agent > Proactive AI > Engagement > Follow ups** in the left sidebar.
  </Step>

  <Step title="Open the Sequences tab">
    Make sure the **Sequences** tab is selected at the top of the page.
  </Step>

  <Step title="Create a new sequence">
    Click the **+ Create** button to start building a new sequence.
  </Step>

  <Step title="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
  </Step>

  <Step title="Save and activate">
    Save the sequence. It becomes active on the assigned channels immediately.
  </Step>
</Steps>

### 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

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

***

## 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

<Steps>
  <Step title="Go to Follow ups">
    Navigate to **AI Agent > Proactive AI > Engagement > Follow ups** in the left sidebar.
  </Step>

  <Step title="Open the Session Close tab">
    Click the **Session Close** tab at the top of the page.
  </Step>

  <Step title="Enable or disable">
    Use the toggle to turn automatic session closing on or off.
  </Step>

  <Step title="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).
  </Step>

  <Step title="Save">
    Click **Save** to apply the configuration.
  </Step>
</Steps>

<Note>
  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.
</Note>

## 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.

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