Configure a sequence
1
Enable follow-up messages
Open the agent, go to Advanced and enable Follow-up messages.
2
Choose a starting point
Select Gentle, Balanced or Persistent. Change the intervals or add more stages.
3
Review hours and exceptions
Open Advanced options. Configure operating hours, outside-hours behavior and conditions that should stop follow-ups.
4
Choose closing behavior and save
Decide whether to close the conversation when the sequence ends and whether to send a webhook. Save Advanced.
Delays are cumulative
Each stage adds a delay after the previous stage. The app shows cumulative time since the last AI reply.
Each interval accepts a positive integer in minutes or hours. A sequence needs at least one stage.
Advanced options
Specific follow-up hours override channel or agent operating rules only for follow-ups. When disabled, those existing rules apply.
Each schedule needs at least one day and a start time before its end time. An enabled webhook requires a valid URL.
Closing and webhooks
With Auto-close conversation off, the conversation stays open and an internal note is added when the process finishes. With it on, the conversation closes automatically. The On-close webhook belongs to the follow-up process. It is separate from call webhooks and channel change webhooks. Do not assume every manual inbox closure triggers it.Other Advanced options
Common problems
Frequently asked questions
Does Balanced send its second reminder after 12 hours?
Does Balanced send its second reminder after 12 hours?
It schedules it after 14 cumulative hours: a 2-hour wait followed by another 12 hours. Each stage shows that running total.
Does postponing extend the WhatsApp window?
Does postponing extend the WhatsApp window?
No. It changes the attempt time, but does not extend the window. See WhatsApp templates for starting a conversation outside it.
Can the conversation stay open after the last follow-up?
Can the conversation stay open after the last follow-up?
Yes. Disable Auto-close conversation and save Advanced. An internal note is added when the process finishes.
Do follow-up hours change the channel’s business hours?
Do follow-up hours change the channel’s business hours?
No. They override hours only for follow-ups. Configure business hours in the channel settings.
Why does the agent wait a few seconds before replying?
Why does the agent wait a few seconds before replying?
Check Message buffer. Its 1–10 second range groups consecutive messages before generating a reply.