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The Follow Up Tool allows an Agent to schedule proactive messages based on the current conversation context, enabling timely re-engagement when the user stops responding — without breaking the conversational flow. This tool is especially useful for sales, lead qualification, onboarding, reminders, and pending decision scenarios.

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🔎 What the Follow Up Tool Does

  • Schedules one or more follow-up messages during a conversation.
  • Uses conversation context and conditions to decide if a follow-up should be scheduled.
  • Defines when the message should be sent and what it should say.
  • Automatically cancels follow-ups if the user re-engages before the scheduled time.
  • Allows operators to view, edit, or delete scheduled follow-ups directly from the conversation history.

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⏱️ Channel Limitation (Important)

When the Agent is connected to WhatsApp Official or Instagram, follow-ups must respect the 24-hour messaging window:
  • The follow-up must be scheduled within 24 hours of the user’s last message.
  • If the window expires, the follow-up will not be delivered.
This behavior follows Meta’s official messaging policies.

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🧠 How Follow Ups Are Evaluated

The key concept to understand:
The Agent evaluates follow-up conditions at the moment it sends a message — not in the future.

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What this means in practice:

  • The Agent does not know whether the user will reply or not.
  • It predicts the need for a follow-up based on:
    • The current conversation state
    • The user’s intent
    • What information is still missing
    • Whether the conversation feels “open” or “pending”
If the condition matches, the Agent:
  1. Decides that a follow-up may be needed
  2. Reads the scheduling prompt
  3. Schedules the message for a future time

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⚙️ Tool Configuration

Each Follow Up entry contains:

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1️⃣ Name

A short identifier for the follow-up scenario. Example:
Waiting for car preference

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2️⃣ Conversation Stage

Describes when this follow-up should be scheduled, based on the current state of the conversation. This is not about future behavior.
It’s about what is true right now. ✅ Good examples of conversation stages:
  • “The user asked about cars but hasn’t specified a model or brand yet.”
  • “The user showed interest in pricing but didn’t confirm the plan.”
  • “The user requested information but stopped responding before choosing an option.”
  • “The user asked for a proposal but hasn’t shared required details.”
❌ Avoid future assumptions like:
  • “If the user doesn’t reply…”
    (The Agent cannot know this yet.)

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3️⃣ Scheduling Prompt

Defines when the follow-up should be sent and what message should be scheduled. This prompt tells the Agent:
  • How long to wait
  • What tone to use
  • What question or reminder to send
✅ Good scheduling prompt examples:
  • “After 10 minutes, ask if I can send the complete list of available cars.”
  • “In 30 minutes, politely check if the user needs help choosing a plan.”
  • “After 1 hour, remind the user that support is available if they have questions.”
  • “Later today, follow up asking if the proposal should be adjusted.”

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🔄 Runtime Behavior

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Scheduling

  • Follow-ups are scheduled immediately after the Agent sends a message.
  • The scheduled message appears in the conversation history.

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Automatic Cancellation

  • If the user sends any message before the follow-up time:
    • All pending follow-ups are automatically canceled.
    • The Agent may schedule new follow-ups, based on the updated context.

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Manual Control

Operators can:
  • See scheduled follow-ups inside the conversation timeline
  • Edit:
    • Send date and time
    • Message content
  • Delete follow-ups if needed
This gives full operational visibility and control.

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🔁 Fallback Follow Up (Optional)

You can define a Fallback Follow Up, used when:
  • None of the configured follow-up conditions match
  • The Agent still considers a re-engagement useful
This ensures the Agent always has a safe default behavior.

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📌 Practical Example

Conversation
User: “I want to know more about cars.” Agent asks follow-up questions (brand, model, type). Conversation Stage
“The user showed interest in cars but hasn’t specified which one yet.” Scheduling Prompt
“After 10 minutes, ask if I can send the complete list of available cars.” Result
  • Follow-up is scheduled
  • If the user replies before 10 minutes → follow-up is canceled
  • If not → message is sent automatically

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🧠 Best Practices

  • Write conversation stages based on present context, not future outcomes.
  • Keep scheduling prompts clear and time-specific.
  • Use follow-ups to unblock decisions, not to spam users.
  • Always respect the 24-hour window on WhatsApp and Instagram.
  • Monitor and adjust follow-ups from conversation history when needed.