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Auto Follow-ups

What are Auto Follow-ups?

The Auto Follow-ups feature allows users to automate the management of conversations within their inboxes.

There are two functions of Auto Follow-ups:

  1. Auto Follow-up Message can help you to send a reminder before closing a conversation.

  1. Auto Close Conversation Flow can help you send a goodbye message and close the conversation.

The main difference is that the Auto Follow-up Message will NOT close the conversation, but the Auto Close Conversation Flow will close the conversation.

You can set a time limit between 1 minute and 24 hours to send an Auto Follow-up Message or Auto Close Conversation Flow based on your requirements.

How to set up the Auto Follow-ups?

  1. Go to the Settings page > Auto Follow-ups, and activate the toggle to configure the settings for an inbox.

  2. Select a trigger based on your requirements.

    1. The countdown will start after the agent's last reply

    2. Apply to all open and assigned conversations

  3. Set the time limit between 1 minute and 24 hours to send out.

  4. Select a pre-set flow for the Auto Follow-ups.

  5. Click the Update button to save your settings.

You can enable either the Auto Follow-up Message or Auto Close Conversation Flow function or enable both simultaneously.

Pause the Auto Follow-ups function for a specific contact

When you enable Auto Follow-ups for the entire inbox, you can still manually pause this feature for specific contacts on the message page. After pausing, that contact will not trigger the Auto Follow-ups feature.

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