How Follow Up works
When a contact reaches a Follow Up node, ChatbotX starts the timer:- If the customer replies before the timer expires, ChatbotX cancels the Follow Up.
- If the customer does not reply, the Flow continues through the Continue output and runs the next node.
Follow Up compared with Wait
Follow Up and Wait both pause a Flow, but they handle customer replies differently.
Use Follow Up when the next action should run only if the customer stays silent. Use Wait when the Flow must continue regardless of whether the customer replies.
When to use Follow Up
Request a response
Ask a question such as “Are you still interested in this product?” when a customer leaves a conversation unfinished.
Request feedback
Send a survey or review request after the customer has not interacted for a specified time.
Handle inactive contacts
Unsubscribe, Tag, or remove contacts who do not respond within the specified time.
Add Follow Up to a Flow
1
Open the node menu
Click the + button in the toolbar below the canvas, or drag from the output of the previous node.
2
Select Follow Up
Select Follow Up from the node menu. The new node appears on the canvas.
3
Set the delay
Click the Follow Up node, enter a duration, and select Seconds, Minutes, Hours, or Days.
4
Connect the next action
Connect the Continue output to a Send Message, Perform Action, or another node that should run when the customer does not reply.
Use multiple Follow Up nodes
This example uses two Follow Up nodes to re-engage customers who are browsing fashion products but have not completed their selection.1
Ask what the customer wants
Add a Send Message node with
What type of fashion item are you looking for? and the options Dresses, Tops, Jeans, and Shoes.2
Wait for the first response
Connect the message’s Continue output to a Follow Up node and set the delay to
1 hour.3
Check the customer's interest
After the Follow Up, send
Are you still looking for the perfect item? I can recommend styles based on your size, budget, and preferences. Add the options Yes, help me choose and Not right now.4
Offer style choices
Connect
Yes, help me choose to a Send Message node containing Great! What style do you prefer?. Add Casual, Office, Elegant, Streetwear, and Party as options.5
Close an inactive request
Connect the reminder message’s Continue output to a second Follow Up node and set the delay to
30 minutes. Then send No worries! I’ll close this request for now. Message us anytime when you want styling advice or product recommendations. Use Add Contact Tag to mark the contact.
You can place up to three Follow Up nodes in sequence. For longer re-engagement campaigns, use a Sequence to manage messages over several days.
Combine Follow Up with an AI Agent
This example uses AI to recommend outfits, then uses Follow Up to check whether the customer wants to order or needs more help.1
Generate recommendations with AI
Add an OpenAI: Generate Text action and configure it to recommend outfits based on the customer’s needs. Save the result to
{{ai_response}}.2
Send the AI response
Connect the Success output to a Send Message node and insert
{{ai_response}} to display the AI-generated recommendations.3
Wait for the customer
Connect the AI action’s Continue output to a Follow Up node and set the delay to
1 minute. ChatbotX cancels the next reminder if the customer replies before the timer expires.4
Ask whether the recommendations helped
After the Follow Up, send
Did these recommendations help you find the right outfit? with Yes, I want to order, I need styling advice, and Show me other option.5
Handle each response
For
Yes, I want to order, send Great choice! Please select your preferred size and color, then provide your delivery details to complete the order. Add Select size, Select color, and Contact Sales, then use Add Contact Tag to mark the contact.For I need styling advice, send I’ve transferred your conversation to a fashion stylist. A team member will help you complete your look shortly.Connect Show me other option to another product recommendation branch that fits your sales process.
Follow Up best practices
- Do not place Follow Up directly after a Get User Data node. Enable Auto Skip in Get User Data when you need to handle missing customer input.
- Do not place more than three Follow Up nodes in sequence.
- Keep the Follow Up delay within 30 days of the customer’s last interaction.
- Keep reminder messages short and directly related to the previous question.
- Check each channel’s messaging policy before using long Follow Up delays.