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

# Follow Up

> Learn how to use the Follow Up node in ChatbotX Flows to automatically re-engage customers who stop responding.

The **Follow Up** node sends a message or performs an action when a customer does not respond within a specified time. If the customer replies before the timer expires, ChatbotX cancels the Follow Up and does not run the connected nodes.

Use Follow Up to remind customers to complete a registration, check whether they still need help, or request feedback after a conversation pauses.

## 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.

For example, place a one-hour Follow Up before a **Send Message** node. If the customer stays silent for one hour, the Bot sends the reminder. If the customer replies after 20 minutes, the reminder is canceled.

## Follow Up compared with Wait

Follow Up and Wait both pause a Flow, but they handle customer replies differently.

| Node          | When the customer does not reply             | When the customer replies during the delay         |
| ------------- | -------------------------------------------- | -------------------------------------------------- |
| **Follow Up** | The Flow continues after the specified time. | ChatbotX cancels the Follow Up.                    |
| **Wait**      | The Flow continues after the specified time. | The Flow still continues after the specified time. |

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

<CardGroup cols={3}>
  <Card title="Request a response" icon="message-dots">
    Ask a question such as “Are you still interested in this product?” when a customer leaves a conversation unfinished.
  </Card>

  <Card title="Request feedback" icon="star">
    Send a survey or review request after the customer has not interacted for a specified time.
  </Card>

  <Card title="Handle inactive contacts" icon="user-clock">
    Unsubscribe, Tag, or remove contacts who do not respond within the specified time.
  </Card>
</CardGroup>

## Add Follow Up to a Flow

<Steps>
  <Step title="Open the node menu">
    Click the **+** button in the toolbar below the canvas, or drag from the output of the previous node.
  </Step>

  <Step title="Select Follow Up">
    Select **Follow Up** from the node menu. The new node appears on the canvas.

    <Frame>
      <img src="https://mintcdn.com/chatbotx/MEFfej_yD3HZ88SM/images/flow_builder_add_follow_up_node.png?fit=max&auto=format&n=MEFfej_yD3HZ88SM&q=85&s=875cfc8c8df6be02bc8382ac23c39ed4" alt="Flow Builder Add Follow Up Node" width="3180" height="1890" data-path="images/flow_builder_add_follow_up_node.png" />
    </Frame>
  </Step>

  <Step title="Set the delay">
    Click the Follow Up node, enter a duration, and select **Seconds**, **Minutes**, **Hours**, or **Days**.

    <Frame>
      <img src="https://mintcdn.com/chatbotx/MEFfej_yD3HZ88SM/images/flow_builder_follow_up_duration_setup.png?fit=max&auto=format&n=MEFfej_yD3HZ88SM&q=85&s=3352c37200afe0532325c07ec7cc4d9f" alt="Flow Builder Follow Up Duration Setup" width="3181" height="1890" data-path="images/flow_builder_follow_up_duration_setup.png" />
    </Frame>
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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.

<Steps>
  <Step title="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`.
  </Step>

  <Step title="Wait for the first response">
    Connect the message's Continue output to a Follow Up node and set the delay to `1 hour`.
  </Step>

  <Step title="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`.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

If the customer replies before a Follow Up timer expires, ChatbotX cancels that reminder and continues through the customer's selected option.

<Frame>
  <img src="https://mintcdn.com/chatbotx/MEFfej_yD3HZ88SM/images/flow_builder_multiple_follow_up_example.png?fit=max&auto=format&n=MEFfej_yD3HZ88SM&q=85&s=9bbcc9b189dd7f03f5ed0d7c8186069d" alt="Flow Builder Multiple Follow Up Example" width="3181" height="1891" data-path="images/flow_builder_multiple_follow_up_example.png" />
</Frame>

<Note>
  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.
</Note>

## 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.

<Steps>
  <Step title="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}}`.
  </Step>

  <Step title="Send the AI response">
    Connect the Success output to a Send Message node and insert `{{ai_response}}` to display the AI-generated recommendations.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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`.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Frame>
  <img src="https://mintcdn.com/chatbotx/MEFfej_yD3HZ88SM/images/flow_builder_follow_up_ai_agent_example.png?fit=max&auto=format&n=MEFfej_yD3HZ88SM&q=85&s=20734b0fb2fa83d28f2d16816ff66bcc" alt="Flow Builder Follow Up with AI Agent" width="3180" height="1892" data-path="images/flow_builder_follow_up_ai_agent_example.png" />
</Frame>

## 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.