Set up automatic follow-ups for customers who stop replying

Turn it on and set the schedule

1. Open Settings › Follow-ups and switch on Following up on quiet conversations.
2. Under Schedule, set each Follow-up N after a number of minutes, hours or days of silence. Add a follow-up adds another (up to ten, at least one); each must be later than the one before.
3. Set Mark cold after — it must be after the last follow-up.
4. Under WhatsApp after the 24-hour window, choose the Template to send (see below).
5. Press Save changes — "Follow-ups saved".

Each follow-up is written by the agent to fit that conversation, timed from the agent's last message going unanswered, counted from when the conversation is found quiet. Defaults are 1 hour, 6 hours and 24 hours, going cold at 72 hours.

After the 24-hour window

More than 24 hours after the customer's last message, WhatsApp allows only an approved template. Pick one in Template to send; only approved templates with no variables, or only {{first_name}}, are listed, and Manage templates takes you to create one. Choose None to skip follow-ups once the window has closed. Email follow-ups have no time limit.

What stops a follow-up

• The customer replies.
• A person takes the conversation over, or it is closed.
• The conversation went quiet before you switched follow-ups on — history is never followed up.
• The message can't be sent: no consent, the contact is suppressed or blocked.
• Instagram and Messenger are never followed up — Meta allows only replies there.