Create an automatic follow-up
A follow-up is a series of “wait this long, then do this” steps that a lead moves through automatically until they reply or move forward.
What a step is
Section titled “What a step is”A step is each link in the follow-up, and it always has two parts:
- A wait — how long passes before it runs. The first step counts from when the follow-up starts; the rest, from the previous step.
- An action — what it does when its turn comes. There are three:
- Create activity — leaves a task on the agent’s agenda.
- Notify — alerts the lead owner or the whole team.
- Send template — messages the customer on WhatsApp with an approved template.
Steps run in order, one after another, each on schedule. Here’s a four-step follow-up:
| Step | Wait | Action |
|---|---|---|
| 1 | At start | Send “Thanks for reaching out” template |
| 2 | +1 day | Notify the agent to follow up |
| 3 | +2 days | Send “Still interested?” template |
| 4 | +3 days | Create “Call the customer” task |
A follow-up allows up to 50 steps, but you rarely need that many: most wrap up in three or four, because it stops on its own the moment the customer replies.
Before you start
Section titled “Before you start”-
Open Settings → Follow-ups. Choose New follow-up and give it a clear name (e.g. “Quote follow-up”).
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Build the steps with “Add step”. For each step you set its Wait (hours) and choose its Action —the three above—. You can chain up to 50.
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Publish it. With at least one step added, change the Status to Published. Only published follow-ups start and run steps; while it’s a Draft it doesn’t run.
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Start it on a lead. On the lead’s profile, choose Start follow-up and pick which one. Any agent can start it on their leads.