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What is Follow-up?

Follow-up is an automatic re-engagement system that sends messages to leads after a period of inactivity. Each assistant can have its own follow-up configuration.

AI Follow-up

AI generates the message automatically based on conversation context and configured prompt.

Template Follow-up

For intervals above 24h, uses official WhatsApp Business templates (Meta/Gupshup).

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How It Works

1

Status Trigger

Follow-up is activated when a lead changes to one of the statuses configured in trigger_status_ids.
2

Wait Interval

The system waits for the defined interval (e.g., 30 minutes, 2 hours, 1 day).
3

Send Message

Depending on interval: generates with AI (< 24h) or sends official template (>= 24h).
4

Advance Steps

If the lead doesn’t respond, advances to the next step until all are completed (max 3 steps).

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Follow-up Config Model

{
  "id": "uuid",
  "tenant_id": "uuid",
  "assistant_id": "uuid",
  "trigger_status_ids": ["uuid-status-1", "uuid-status-2"],
  "steps": [
    {
      "interval": "PT30M",
      "prompt": "Send a friendly message asking if the lead needs help"
    },
    {
      "interval": "PT2H",
      "prompt": "Reinforce the product value and offer a demo"
    }
  ],
  "official_steps": [
    {
      "channel_id": "uuid",
      "channel_name": "WhatsApp Business",
      "app_id": "gupshup_app_12345",
      "steps": [
        {
          "interval": "P1D",
          "template_name": "reengagement_v1",
          "template_language": "en",
          "template_params": ["{{LEAD_FIRSTNAME}}", "Leavo"]
        }
      ]
    }
  ],
  "is_active": true,
  "created_at": "2024-01-15T10:00:00Z"
}

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Interval Format (ISO 8601)

IntervalFormatDescription
30 minutesPT30MMinimum allowed
2 hoursPT2H
1 day 12 hoursP1DT12H
1 dayP1DRequires official template
1 weekP1WRequires official template
Steps with interval >= 24 hours must have template_name configured, since WhatsApp’s conversation window requires approved templates.

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Rules

  • Maximum 3 steps per configuration
  • Minimum interval of 30 minutes per step
  • One configuration per assistant (unique)
  • Each official channel can have its own steps with templates