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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).

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).

Follow-up Config Model

Interval Format (ISO 8601)

Steps with interval >= 24 hours must have template_name configured, since WhatsApp’s conversation window requires approved templates.

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