Follow-ups
Not every conversation needs an answer right now. Follow-ups let you set a conversation aside to revisit later, and follow-up sequences re-engage customers automatically with a series of timed messages.
Snoozing a conversation
Section titled “Snoozing a conversation”From a conversation, snooze it to a preset time — in an hour, in four hours, tomorrow morning, next Monday — or pick a custom date and time. The conversation leaves your active view and returns when the snooze ends.
Follow-up sequences
Section titled “Follow-up sequences”A follow-up sequence is an ordered set of steps, each sending a message template after a set delay. Sequences can stop automatically if the customer replies, so you only chase customers who go quiet. Create and activate sequences from the follow-up sequences manager in settings.
Tracking running follow-ups
Section titled “Tracking running follow-ups”The Follow-ups page lists every follow-up sequence currently running, with the customer, which step they’re on, and when each started. An Active tab shows in-progress follow-ups and a History tab shows completed ones with their outcome and stop reason. Stop any active follow-up from here, or open the conversation directly from the customer name.