Follow-Ups
Mojeeb's follow-up system automatically re-engages customers who stop responding during a conversation. Configure up to 3 follow-up steps with custom timing delays, and the AI sends personalized messages to bring customers back — across WhatsApp, Facebook Messenger, and Instagram.
What are follow-ups?
Follow-ups are automated messages sent to customers based on conversation inactivity. When a customer stops responding, the AI waits for the configured delay and then sends a follow-up message to re-engage them. Each follow-up message is generated by the AI using your Knowledge Base and agent instructions.
Follow-ups help you:
- Re-engage inactive leads — Automatically reach out to customers who haven't responded
- Nurture relationships — Send timely follow-up messages after initial contact
- Reduce manual work — Automate repetitive outreach without human intervention
- Increase conversion — Keep conversations active until the customer's needs are met
How do I set up follow-ups?
- Go to Setup in the sidebar
- Click the three-dot menu (⋮) at the top of the page
- Select Automated Follow-Ups
- Toggle Follow-Up Enabled to on
- Select which platforms should send follow-ups (WhatsApp, Facebook, Instagram)
- Configure your follow-up steps (up to 3)
- Save your settings
How do follow-up steps work?
Each follow-up step has two settings:
| Setting | Description |
|---|---|
| Delay | How long to wait after the last customer message before sending the follow-up (1 to 1,440 minutes — up to 24 hours) |
| Enabled | Toggle to activate or deactivate individual steps |
You can create up to 3 follow-up steps per agent. Steps run in order — Step 1 fires first, then Step 2 after another delay if the customer still hasn't responded, and so on.
How are follow-ups delivered?
Follow-ups are sent through the same channel where the original conversation took place. If the customer messaged you on WhatsApp, the follow-up goes to WhatsApp. If they used Facebook Messenger, it goes to Messenger.
Supported platforms:
- Facebook Messenger
You can select which platforms are eligible for follow-ups in the settings.
What messages does the AI send?
Follow-up messages are generated by the AI based on the conversation context, your agent's instructions, and knowledge base. The AI crafts a natural, contextual message to re-engage the customer — not a generic "Are you still there?" template.
What are the follow-up statuses?
Each follow-up job has a status:
| Status | Description |
|---|---|
| Scheduled | Waiting for the delay to elapse |
| Processing | AI is generating the follow-up message |
| Sent | Follow-up message delivered successfully |
| Skipped | Conversation was resolved or customer responded before the follow-up |
| Cancelled | Follow-up was manually or automatically cancelled |
| Failed | Message generation or delivery failed |
Common questions
How many follow-up steps can I create?
Up to 3 follow-up steps per agent. Each step can have its own delay timing and can be individually enabled or disabled.
Can I pause follow-ups without deleting them?
Yes. You can disable individual steps or toggle the master "Follow-Up Enabled" switch to pause all follow-ups. Your step configurations are preserved.
What happens if the customer responds before the follow-up?
The scheduled follow-up is automatically skipped. Follow-ups only fire if the customer remains inactive for the full delay period.
Can follow-ups be sent outside the WhatsApp 24-hour window?
Follow-ups respect the WhatsApp 24-hour messaging window. If the window has expired, the follow-up may require a template message to be sent.
How long can the delay be?
Delays range from 1 minute to 1,440 minutes (24 hours) per step. You can set the delay in minutes or hours.