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Follow-Ups

A follow-up is a short reminder the agent sends by itself when a customer goes quiet after its reply: "Did you still want the size M? I can hold it for you today." Every new agent starts with follow-ups on, one reminder 5 minutes after its reply, on WhatsApp, Facebook Messenger and Instagram. You set the timing under Agent settings.

How do follow-ups work?​

When the agent replies and the customer says nothing, Mojeeb schedules the reminders you configured, each measured from the agent's reply: 5 minutes, 1 hour and 23 hours mean three nudges at those moments. When one is due, the agent writes a message from the conversation, your instructions and your knowledge and sends it on the same channel. If the customer writes back, pending reminders are dropped and scheduled afresh after the agent's next answer.

Where do I set up follow-ups?​

On Agent Knowledge, open the three-dot menu (⋮), choose Agent settings, and expand Follow-Up Settings; its header reads On · 1 step or Off.

  1. Switch Enable Follow-ups on or off. Off keeps your reminders for later.
  2. Under Platforms, tick WhatsApp, Facebook and Instagram as you need. The website widget cannot receive follow-ups.
  3. Under Reminders, click Add Reminder and set each one as After a number of Minutes or Hours, from 1 minute to 23 hours, counted from the agent's reply. The limit is 23 hours because Meta doesn't deliver messages sent more than 24 hours after the customer's last message, and the extra hour keeps every reminder inside that window. Up to 3 reminders, each at a different time; the trash icon deletes one.
  4. Click Save Changes; the toast Follow-up settings saved confirms it.

What does the reminder say?​

Whatever fits the conversation. The agent reads the thread, your instructions and your knowledge and writes a natural, short message in the customer's language, such as an offer to hold an item, an answer to the last open question, or a check that the customer still needs help. It never sends a fixed "Are you still there?" text, and it first judges whether a reminder is appropriate at all; when it is not, nothing is sent.

When is a reminder not sent?​

Mojeeb checks the conversation again at the moment each reminder is due and skips it when:

  • The customer wrote after the agent's reply, or a team member replied while the AI Handoff Window is on, which pauses the agent and drops the pending reminders; with handoff off, a team reply does not stop them.
  • You resumed the AI by hand, turned follow-ups off, or unticked the channel.
  • The conversation is not in AI mode, or the customer never wrote in it.
  • On WhatsApp, the customer's last message is older than 24 hours; no template is sent.
  • Your plan's monthly message limit is reached.
  • The agent judged that a reminder would not help.

How do follow-ups count toward my plan?​

Each reminder uses one message from your monthly limit, like a reply, weighted in the same way by the size of your knowledge base. A reminder the agent decides not to send still counts, so keep reminders few and well timed.

Common questions​

How many reminders can I set?​

Up to 3 per agent, each 1 minute to 23 hours after the agent's reply. The delays are independent, not added together: 5 minutes, 1 hour and 23 hours send at those three moments.

Can I pause follow-ups without deleting them?​

Yes. Switch Enable Follow-ups off; the reminders stay saved. There is no switch per reminder, so to drop one reminder, delete it.

Are follow-ups on for a new agent?​

Yes. A new agent sends one reminder 5 minutes after its reply on WhatsApp, Facebook and Instagram. Open Agent settings to change the timing or turn it off.

Why did a customer not get a reminder?​

Usually because they wrote back, a teammate replied, or on WhatsApp more than 24 hours had passed since their last message. The full list is in "When is a reminder not sent?" on this page.

Where do I see the reminders that were sent?​

In the conversation on the Chats page, as ordinary agent messages.

Do follow-ups work on the website widget?​

No. Follow-ups go out on WhatsApp, Facebook Messenger and Instagram, and also in the test chat on Agent Knowledge, which is the easiest way to try one.