How do I automatically follow up a customer who asked and then stopped replying?
The ArabyBot teamOfficial Meta partner · written from our own platform dataThe short answer
Switch on «Follow-up sequences» in the «Capabilities» step of the agent wizard in the «AI Hub» and add one step or more: «Send after» a delay «since the last message», plus a custom instruction if you like. If the customer does not reply in time, the AI reads the whole conversation and writes a follow-up that fits it, and the sequence stops by itself when the customer replies, orders or a team member takes the chat. On WhatsApp, Messenger and Instagram a follow-up only goes out within 24 hours of the customer's last message.
The steps in the ArabyBot dashboard
- Open the agent
In the «AI Hub» open the agent that answers your customers and go to the «Capabilities» step.
- Switch on follow-up sequences
Switch on «Follow-up sequences» and press «Add a follow-up step». Save the agent first if it is new.
- Set the timing
In each step choose «Send after» a number of minutes, hours or days «since the last message»; steps are ordered by delay.
- Steer the message if you like
Write an optional «Custom instruction», such as: mention the price offer if the customer asked about prices. Without it, the AI writes the follow-up from the conversation.
What you should know
- After every AI reply the timers start again, so no follow-up reaches a customer who is still talking.
- A follow-up is cancelled at send time if the customer replied, has an order, asked WhatsApp messages to stop, or someone on your team took the chat.
- On WhatsApp, Messenger and Instagram a follow-up goes out only within 24 hours of the customer's last message; on your website chat it waits for the visitor up to a week.
- A follow-up is an AI agent reply, so it counts like any other reply.
Related questions
Why did a two-day follow-up not arrive on WhatsApp?
Because the WhatsApp customer-service window closes 24 hours after the customer's last message, and after that only an approved template is delivered. Keep WhatsApp steps under 24 hours, and to come back later use a template campaign.
Does a follow-up reach a customer who already ordered?
No; a customer with an order receives no follow-ups.
How is this different from scheduled messages?
Follow-up sequences start when the customer stops replying and the AI writes them from the chat; scheduled messages start from an event such as a booking or a completed order.
In more depth
Try the agent before you pay anything
The agent that will answer your customers is the one answering you now: ask it from the chat button here or on WhatsApp. Your account is free with no credit card, and the free trial on your own number or page is activated after you contact our team on customer-service WhatsApp.