Follow up quiet leads automatically
When a lead goes quiet, your agent can send one short, relevant nudge on WhatsApp, and stop when they ask or the conversation is done. Follow-ups is where you turn that on, set the timing and tone, see who is next in line, and check the results.
On this page
What you need
- A WhatsApp number connected to your agent (see the WhatsApp guide).
- At least one WhatsApp conversation, to see the Queue and Activity fill in.
Set your strategy
- 1
Open Follow-ups
In the sidebar, under Customers, choose Follow-ups. It opens on the Strategy tab.
- 2
Turn it on
Switch on Follow up automatically. Your agent then sends a short nudge inside WhatsApp's 24-hour window when a lead goes quiet.
- 3
Choose the timing
Under Timing, set First nudge for new leads (people who wrote once and went quiet) and First nudge for engaged leads (people already partway through your sales process). Use Only during business hours to keep nudges to your working times; quick nudges to brand-new leads always go out immediately.
- 4
Choose the tone
Under Messages, pick Match my agent, Warmer or More direct. Add Extra instructions for anything specific, for example "Always mention we offer free site visits". Your agent still follows your sales process and never invents facts.
- 5
Check when it stops
Under When to stop, follow-ups always stop when someone asks to stop hearing from you. You can also stop them when someone says they need more time, or has already booked or signed up.
- 6
Save
Choose Save settings.
See who is next
The Queue tab lists the conversations your agent will check on next, soonest first. Each shows a state: Scheduled, Asked for time (the lead asked you to wait), Off (follow-ups are off for that conversation) or Your team took over. A place in the queue is a check, not a promised message: your agent still decides whether a nudge is right when the time comes.
To stop follow-ups for one conversation, switch it off from the Queue or from that WhatsApp conversation in Conversations. Switching it back on returns it to your agent-wide setting.
Check the results
The Activity tab shows how many follow-ups were Sent and Replied in the last days, the reply rate by lead stage, and the health of your WhatsApp number. A Ramping up note means the number is new, so follow-ups start slowly. If WhatsApp flags your number's quality, follow-ups pause and Resume follow-ups brings them back gradually.
Check it worked
- After a lead goes quiet, they appear in Queue as Scheduled, and later in Activity under Sent.
If it doesn't work
The page says Connect WhatsApp to enable this subagent.
Follow-ups run on WhatsApp. Connect your number first (see the WhatsApp guide), then come back to Follow-ups.
The Queue is empty.
Follow-ups apply to open WhatsApp conversations. Check that Follow up automatically is on, and that conversations are with real customers, not tests.
A lead was not nudged.
The lead may have asked for time, told you they booked, replied recently, or been outside business hours. A conversation you took over in Conversations is not nudged either.
Follow-ups are paused.
Open Activity. If WhatsApp flagged the number's quality, fix the cause, then choose Resume follow-ups.
Related guides
- Connect WhatsAppConnect your WhatsApp number through Meta's signup window so your agent can answer WhatsApp messages.
- Review conversations and take over a chatRead what your agent said to each customer and switch a conversation to manual when you want to reply yourself.
- Follow up leads in Sales pipelineSet each customer's stage, owner and next follow-up, and read their conversation.
Still stuck?
Ask Cy in your dashboard, or email us and your account rep will help.