Automatic follow-up

Follow-up writes again to a customer who went quiet after a reply from the team or the agent. You set up to five steps. Each step waits for a time that you choose.

Konektor can prepare each message as a draft for your team. Konektor can also send it by itself. The text of a message can be fixed, or written by AI.

This feature works with or without an OpenRouter key. Read Agentic for the basics of the Agent & model page.

How it works

1. A customer writes. The team or the agent replies.
2. The customer goes quiet. After the wait of step 1, Konektor prepares the first follow-up.
3. The customer stays quiet. After the wait of the next step, Konektor prepares the next follow-up.
4. The flow stops when one of the events in the table below happens.

Follow-up does not make the agent stop replying. The first owner keeps the chat.

What you need

• The owner or admin role.
• A WhatsApp number that is active in the Inbox.

Open the Follow-up tab

1. Open Wulan AI → Agent & model.
2. Click the Follow-up tab.
3. Turn on the Automatic follow-up switch.
4. Set the cards below. See the next sections.
5. Click Save. Click Cancel to drop the changes that you did not save.

While the switch is on, one summary sentence shows under it. Example: "2 steps: 1 day, then 3 days after our last message. Sent as a draft for the team, between 08.00 and 21.00 (Asia/Jakarta), Monday–Friday." The sentence changes while you edit.

Start from an example

In the Steps card, the Start from an example row has three buttons. One click fills the steps, the texts, and the way messages are written.

If your steps are different, Konektor asks before it replaces them. Click Cancel in the save bar to bring back your old fields. An example is not saved until you click Save.

Set the steps

The Steps card holds up to five steps. Click Add a step to add one. Click the trash icon to remove one. One step always stays.

Step 1 waits after the reply of the team or the agent. The next steps wait after the earlier follow-up.

Write {{nama}} for the first name of the customer. When the contact has no name, Konektor writes "there".

Under each text field, one Example line shows the result for a customer named Alex. The line goes away when the field is empty.

When Goal of this step is empty, the AI uses Goal of the message in the How it is sent card. When that is also empty, the AI sends a polite reminder.

Choose how it is sent

The How it is sent card sets who sends and where the text comes from.

Send automatically sends to real customers. Konektor asks you to confirm before you save. The same confirmation shows when this mode is already on and you make it reach more chats. For example, you add a step, include chats that the team holds, or use a template after 24 hours. Read the text of each step again before you save.

AI text and the monthly quota

The AI writes from the last 12 messages. A message has 500 characters at most, with no link and no phone number.

• When the workspace saves an OpenRouter key, the AI uses that key. We set no quota.
• When there is no key, the AI uses the Konektor AI. The monthly quota follows your plan.

The AI messages this month card shows the use. When the quota is used up or the AI fails, the step uses its Backup text. When that text is empty, the step is skipped.

Set the sending hours and days

In the How it is sent card, set Sending hours with From and Until. The end hour must be after the start hour. The hours use the time zone of the workspace. The page shows the zone.

Below it, Sending days shows seven buttons: Sun, Mon, Tue, Wed, Thu, Fri, Sat. Click a button to turn one day on or off. One day always stays on.

For Messenger chats, choose Send hours follow in the same card. Messenger customer time zone uses the hours of the customer. A customer without a time zone uses the business time zone. Read Messenger customer profile.

A step that falls due outside the sending hours, or on a day that is off, waits for the next sending hour and day. Konektor adds a random wait so that messages do not go out at the same time. The addition is up to 15 minutes, and up to 60 minutes for QR numbers.

24-hour window and templates

Official and partner numbers may send free text only within 24 hours after the customer wrote. A wait can be up to 30 days, so set the 24-hour window and QR numbers card.

For Use a template, choose one Template, then fill in each variable. Write {{nama}} for the first name of the customer. A template works only on the number that created it. When no template is approved yet, create one in Message templates.

QR numbers

Follow-up on a QR number is off until you turn it on. Automatic messages on a QR number can get the number blocked by WhatsApp. Turn it on only if you understand the risk.

While it is on, these limits apply:

• Follow-up runs when the last customer message is at most 72 hours old.
• Two steps at most.
• Each step waits for an extra random time of up to 15 minutes.
• One QR number sends 20 follow-ups at most in each 5 minutes. The rest wait for the next turn.

Choose the conversations that take part

The Conversations that take part card sets which chats enter the flow.

Snoozed chats, social comments, and groups never take part. A chat that we started with no customer message does not take part either.

Watch and stop follow-ups

The right column of the page holds three cards.

• Last 7 days: the number of chats that wait for their turn, drafts that wait for the team, chats that got a follow-up, chats that replied after a follow-up, and chats that were stopped. The Skipped fold shows the reasons.
• Follow-up list: the chats one by one. See the next section.
• AI messages this month: the use of the AI quota.

Follow-up list

The list has two tabs.

Each row shows:

• the first name of the customer, or "Customer" when the contact has no name,
• "Step {n} of {total}",
• the time: the schedule on the Waiting tab, the end time on the Ended (7 days) tab. The time uses the time zone of the workspace,
• the status Scheduled, Draft waiting for the team, or Sending on the Waiting tab,
• the reason it ended on the Ended (7 days) tab,
• the Open in the Inbox link.

Click Load more to see the next rows.

Stop one chat

1. Open the Waiting tab.
2. Click Stop on the row of that chat.
3. Confirm.

The waiting message is not sent. The row moves to the Ended (7 days) tab with the reason "Stopped by the team". A chat with the status Sending has no Stop button yet. Wait a moment, then try again.

In the Inbox

A chat with a follow-up shows one card under the messages.

A draft goes away when the customer replies, when the team replies by hand, or after 7 days. The time on the card uses the time zone of your browser.

Common problems

These reasons show on the Ended (7 days) tab and in the Skipped fold.

Some other error messages show when you save.

Limits

See also

• Messenger customer profile
• Agentic
• Hand over to team and Approvals
• Message templates
• WhatsApp Inbox