Automatic Follow-ups
Overview
Automatic Follow-ups (also called Sequences) allow you to create a series of scheduled messages that are sent automatically over a period of days. This is ideal for nurturing leads, following up with customers who haven't responded, or running drip campaigns. You can manually compose each follow-up message or use AI to auto-generate them based on the conversation context.
How to Access
- Open any conversation in the Inbox.
- In the contact profile sidebar (right panel), scroll to the bottom.
- Click the Sequences button.
- Available to all roles, but sending requires the Enterprise (Tier 3) plan.
Interface Overview
The Follow-ups modal contains:
- Description text explaining the feature.
- Auto Fill button (robot icon): Uses AI to generate follow-up messages based on the conversation.
- Add button: Manually adds a new follow-up entry.
- Follow-up entries: Each entry has:
- A days-from-now counter on the left.
- A date/time picker.
- Day-of-week and time preview.
- A remove button (X icon).
- A text area for the message content.
- Send button: Schedules all follow-up messages at once.
Features & Actions
Create Follow-up Sequence Manually
What it does: Sets up a series of messages to be sent at scheduled dates.
Steps:
- Click the Sequences button at the bottom of the contact profile sidebar.
- The modal opens with 4 pre-populated entries set at +5, +10, +20, and +28 days from now.
- For each entry:
- Adjust the date and time using the datetime picker.
- Type the message text in the text area.
- To add more entries, click the Add button (visible when fewer than 4 entries exist).
- To remove an entry, click the X icon on the right (only visible when more than one entry exists).
- Click Send to schedule all the follow-up messages.
Important notes:
- All dates must be in the future (the days-from-now counter must be 0 or positive).
- All message fields must be filled in.
- Press Alt + Enter to insert a new line within a message.
- A maximum of 4 follow-up messages can be configured at a time.
Auto-Generate Follow-ups with AI
What it does: Uses Aurora AI to analyze the conversation and generate suggested follow-up messages with appropriate timing.
Steps:
- Open the Sequences modal.
- Click the Auto Fill button (robot icon) at the top-right.
- Wait for the AI to process the conversation context.
- The follow-up entries are populated with AI-generated messages and suggested dates.
- Review and edit the generated messages and dates as needed.
- Click Send to schedule them.
Important notes:
- The AI reads the conversation history to create contextually relevant follow-ups.
- Always review AI-generated content before sending.
Remove a Follow-up Entry
What it does: Removes a single follow-up message from the sequence.
Steps:
- Click the X icon to the right of the date/time picker for the entry you want to remove.
- The entry is removed from the list.
Important notes:
- At least one entry must remain; the remove button is hidden when only one entry exists.
Fields Reference
| Field | Description | Required | Notes |
|---|---|---|---|
| Date/Time | When the follow-up will be sent | Yes | Must be a future date |
| Days from Now | Auto-calculated counter | - | Red if date is in the past |
| Message Text | The content of the follow-up | Yes | Supports multi-line text |
FAQ
Q: Can I cancel follow-up messages after scheduling them? A: Yes, scheduled follow-up messages appear in the Scheduled Messages section of the contact profile sidebar, where you can delete them individually.
Q: What happens if the customer replies before a follow-up is sent? A: It depends on the auto-cancel setting of the individual scheduled messages. By default, scheduled messages created through the API may have auto-cancel behavior.
Q: Why can't I click the Send button? A: The Send button is only available on the Enterprise (Tier 3) plan. Users on lower plans see an upgrade notice instead.
Q: How many follow-ups can I create at once? A: Up to 4 follow-up messages per sequence. You can create additional sequences later.