Follow-up sequences

Follow-ups are messages sent after the first contact, to re-engage customers who haven’t bought yet. You build a sequence of steps, and each step goes out after a wait time you choose, counted from the previous send.

Each recovery automation — Abandoned Cart, PIX and Credit Card — has its own sequences. Changing the abandoned-cart sequence doesn’t change the PIX or card ones.

The two follow-up paths

After the first message, the automation asks: did the customer reply? The answer decides which path they follow.

Template sequence (no reply)

Used when the customer hasn’t replied yet to the message.

• It only uses approved templates, because it usually happens outside WhatsApp’s 24-hour window.
• Each step goes out after the time you set (for example, 2 hours later, then the next day).
• If the customer replies at any step, the templates stop and the conversation goes to the AI. They don’t go back to the template sequence.

Conversation with the AI (replied)

Used when the customer has already replied and is chatting.

• The AI agent replies within the 24-hour window. As long as the customer keeps replying and doesn’t buy, the AI stays in the conversation.
• The steps on this path only start when the customer goes silent. If they reply again, the conversation goes back to the AI and the count restarts.
• Within the first 24 hours (adding up the waits), steps are written by the AI; once the window closes, you can only use an approved template.

When the sequence stops

On both paths, sends stop on their own when:

• the customer buys — every pending send is canceled right away;
• both paths run out of steps;
• you take over the conversation in the Inbox.

How to set it up

1. In Automations, open the recovery automation (for example, Abandoned Cart).
2. Tap the path you want to adjust — Template sequence or Conversation with the AI. The panel opens on the right.
3. Click Add step.
4. In Wait, set the time and the unit (hours or days) after the previous send.
5. In What to send, choose Approved template or Text written by the AI (the AI only shows up on the conversation path).
6. If it’s a template, choose which one to use. If it’s AI, you can adjust the Instruction for the AI.
7. Click Save.

To stop a step, remove it (Remove step): it stops sending right away, and customers who already received it aren’t affected. A path with no steps sends nothing.

Note

The same way of building steps (wait + what to send) is also used in the Order Delivered and Post-Purchase sequences, in the message sequence of lead forms, and in the Deal Follow-up (CRM). See Automations.

Availability by plan

On the basic plan, each follow-up path accepts one step. On the Growth plan, you can chain as many steps as you want in each sequence. See the plans and billing page to understand what each plan includes.

Step 1 written by the AI on the conversation path is free; the other steps count as notifications billed per send. See the costs in Automations.

Tip

Start simple: one recovery message and one follow-up usually already bring a good return. Add more steps as you track the results — turn on Show numbers per step in the automation to see where customers stop.