How to create a follow-up for people who stopped replying

Open the templateCopy Anchor Link

In the menu, click Automations, open the Templates tab and, on the Follow up with people who stopped replying card, click Use template.

Another way: on the agent page, on the This agent's follow-ups card, click Create follow-up. The gallery opens with the template highlighted and, when you use it, the agent is already selected.

XBASE creates the automation as a Draft and opens the editor with the linked steps: Start, four Send as agent steps with three Wait steps in between, and End.

Set up the Start stepCopy Anchor Link

Click the Start step. Under Trigger, Conversation without reply is already selected. Check:

• Agents: select the agent (or agents) whose conversations enter the follow-up.
• Hours without reply: how long after the company's last message the first touch is sent. The template comes with 3 hours; it ranges from 0.5 to 72.
• Channels: WhatsApp, Instagram Direct and Email. Uncheck the ones you don't want.
• Filters (optional): only conversations from ads, ad name, tags and funnel stages included or excluded.
• Maximum per round: how many conversations enter at a time. The default is 50.

Review the messagesCopy Anchor Link

Click each Send as agent step and adjust the text in Message. The WhatsApp preview shows how the message arrives.

• {{nome}} becomes the customer's first name (Customer name button).
• A [options: A | B | C] line at the end becomes buttons on WhatsApp (Buttons button). Up to 3 options of up to 20 characters become buttons; beyond that, the preview warns that they become a list.
• A [product: link | phrase] line becomes the product card with a photo (Product button).
• Email subject is used when the conversation is by email.

Choose the templates for touches 3 and 4Copy Anchor Link

Touches 3 and 4 are sent after 24 hours, when WhatsApp only accepts an approved template. In those two, under Approved template (outside the 24 h), choose the template. Only templates with the Approved badge can be chosen. The template's {{1}} receives the customer's first name.

Without a template, select Skip this step under If the 24 h window is closed.

Check the waitsCopy Anchor Link

Click each Wait step to see the time (17, 24 and 22 hours in the template) and the interruptions. Stop if the customer replies and Stop if it goes to Human Support come turned on. Under Stop if the conversation enters these stages, select the funnel stages where the follow-up should stop, such as "Deal won".

Turn the automation onCopy Anchor Link

Click Publish. If something is missing, you'll see This automation can't be activated yet with what's missing (for example, the agent or the template). Fix it and publish again. When everything is right, the status changes to Active.