> For the complete documentation index, see [llms.txt](https://docs.klink.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.klink.cloud/kai-ai-agent-chat/how-to-setup-ai-agent-step-by-step-guide/wait-timer-and-follow-up-setup.md).

# Wait Timer & Follow-Up Setup

**Overview**

This guide explains how to configure an automated follow-up sequence: when a customer stops replying, the system waits a set period, then a Follow-Up agent re-engages them with a personalized message.

<figure><img src="/files/wDJ1yXMVULS7CCPb7k10" alt=""><figcaption></figcaption></figure>

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**How the Flow Works**

The setup connects four blocks in sequence:

**1. Conversation Agent**\
The primary agent handles the customer conversation — answering support and sales questions. When the conversation pauses (customer goes quiet), the flow moves to the Wait block.

**2. Wait Block**\
This is your timer. It pauses the flow for a defined period (e.g. *1 minute*) before checking whether the customer has responded. Configure the duration to match your business needs — a few minutes for live chat, or longer for slower channels.

**3. Reply Checker ("Did they reply?")**\
After the wait period ends, this block checks for customer activity and branches two ways:

* **Customer replied** → conversation continues normally (no follow-up needed).
* **Timed out (no reply)** → routes to the Follow-Up agent.

**4. Follow-Up Agent**\
Triggered only when the customer hasn't replied. It sends a personalized re-engagement message to win the customer back and encourage a response.

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**Setup Steps**

1. **Add the Wait block** after your main Conversation Agent and set the timer duration (click the block to edit the wait time).
2. **Connect the Wait block to the Reply Checker** so the system evaluates the customer's response after the timer expires.
3. **Configure the two Reply Checker outputs:**
   * Connect *Customer replied* back to your normal conversation path.
   * Connect *Timed out (no reply)* to the Follow-Up agent.
4. **Set up the Follow-Up agent** with instructions to re-engage customers personally — reference the earlier conversation so the message feels tailored, not generic.

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**Personalization Tip**

The Follow-Up agent works best when its prompt tells it to reference what the customer was previously asking about. If a customer was asking about a specific product, the follow-up can continue that thread naturally — checking in on their choice and offering tailored recommendations rather than sending a generic "just checking in" message.