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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.

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.

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.

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.

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