User Guide · Automation

Follow-ups

Automatically nudge customers who went quiet, or remind your team about chats nobody has answered.

Auto Follow-up rules make sure nobody waits without an answer. A rule watches your conversations and, after a delay you choose, either messages the customer (written by AI or by you) or alerts your team. Open Settings › Auto Follow-up.

inboxi.app/settings/follow-up
Auto Follow-up with no rules yet.
  1. 1New rule.
  2. 2Create your first rule from the empty state.

Two kinds of silence

TriggerMeaningTypical use
Customer not replyingYou sent the last message and the customer went silent.Recover abandoned sales or unanswered quotes.
Team not replyingThe customer messaged and your team has not replied yet.Make sure no chat is forgotten.

Create a rule

inboxi.app/settings/follow-up
The follow-up rule editor.
  1. 1Trigger: customer or team not replying.
  2. 2First follow-up after (minutes, hours or days).
  3. 3Max follow-ups per silence episode.
  4. 4Action: AI, Fixed message or Team reminder.
  5. 5Limit to channels (empty = all).
  6. 6Quiet hours.
  1. 1
    Name it
    For example “Follow up silent customers after 2h”. Keep Rule active switched on.
  2. 2
    Pick the trigger
    Customer not replying or Team not replying.
  3. 3
    Set the timing
    First follow-up after (default 2 hours), Repeat every (0 = a single follow-up), and Max follow-ups.
  4. 4
    Choose the action
    AI, Fixed message or Team reminder (see below).
  5. 5
    Add conditions and save
    Channels, quiet hours, only unassigned chats, stop when resolved. Click Save.

Actions

ActionWhat happens
AIThe AI reads the conversation and writes a context-aware follow-up. Add optional Extra guidance, e.g. “offer free delivery”.
Fixed messageSends the exact message you write.
Team reminderSends nothing to the customer; alerts your team with an in-app notification and optional reminder text.
Channels
Customer messages (AI and Fixed message) are sent on WhatsApp as normal messages, so they only reach the customer inside WhatsApp's 24-hour window. Team reminders work for every channel.

Conditions & settings

  • Channels: WhatsApp, Instagram, Facebook, Telegram. Leave empty for all.
  • Quiet hours: no follow-ups during this window (server time).
  • Only unassigned chats: skip chats that already have an owner.
  • Stop when chat is resolved (on by default): resolved and closed chats are skipped.

Rules are checked every minute. A new message in the chat starts the count again, so customers are never chased while they are talking.

Managing rules

Each rule card shows its trigger, delay, how many times it repeats, how many follow-ups it has sent, and its action. Use the switch to pause it, or Edit and Delete.

For time-based messages driven by your own platform (an appointment tomorrow, a renewal next week), use Automated messages instead.