Follow up when a customer goes quiet

A customer asks about a price, the agent answers, and they never write back. With follow-ups on, the agent writes them a short email a few days later to ask whether they still need help. It stops the moment they reply.

You need the Owner, Admin or Builder role to set it up.

Who gets follow-ups

Only people who wrote to the agent and left an email address:

• Email conversations, where the customer emailed the agent's address.
• Website chat and share-link conversations, where the agent saved the customer as a lead with an email address. Turn on Save a lead under Tools for these.

Follow-ups never go to a list, to someone who hasn't written to you, or to anyone in a test chat.

Turn it on

1. Turn on email for the agent, set to Reply by email. Follow-ups are sent from the agent's own address.
2. On the Build tab, find Follow up when a customer goes quiet and turn on Email customers who stop replying.
3. Choose when they go out: the first email after 1 to 13 days, and an optional second one later. Days are counted from the agent's reply.
4. Choose Before it goes out:
   • Check each email first (the default): each follow-up waits in Tasks for your OK, and you can edit it.
   • Send on its own: follow-ups go without waiting for you.
5. Publish the agent. Follow-ups use the published version.

What the email says

The agent writes each follow-up from the conversation, in the customer's language, and names what they asked about. It may not add a price, date, discount or promise that isn't already in the conversation, and it never invents urgency. The second follow-up says plainly that it's the last.

Every follow-up ends with the email's AI line and: Reply STOP and we won't email you about this again.

How it stops

• They reply: the follow-ups stop, and the agent answers as usual. A website customer who answers the email carries on in the same conversation, by email.
• They reply STOP (or unsubscribe): no follow-up from any agent in your workspace emails that address again. The STOP never reaches the agent.
• You decline one: in Check each email first mode, declining a follow-up ends them for that conversation.
• The conversation is handed to your team, or the agent's email is turned off.
• The customer is a lead with a next step by email in Leads. The lead's next step takes over, so they never get two follow-ups for the same silence. Follow-ups of both kinds count towards the most a lead gets (2).

Costs

Each follow-up uses AI like a reply, plus one email. Both show on the task.