Automatic Follow-up

In sales, the money is in the follow-up. Many times a customer stops responding not because they aren't interested, but because they got distracted.

The Follow-up module lets your agent detect this inactivity and send a proactive message to try to revive the conversation, without you having to lift a finger.

How does it work?

The logic is simple: you set an inactivity timer (e.g., 2 hours). If the agent sent the last message and the customer hasn't replied after that time, the follow-up is triggered.

Types of Follow-up Message

Platica offers three different strategies to re-engage, depending on how much freedom you want to give the AI:

1. Smart Message

"Do what you think is best." The AI analyzes the conversation context and decides what to say.

• Example: If they were talking about shoes, the AI might say: "Did you have any other questions about sizes?"
• Recommended use: For consultative sales where context is king.

2. Custom Message (Static Text)

"Say exactly this." The agent will send a fixed text message, identical for every user.

• Example: "Please help us by answering this satisfaction survey: [link]" or "Are you still there?"
• Recommended use: For sending links, surveys, or generic notices.

3. Custom Instructions

"Use your judgment to achieve X goal." This is a hybrid. You give the AI a goal, and it drafts the message.

• Instruction: "Try to close the sale by offering a 5% discount if they buy today."
• Result: The AI will say something like: "Hey, I noticed you were interested in the product. If you decide to buy it today, I can offer you an extra 5%..."

Frequency and Limit Configuration

It's crucial to find the balance between being persistent and being annoying (spam).

Inactivity Time

Define how long the chat should be silent before the agent acts.

• Recommendation: Between 30 minutes and 2 hours for hot sales.

Consecutive Messages (Limit)

Define how many follow-up attempts the agent will make if the customer still doesn't respond.

• If you set 1 message: The agent will send the reminder and, if they ignore it, won't bother them again.
• If you set 3 messages: The agent will try up to 3 times (respecting the time interval between each one) before giving up.

Quick Configuration Guide

1. Enable the Module

   Inside your Agent, go to the Follow-up tab and turn on the "Automatic follow-up" switch.

2. Set the Time Set the inactivity period (e.g., 2 Hours).

3. Choose the Strategy

   Pick between Smart Message, Custom Message, or Instructions.

4. Set the Limit

   Decide how many consecutive messages will be sent (e.g., maximum 1).