AI auto follow-up

AI auto follow-up lets your HLB Conversation AI bot re-engage contacts who stop replying, say they are busy, or ask you to get back to them later. The bot can recognize these situations, then schedule and send follow-up messages automatically. When the contact replies, the follow-up cadence resets.

The bot decides whether to follow up based on the conversation history and the last inbound message. Follow-ups stop when an appointment is booked, but can resume if the contact writes back. Follow-ups only send while the bot is active.

To set it up, go to AI Agents and select Conversation AI. Edit your bot, open Bot Goals and choose Auto Followup under Set Up Your Actions. You can turn on three scenarios:

• Contact stopped responding
• Contact marked as busy
• Contact requested a follow-up (the first delay is based on the time the contact asked for)

Each scenario can have up to 5 follow-up sequences. For each one, you can set a delay in minutes, hours or days. You can then let the AI write the message from the conversation context or enter your own. You can also trigger an existing workflow, for example to tag a contact or notify a team member. Do not use a workflow to send an additional follow-up, because that can break the follow-up logic.

In Follow-Up Settings, you can set active hours based on the contact's timezone or your business timezone. You can also turn on dynamic channel switching, which can move follow-ups to another available channel, such as from live chat to SMS when a phone number is available. Supported social messaging channels can switch to SMS after 24 hours without a response. Scheduled follow-ups appear in the Response Info panel. Keep delays between follow-ups realistic so conversations feel natural.