# Chatbot - Follow up

## INTRODUCTION

It is common for many customers to start a conversation with you but stop responding during pre-service. Some simply disappear after the first interaction, occupying space in the instance and preventing progress to a more complete service. This scenario creates rework with manual recontact attempts and reduces the efficiency of automated service.

With well-defined chatbot follow-up strategies, it is possible to reengage these leads automatically and strategically, increasing conversion chances and optimizing system use.

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## DEFINITION OF THE CHATBOT ACTIVATION TRIGGER

Before creating the chatbot, it is necessary to define how it will be activated. This activation can occur by a service stage, by an AI agent, manually, or via a segment.

In this tutorial, the example will be based on a SAC funnel stage called **"Pre-service"**. Therefore, first of all, it will be necessary to **create a SAC automation**, which will be responsible for triggering the follow-up chatbot according to the defined conditions.

The conditions to activate the chatbot will be:

* The service stage is: "Pre-service."
* The date of the last message sent by an agent (including automations) was more than: a period defined by you.

When these conditions are met, the actions executed will be:

* Start the chatbot.
* Change the service stage.

**You can view an example of this configuration in the images below.**

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2F5tNY6Ir3fuI2npAA13lM%2Fimage.png?alt=media&#x26;token=4447ab47-4e81-43f5-853d-502ebfd10dd1" alt=""><figcaption><p>SAC Automation Conditions</p></figcaption></figure>

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2F5GCfR8m8D3SfnuOnSgDy%2Fimage.png?alt=media&#x26;token=017a0727-e8ba-4589-bcd1-037baf9cae1f" alt=""><figcaption><p>SAC Automation Actions</p></figcaption></figure>

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## FOLLOW-UP CHATBOT STRUCTURE

Now we will assemble the chatbot responsible for sending the follow-up messages.

This chatbot will be composed of 4 stages, each containing at least 4 blocks. The block structure will always follow the same order.

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**BLOCK 1 – QUESTION BLOCK**

Message:\
Hi, how are you? I noticed we couldn't continue our conversation. Can I help you with any questions?

Waiting time: 12 hours\
Expected response type: text

This block aims to make the first contact with the customer, seeking to reactivate the conversation.

If the customer responds during the waiting time, the **positive output**will be triggered, which will direct to **Block 4**.

If the customer does not respond by the end of the waiting time, **negative output**will be triggered, which will direct to **Block 2**.

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**BLOCK 2 – MODIFY CONTACT TAGS**

Action: Modify contact tags

This block is responsible for adding a tag to the contact. In this example, the tag "First contact" will be used. This step is optional, but the tag needs to be created beforehand.

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**BLOCK 3 – WAIT BLOCK**

Action: Wait

Example settings:

* Wait: 1 minute
* Allowed time: 8 AM to 6 PM
* Allowed days: Monday to Friday

This block ensures that the next message is sent only during business hours and on weekdays, avoiding contacts at inappropriate times.

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**BLOCK 4 – START AI AGENT**

Action: Start AI agent

This block defines what happens if the customer responds. You can route the service to an AI agent, notify a collaborator, or execute another action according to your process. In this example, an AI agent will be used.

{% hint style="info" %}
You can view an example of these settings in the images below.
{% endhint %}

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2F1BrJPZCJTtxqMHlw78aj%2Fimage.png?alt=media&#x26;token=4926bef8-21c3-49b6-85b1-a16c10e2085e" alt=""><figcaption></figcaption></figure>

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**REPETITION OF FOLLOW-UP STAGES**

After the first stage, you should repeat this same structure **two more times**, creating new follow-up stages. The stages will have the same blocks and the same logic, with adjustments only in specific settings.

The main change will be in Block 1 (Question Block), specifically in the waiting time and in the message sent:

* First stage: waiting time of 12 hours.
* Second stage: waiting time of 2 days.
* Third stage: waiting time of 7 days.

Besides the waiting time, the Question Block message should be different at each stage. Never use the same message, as this reduces the response rate and creates a sense of repetition.

Another block that should be adjusted is Block 2 (Tag Block), reflecting the follow-up stage:

* First stage: tag "First contact."
* Second stage: tag "Second contact."
* Third stage: tag "Third contact."

The other blocks, such as the wait block and the start AI agent block, remain the same in all stages.

This organization facilitates lead control and allows identifying which reengagement attempt the customer is in.

{% hint style="info" %}
You can see an example of this configuration in the images below.
{% endhint %}

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2F1jts2TgdHLyJquhgbvSK%2Fimage.png?alt=media&#x26;token=5da7f108-4997-4ac4-918e-ca24ac7f6f9c" alt=""><figcaption><p>Repetitions Structure</p></figcaption></figure>

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**FINAL BLOCKS OF THE LAST STAGE**

Now we will create the final blocks of the last stage of the flow.

* **BLOCK 1 - CHANGE SERVICE STAGE**\
  \
  Action: Change service stage\
  \
  This block moves the lead to a specific cold leads stage in SAC, facilitating visualization of contacts who did not interact.

{% hint style="danger" %}
This block is optional. You can use other ways to view and organize your leads.
{% endhint %}

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* **BLOCK 2 - MODIFY CONTACT TAGS**\
  \
  Action: Modify contact tags\
  \
  This block indicates that we are making the fourth contact with the customer.

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* **BLOCK 3 - QUESTION BLOCK**\
  \
  Message:\
  Before closing the service, I wanted to confirm if you wish to continue. If you need anything, I can help.\
  \
  Waiting time: 7 days\
  Expected response: text

This will be the last message sent to the lead, informing that the service will be closed if there is no response.

***

**If the lead does not respond, the flow will follow the negative exit.**

* **BLOCK 4 - MODIFY CONTACT TAGS**\
  \
  Action: Modify contact tags\
  \
  Apply the tag "Cold lead," indicating total absence of interaction.

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* **BLOCK 5 - END THE LEAD'S SERVICE**\
  \
  Action: End the service\
  \
  This block officially closes the service.

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* **BLOCK 6 - ARCHIVE THE LEAD**\
  \
  Action: Archive the lead\
  \
  The lead will be archived to avoid accumulation of inactive contacts in the instance, keeping the environment organized.

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**If the lead responds, the flow will follow the positive exit.**<br>

* **BLOCK 4 – START AI AGENT**\
  \
  Action: Start AI agent\
  \
  The agent will continue the service with the Lead.

***

## CONCLUSION

After completing all these blocks, your follow-up chatbot will be ready. Remember to customize times, messages, tags, and actions according to your business reality. This article serves as a reference base for creating and adapting your own model.

{% hint style="info" %}
You can see an example of this configuration in the images below.
{% endhint %}

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2F7oRgWnN6BwE4bxR311w5%2Fimage.png?alt=media&#x26;token=8697d95f-9f92-442f-9bb5-df38dcd10e4c" alt=""><figcaption></figcaption></figure>