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.
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.
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.
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 outputwill be triggered, which will direct to Block 4.
If the customer does not respond by the end of the waiting time, negative outputwill be triggered, which will direct to Block 2.
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.
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.
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.
You can view an example of these settings in the images below.
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.
You can see an example of this configuration in the images below.
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.
This block is optional. You can use other ways to view and organize your leads.
BLOCK 2 - MODIFY CONTACT TAGS Action: Modify contact tags This block indicates that we are making the fourth contact with the customer.
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.
BLOCK 5 - END THE LEAD'S SERVICE Action: End the service This block officially closes the service.
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.
If the lead responds, the flow will follow the positive exit.
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.
You can see an example of this configuration in the images below.
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