If a customer has been waiting and nobody has replied, a follow-up tells them they haven’t been forgotten — and can pass the conversation to a person.
- Open Automation and press New automation.
- Under When? choose Nobody replied and set how long: 60 minutes to start with, at least 5.
- Edit the suggested message: “Sorry for the wait! We’re still here — someone will answer you shortly.”
- Leave Limit on Once a day per conversation, so a long wait gets one nudge, not many.
- To hand it over if the wait goes on, choose Several steps and add, in order: + Wait (for example 1 hour), + Only if… set to “nobody on the team took it”, then + Hand to the team.
- Under Where should it run? choose the channels and press Save automation.
Good to know
- Any reply ends the wait: from your team, the AI or another automation. If a welcome already answered, Nobody replied doesn’t start for that message.
- It looks at open conversations where the customer wrote in the last 24 hours and checks every few minutes, so the nudge can come a few minutes after the time you set.
- Several steps stop by themselves when someone on the team replies or takes the conversation, or it is closed — and, if you leave the switch on, when the customer writes again.
- More than 24 hours after the customer wrote, Instagram and Messenger accept no message, and WhatsApp only an approved template. The editor warns you.
- On the canvas, Follow up, then a person is the ready-made version.