A follow-up sends a few messages one after another, days apart — a thank-you today, a reminder in two days, an offer in a week — and stops by itself when the customer answers.
- Open Customers › Follow-ups. Under Start from a recipe, pick Welcome new customers, Ask for a review, Win back quiet customers, Save a bad rating or Warm up interested people — or press New follow-up. Nothing is saved yet.
- Give it a Name, then choose Who gets it?:
- People I choose — you add them yourself with Add people.
- Everyone who writes for the first time — on WhatsApp, Instagram, Messenger, Telegram and SMS.
- Everyone I tag as… — type the tag, for example «interested». Left empty, any tag that is new to them starts it.
- After we close a chat — when someone on your team closes it.
- After a rating of 1 or 2 — out of 5.
- Under Send on: keep All channels — each person gets the messages in the conversation they joined from — or pick one channel.
- Under The messages, write each one and its wait in days, hours and minutes: the first counts from when they join, the others from the message before. {{name}} becomes the customer’s name. Add a message adds another, up to 20.
- Leave Stop when the customer answers on: a reply ends it, and a person or the AI takes over. What the customer sees shows the messages as they will arrive.
- Press Save and turn on, or Save, keep it off to finish later. A new People I choose follow-up that you turn on opens Add people straight away.
Add people and watch it work
- On the card, Add people lists your latest conversations. Search by name or choose one of your lists under From a list, tick people, and press the button that counts them, for example Add 3 people. In Customers › All customers, ticked people also have Add to a follow-up.
- The card counts in it now, finished, answered and said STOP. See people shows each person’s message, the next one and What happened — a skipped message says why. Remove takes someone out.
- Turn off pauses it: its people wait where they are. Edit changes it; Delete is in the editor.
Good to know
- Instagram and Messenger take a message only within 24 hours of the customer’s last one; otherwise it is skipped and the next goes at its time.
- On WhatsApp after 24 hours only an approved template goes. A message that may go out after those 24 hours shows WhatsApp template: — pick one, or WhatsApp skips that message.
- Telegram, SMS and website chat have no 24-hour window. Other channels don’t get follow-ups.
- By SMS, each message shows its cost, for example «SMS: 57 / 160 · 1 part · Plain text». One over 1,600 characters ({{name}} included) is skipped. Your MirageTEL or Twilio account bills the texts.
- On Instagram, a message over 1,000 bytes can’t be saved (an accented letter counts twice, an emoji four times).
- Whoever said STOP on that channel gets nothing more and isn’t added.
- While people are in it, you can change the words and add messages at the end; removing or moving a message they have reached waits until they finish.
- Agents don’t see Follow-ups. In the phone app, owners and admins find them under Menu › Follow-ups, with the same recipes, editor, Add people and See people.