Why follow-ups
A customer asks a question, you answer, and… nothing. They got busy, not uninterested — but that sale quietly disappears. A follow-up is the gentle “still here if you need me” that brings a lot of them back, without you remembering to send it.
It stops on its own. The moment the customer replies — or places an order — the follow-ups stop for them. Nobody gets nudged after they're already talking to you, so it never feels like spam.
Set it up
Follow-ups live under Settings. Add a nudge, choose how long to wait, and set when to stop.
Each step is a wait (“after 1 day”) and the message to send. Add one or two, and set it to stop the moment they reply or buy — so a customer mid-conversation never gets a reminder.
Good follow-up habits
The line between helpful and annoying is thin — a few rules keep you on the right side:
- One or two, not five — a gentle reminder, not a drip campaign
- Space them out — a day, then a few days; never back-to-back
- Be useful, not pushy — offer help or a real reason to come back, not just “you there?”
- Always stop on reply — the fastest way to feel spammy is nudging someone who already answered
Target it with tags: pair follow-ups with tags — nudge only the chats tagged “Lead,” and stop the moment one gets tagged “Ordered.”
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