Summary
This guide walks you through setting up automated follow-ups in Wati when a customer doesn’t respond to your WhatsApp messages. You’ll learn how to choose the right trigger, add filters, build a follow-up sequence, and understand key behavior settings that control when messages stop.
The WhatsApp Customer No Response trigger is available only for Wati customers who are on Pro and Business plans.
This trigger works only for WhatsApp connected numbers. It does not apply to Instagram or Messenger.
Instructions
Automated follow-ups help you re-engage a customer who hasn’t replied after a certain period. You can customize when these follow-ups start, what messages are sent, and when the sequence should stop. Follow the steps below to set everything up.
Step 1: Create a new rule
Go to Automation in your Wati dashboard.
Open the Rules page.
Select Create Rules.
Step 2: Choose the trigger
Choose the trigger WhatsApp Customer No Response.
Pick when you want follow-ups to be sent:
Only when a customer hasn’t replied to a template message.
Only when a customer hasn’t replied to a non-template message.
In all scenarios, regardless of message type.
Step 3: Add filters (optional)
If you want the follow-up to run only under specific conditions:
Go to the Add a filter section.
Select Chat status.
Set the conditions based on how you want the rule to behave.
Step 4: Create a follow-up sequence
Under the Action options, select Start Sequence.
Click Create New Sequence.
Enter a name for your sequence.
Add your follow-up messages by:
Choosing the type of message (for example, template or non-template).
Setting the time interval for when each message should be sent.
Step 5: Adjust sequence behavior (recommended)
You’ll see a few options that help control how and when the follow-up stops:
Stop sequence on customer reply
If enabled, the sequence ends immediately when the customer replies to any follow-up message.
Stop on message view/click
If enabled, Wati stops the sequence if the customer views or clicks the current message. This prevents unnecessary follow-ups once the customer has shown engagement.
You’re all set! Your automated follow-up rules will now help you stay responsive and keep conversations moving even when a customer hasn’t replied.
Frequently Asked Questions (FAQs)
About the trigger
1. Who can use the WhatsApp Customer No Response trigger?
This trigger is available only for Wati customers on Pro and Business plans.
2. Does the trigger work for all channels?
No. It works only for WhatsApp connected numbers. It does not apply to Instagram or Messenger.
3. When does the trigger activate?
It activates when a customer hasn’t replied within the time and conditions you define, such as after a template message, a non-template message, or any message type.
Setting up automated follow-ups
4. How do I create a rule for automated follow-ups?
Go to Automation → Rules → Create Rules, then select the WhatsApp Customer No Response trigger.
5. Can I limit when the follow-up rule runs?
Yes. You can add filters - such as chat status - to control when the rule applies.
6. How do I build a follow-up sequence?
Choose Start Sequence, create a new sequence, name it, add your messages, and define the time intervals for each follow-up.
Controlling sequence behavior
7. What happens if the customer replies during the sequence?
If you enable Stop sequence on customer reply, the sequence ends immediately after the customer responds.
8. Can the sequence stop based on message engagement?
Yes. If you enable Stop on message view/click, the sequence stops when the customer views or clicks the message, avoiding unnecessary follow-ups.