How to configure follow-ups when a customer doesn’t reply

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.

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.

Alternatively, you can use a Run on a routine rule to check for inactive contacts:

• Choose Run on a routine as the rule trigger.

• Go to Add a filter.

• Select Time relative to a date or event.

• Choose Time Since Last Incoming Message.

• Set the condition to Between and specify the time range.

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 automated follow-ups

1. Who can use the WhatsApp Customer No Response trigger?

The WhatsApp Customer No Response trigger is available only to Wati customers on the Pro and Business plans.

2. Does the WhatsApp Customer No Response trigger work for all channels?

No. The WhatsApp Customer No Response trigger works only for WhatsApp connected numbers. It does not apply to Instagram or Messenger.

3. What is the difference between WhatsApp Customer No Response and Run on a routine?

The WhatsApp Customer No Response trigger starts a follow-up after a set time when a customer stops replying. Run on a routine checks for inactive contacts on a scheduled basis using the Time Since Last Incoming Message filter.

Setting up automated follow-ups

4. How do I create an automated follow-up rule in Wati?

Go to Automation → Rules in your Wati dashboard and select Create Rules. Choose the WhatsApp Customer No Response trigger or Run on a routine, depending on when you want the follow-up to start.

5. How can I trigger follow-ups for contacts who haven't messaged within a specific time range?

Create a Run on a routine rule and add a filter under Time relative to a date or event. Select Time Since Last Incoming Message, set the condition to Between, and specify the required time range.

6. Can I add filters to an automated follow-up rule?

Yes. You can add filters to control when an automated follow-up rule runs. For example, select Chat status under Add a filter and configure the conditions based on your requirements.

7. How do I create a follow-up sequence in an automation rule?

Under the Action options, select Start Sequence, then click Create New Sequence and enter a sequence name. Add follow-up messages by choosing the message type, such as template or non-template, and setting the time interval for each message.

Controlling follow-up sequence behavior

8. When does an automated follow-up sequence stop?

You can control when a follow-up sequence stops using two settings:

• Stop sequence on customer reply: Stops the sequence immediately when the customer replies to any follow-up message.

• Stop on message view/click: Stops the sequence when the customer views or clicks the current message. This prevents further follow-ups after the customer has engaged with the message.