Message Follow-Up
Automatically re-engage leads who haven’t responded by sending a series of timed follow-up messages — without any manual effort.
Overview
Message Follow-Up lets you define a sequence of WhatsApp template messages that are sent automatically after a scheduled or chatbot message goes out. Each message in the sequence is timed relative to the previous one, and the entire flow triggers only when there is no reply from the lead.
What Follow-Up Does:
- Sends template messages automatically after a scheduled or chatbot message
- Supports multi-step sequences with configurable delays (minutes, hours, or days)
- Maps template variables to fixed values or individual lead field data
- Triggers only when a scheduled message or chatbot message is sent
Official WhatsApp API Requirement: Because Official WhatsApp API accounts cannot send free-form messages outside the 24-hour customer service window, all follow-up messages must use approved WhatsApp Template Messages. Only templates with Approved status can be selected.
Follow-Up Configurations
Overview Page
The Follow-Up Configurations page showing active configs, template sequences, and drag-to-reorder handles.
Each configuration contains one or more template steps arranged in a sequence. The page shows:
| Element | Description |
|---|---|
| Active Configs | Pill badges at the top showing which configurations are currently enabled |
| Config Card | Groups all template steps under one named configuration |
| Active / Inactive badge | Toggle state of the configuration |
| Sequence items | Numbered steps showing delay, template name, category, and a preview of message content |
| Drag handle | Reorder steps by holding and dragging the â ż icon on the left |
Creating a Configuration
Open Follow-Up Page
Navigate to WhatsApp → Message Follow-Up in the sidebar.
Create New Configuration
Click + New Configuration in the top-right corner. A dialog will appear.
Name Your Configuration
Enter a descriptive Configuration Name (e.g., Customer Support Follow-up, Sales Pipeline). This name is for internal reference only.
Enable and Save
The toggle is on by default. Click Create Configuration to save.
The Create New Configuration dialog with name field and enable toggle.
One Active Config at a Time: You can create multiple configurations (useful for A/B testing), but you should only enable one at a time. If multiple configurations are active simultaneously, all of them will trigger follow-up sequences for every qualifying message sent.
Adding Template Steps
Once a configuration exists, add one or more follow-up steps inside it.
Open Add Template Dialog
Click + New Template at the bottom of a configuration card.
Set Trigger Conditions
Configure when this step should fire relative to the previous message:
| Field | Options | Notes |
|---|---|---|
| Delay | Any number | Time to wait before sending this step |
| Unit | Minutes / Hours / Days | Maximum delay is 30 days per message |
Select a Template Message
Choose an Approved WhatsApp template from the Message Template dropdown. A live preview is shown automatically.
Configure Template Variables (if applicable)
If the selected template contains variables (e.g., {{order_number}}), the Template Parameters section appears. Set each variable to either:
- Custom Value — A fixed text used for all recipients
- Lead Field — Pulls the value from the matched lead’s CRM field dynamically
Save the Step
Click Create Template to add the step to the sequence.
The Create New Template dialog showing trigger conditions, template selector, and message preview.
Template Variables
When a template contains dynamic placeholders, each variable must be mapped before the step can be saved.
Template parameter configuration showing Header and Body variables mapped to Lead Fields.
Custom Value
Custom Value:
A single static value used for every lead who receives this follow-up.
| Scenario | Example |
|---|---|
| Promotion code | SAVE20 |
| Company name | Raion Hub |
| Generic greeting | Valued Customer |
Use this when the value doesn’t change between recipients.
Reordering the Sequence
The order of steps in a configuration determines the follow-up sequence sent to leads.
Identify the Drag Handle
Each template step has a â ż icon on its left side.
Hold and Drag
Click and hold the handle, then drag the step up or down to the desired position.
Release to Confirm
The sequence automatically renumbers after dropping.
Each step’s delay is counted from the time the previous message was sent, not from the start of the sequence. For example, if Step 1 has a 24-hour delay and Step 2 has a 1-day delay, Step 2 fires ~48 hours after the initial message.
How the Flow Triggers
A follow-up sequence is only initiated when:
- âś… The configuration is enabled
- âś… Either a Scheduled Message is sent or a Chatbot Message is sent to a lead
The sequence does not start from:
- Manual messages sent by a team member
- Incoming messages from the lead
- Auto-reply responses
Best Practices
Do
âś… Enable only one configuration at a time to avoid duplicate follow-ups hitting the same lead.
✅ Use the 30-day maximum window thoughtfully — space steps out to feel natural (e.g., Day 1 → Day 3 → Day 7).
âś… Ensure template messages are pre-approved by WhatsApp before adding them to a configuration.
âś… Populate lead CRM fields before triggering any sequence that uses Lead Field variables.
✅ Use multiple configurations for A/B testing different message sequences — just keep only one active at a time.
✅ Name configurations clearly (e.g., Post-Demo Follow-Up v1 vs Post-Demo Follow-Up v2) so it’s easy to manage.
Next Steps
With follow-up sequences configured, explore other WhatsApp automation features:
- Bulk Messaging – Schedule marketing campaigns
- Link Generator – Generate trackable WhatsApp links
- Message Settings – Configure response behavior