Auto Follow-up — Automatic Reminder Messages

Set up automated follow-up reminder chains for clients who go silent, and monitor all active follow-up messages across your AI employees on the AI Textura platform.

Auto Follow-up is an automated follow-up messaging mechanism. When a client stops responding, the AI employee will reach out after a specified delay — naturally, within the context of the conversation, without copy-paste templates.

Auto Follow-up exists in two different places in the interface.

• Auto Follow-up section (/followup) in the left menu of the platform — a monitoring dashboard showing all chats with scheduled reminders across all employees.
• Auto Follow-up tab in a specific AI employee’s settings — where you enable the feature, set delays, and write instructions for each step.

Auto Follow-up is also available globally as a separate /followup section in the platform’s side panel — a unified monitoring dashboard across all employees (see “Monitoring Dashboard” below). Chain configuration is done on the individual employee’s tab.

Persona

Reminder style follows the employee’s persona settings

Working Hours

Reminders respect the employee’s working schedule

Channels

Auto follow-up works across all connected channels

Chats

View conversations and follow-up history

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Video walkthrough

A short video: how to enable auto follow-up, configure a chain of steps with delays, and let the AI create reminders on its own when the client asks (“remind me in 30 minutes”, “call me back in an hour”).

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Monitoring Dashboard (Left Menu)

The Auto Follow-up section in the left menu is a unified read-only panel displaying all chats with scheduled follow-up messages across all your AI employees. You don’t configure chains here — you observe what’s already running.

Search

At the top of the page is a search bar: “Search by name, agent, or client”. You can search by:

• Client name (e.g., “Michael”)
• AI employee name (e.g., “Alexey”)
• Any keyword from the chat name

Filter by Employee

Below the search bar is a dropdown: “All employees”. By default, chats from all AI employees are displayed. Select a specific employee to see only their chats.

Chat Table

The main part of the page is a two-column table:

Column	What it shows
Chat	Client name or chat title where auto follow-up is active
Employee	Name of the AI employee managing the conversation and sending the follow-up

Each row represents one active chat where the client has gone silent and an automatic reminder is scheduled. Click a row to open the full conversation history.

If one employee consistently has many chats in follow-up — consider reviewing their Persona or improving their initial response.

Only chats with active auto follow-up appear in this section. If an employee has auto follow-up disabled, their chats won’t show up here.

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Configuring Auto Follow-up (Employee Tab)

Open the desired AI employee and navigate to the Auto Follow-up tab.

Enabling and Disabling

At the top of the screen is the “Enable Auto Follow-up” toggle — it turns the feature on or off entirely for this employee.

Reminder Chain Steps

Below the toggle are steps — sequential reminders that the employee will send to the client one after another if they continue to be silent.

Parameters for Each Step

Parameter	Type	Description
Delay (H / MIN)	Numeric fields	Wait time before sending this reminder (hours and minutes)
Message instruction	Text field (required)	Description of what the agent should write to the client. The agent composes the message on its own based on this instruction and the conversation context
Run once per chat	Checkbox	If enabled, this step fires only once per chat — even if the client goes silent again

How the Chain Works

1. Client goes silent

   After the client’s last message, the first step timer starts.

2. First reminder

   When the first step’s delay expires, the employee sends a reminder.

3. Subsequent steps

   If the client remains silent, each next step’s delay counts from the moment the previous reminder was sent.

4. Client replies — reset

   If the client sends a message at any stage, the timer resets and the chain starts over from step one.

Step-by-Step Setup

1. Open the Auto Follow-up tab

   Go to the desired AI employee’s settings and select the Auto Follow-up tab.

2. Enable the toggle

   Switch Enable Auto Follow-up to the active position.

3. Add a step

   Click Add step, set the delay (hours/minutes), and write the message instruction.

4. Build the chain

   Add multiple steps with increasing delays for a complete reminder chain.

5. Save changes

   Click the save button. Once a client goes silent, the chat will automatically appear in the Auto Follow-up section in the left menu.

Example Three-Step Chain

Step	Delay	Instruction
1	4 hours	Remind the user that we’re available and ready to help
2	24 hours	Ask if the question is still relevant
3	48 hours	Say a warm goodbye and let them know we’re always happy to help when needed

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Recommendations

Don’t overdo frequent reminders. The recommended pause between steps is at least 2-4 hours. Messages that are too frequent annoy clients and may lead to blocking.

How to write good step instructions

An instruction is not a ready-made message text — it’s a task for the AI. The employee reads the instruction, considers the conversation context, and composes the message on its own.

Good:

“Gently remind that we’re available. Ask if there are any remaining questions. Don’t be pushy.”

Bad:

“Write: Hello! We’d like to remind you that you can…”

More examples of good instructions:

• “Check if the client has made a decision. Offer help if they need more information.”
• “Remind about the special offer that was discussed. Don’t push, just refresh their memory.”
• “Ask if everything is okay. If the client doesn’t respond, say a warm goodbye.”

The more specific the task — the better the result. But don’t write the actual message text — let the employee formulate the message naturally.

Interaction with other settings

Persona. The reminder style depends on the employee’s persona. If the persona uses a friendly tone — reminders will follow the same style. Auto follow-up doesn’t override the persona; it works on top of it.

Working Hours. If the employee has a schedule configured — reminders will only be sent during working hours. Make sure delays and the schedule don’t conflict.

Channels. Auto follow-up works across all connected channels — Telegram, WhatsApp, website widget, and others.

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FAQ

Why is the Auto Follow-up section empty even though I have active chats?

Most likely, auto follow-up isn’t enabled for any employee. Check the Auto Follow-up tab in each employee’s settings — the toggle must be active and at least one step with an instruction must be added.

What happens if the client replies before a step fires?

The timer resets. The countdown starts over from the first step.

Does the agent send the exact text from the instruction?

No. You write an instruction — a task description — and the agent composes the message on its own, considering the conversation context and its Persona.

How many steps can I add?

There is no limit on the number of steps. In practice, 2-3 steps is optimal. More than three reminders are usually perceived as spam.

Is the delay counted from the client's last message?

Only for the first step. Each subsequent step’s delay counts from the moment the previous reminder was sent.

Does auto follow-up work across all channels?

Yes, across all connected channels for the agent.

Will auto follow-up send messages outside working hours?

If the employee has Working Hours configured, the reminder will wait until the start of working hours.

Does auto follow-up consume tokens?

Yes, each sent reminder consumes tokens just like a regular agent response.

Can I disable auto follow-up for a specific chat?

No, auto follow-up is configured at the agent level and applies to all their chats. If a client asks not to be contacted, add the appropriate instruction to the Persona.