Auto Follow-up — automatic reminders

Set up chains of automatic reminders for customers who went silent, and monitor all active follow-up messages on the AI Textura platform.

Auto Follow-up sends automatic follow-up messages. If a customer stops replying, the AI Employee writes to them after a set delay — gently, in the context of the conversation, with no copy-paste.

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

• The Auto Follow-up section (/followup) in the platform’s left menu — a monitoring panel for all chats with scheduled reminders across all AI Employees.
• The Auto Follow-up tab in a specific AI Employee’s settings — this is where you turn the feature on, set delays, and write instructions for each step.

Auto Follow-up is also available globally as a separate /followup section in the platform sidebar — a summary monitoring panel across all AI Employees at once (see “Monitoring panel” below). You set up chains on a specific AI Employee’s tab.

Persona

The reminder style depends on the AI Employee’s Persona

Working Hours

Reminders are sent only during working hours

Channels

Auto Follow-up works in all connected channels

Chats

View conversation and reminder history

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Video guide

A short video: how to turn on Auto Follow-up, set up a chain of steps with delays, and let the AI create reminders on its own when a customer asks (“remind me in half an hour”, “call me back in an hour”).

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Monitoring panel (left menu)

The Auto Follow-up section in the left menu is a single read-only panel that shows all chats with scheduled follow-up messages across all your AI Employees. You don’t set up chains here — you watch what’s already running.

Search

The search bar at the top of the page reads “Search by name, employee, or customer”. You can search by:

• customer name (for example, “Michael”)
• AI Employee name (for example, “Alex”)
• any keyword from the chat name

Filter by employee

Below the search bar is the All employees drop-down. By default, it shows chats for all AI Employees. Select a specific AI Employee to see only their chats.

Chats table

The main part of the page is a table with two columns:

Column	What it shows
Chat	The customer’s name or the name of the chat where Auto Follow-up is active
Employee	The name of the AI Employee handling this conversation who will send the follow-up

Each row is one active chat where the customer went silent and an automatic reminder is scheduled. Click a row to open the full conversation history.

If one AI Employee constantly has lots of chats in follow-up, consider reviewing their Persona or improving the first reply.

This section shows only chats where Auto Follow-up is active. If an AI Employee has Auto Follow-up turned off, their chats won’t appear here.

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Setting up Auto Follow-up (AI Employee tab)

Open the AI Employee you need and go to the Auto Follow-up tab.

Turning it on and off

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

Chain of steps

Below the toggle are the steps — consecutive reminders the AI Employee sends to the customer one after another if they stay silent.

Step parameters

Parameter	Type	Description
Delay (H / MIN)	Number fields	How long to wait before sending the reminder (hours and minutes)
Message instruction	Text field (required)	A description of what the AI Employee should write to the customer. The AI Employee writes the text on its own based on the instruction and the conversation context
Run once per chat	Checkbox	If checked, the step fires only once for the whole chat — even if the customer goes silent again

How the chain works

1. The customer goes silent

   The first step’s timer starts after the customer’s last message.

2. First reminder

   When the first step’s delay runs out, the AI Employee sends a reminder.

3. Next steps

   If the customer stays silent, each next step’s delay counts from when the previous reminder was sent.

4. The customer replied -- reset

   If the customer sends a message at any point, the timer resets and the chain starts over from the first step.

Step-by-step setup

1. Open the Auto Follow-up tab

   Go to the settings of the AI Employee you need and select the Auto Follow-up tab.

2. Turn on the toggle

   Switch Enable Auto Follow-up on.

3. Add a step

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

4. Build the chain

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

5. Save your changes

   Click the save button. From then on, when a customer goes silent, the chat automatically appears in the Auto Follow-up section in the left menu.

Example: a three-step chain

Step	Delay	Instruction
1	4 hours	Remind the user that we’re here and ready to help
2	24 hours	Ask whether the question is still relevant
3	48 hours	Say a warm goodbye and let them know we’re always happy to help if 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 customers and can lead to blocking.

How to write good step instructions

An instruction isn’t the finished message text — it’s a task for the AI. The AI Employee reads the instruction, looks at the conversation context, and writes the message on its own.

Good:

“Gently remind them we’re here. Ask if they have any questions left. Don’t be pushy.”

Bad:

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

More examples of good instructions:

• “Check whether the customer has made a decision. Offer help if they need more information.”
• “Remind them of the special offer we discussed. Don’t pressure them, just refresh their memory.”
• “Ask if everything is okay. If the customer doesn’t reply, say a warm goodbye.”

The more specific the task, the better the result. But don’t write the finished text — give the AI Employee room to phrase the message naturally.

How it works with other settings

Persona. The reminder style depends on the AI Employee’s Persona. If the Persona sets a friendly, informal tone, reminders will follow that style too. Auto Follow-up doesn’t overwrite the Persona — it works on top of it.

Working Hours. If the AI Employee has a schedule, reminders are sent only during working hours. Make sure the delays and the schedule don’t conflict.

Channels. Auto Follow-up works in all of the AI Employee’s connected channels — Telegram, WhatsApp, the website widget, and others.

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FAQ

Why is the Auto Follow-up section empty even though there are active chats?

Most likely, Auto Follow-up isn’t turned on for any AI Employee. Check the Auto Follow-up tab in each AI Employee’s settings — the toggle must be on and at least one step with an instruction must be added.

What happens if the customer replies before a step fires?

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

Does the AI Employee send the exact text from the instruction?

No. You write an instruction — a description of the task — and the AI Employee writes the message on its own, taking into account the conversation context and its Persona.

How many steps can I add?

There’s no limit on the number of steps. In practice, 2-3 steps work best. More than three reminders usually feel like spam.

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

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

Does Auto Follow-up work in all channels?

Yes, in all of the AI Employee’s connected channels.

Will Auto Follow-up send a message outside working hours?

If the AI Employee has working hours set up, the reminder waits until working hours begin.

Does Auto Follow-up use tokens?

Yes, each reminder sent uses tokens just like a regular AI Employee reply.

Can I turn off Auto Follow-up for a single chat?

No, Auto Follow-up is configured at the AI Employee level and works for all of its chats. If a customer asks you not to write to them, add a matching instruction to the Persona.