How Do Automatic Customer Follow-Ups Work?
Automatic follow-up is the controlled continuation of a real customer journey. It should use the original intent and current business state, contact the customer at an appropriate time, stop when the objective is complete, and respect consent, quiet hours, channel policies, and opt-outs.
What can trigger an automatic follow-up?
Triggers may include an idle inquiry, incomplete qualification, unanswered booking question, abandoned basket, failed or expired payment, missing address, requested callback, fulfillment milestone, or post-purchase feedback window. Every trigger needs an eligibility rule and a reason recorded in the workflow.
When is a customer considered idle?
The business defines an inactivity period appropriate to the journey. A restaurant checkout may require a shorter window than a property inquiry. RaddAI should verify that the customer has not already replied, paid, booked, opted out, or completed the action before sending anything.
Can follow-up use the original conversation?
Yes. A useful follow-up can reference the customer’s original intent, selected product or service, basket, booking request, valid offer, and unresolved question. It should not expose sensitive information or rely on data that is stale or no longer valid.
How are abandoned orders recovered?
RaddAI can return to the unresolved step, revalidate prices and availability, answer the blocking question, regenerate a valid payment link, or ask for missing information. It should prevent accidental duplicate orders and stop the sequence as soon as the order is completed or cancelled.
What happens after a failed payment?
When a supported payment-status event indicates failure or expiry, the agent can explain that the order is not yet confirmed, offer a new secure payment step, or present another eligible method. Ambiguous payment states should be verified before another charge is attempted.
Can follow-up happen on another channel?
A cross-channel sequence may be possible when the customer has provided the necessary consent and the business has valid access to the target channel. Moving from Instagram to WhatsApp or email must still respect identity, template, message-window, and regional rules.
How are frequency and quiet hours controlled?
Configuration should define the delay, local time zone, quiet hours, maximum number of attempts, spacing between attempts, approved message variants, suppression periods, and responsible escalation path. More messages do not automatically create better results.
How does a customer stop follow-ups?
Clear opt-out language and suppression behavior should be implemented. A direct request to stop must update the relevant workflow so the customer is not repeatedly re-enrolled by another trigger.
How is performance measured?
Useful measures include eligible conversations, follow-ups sent, replies, recovered leads, completed bookings, recovered orders or payments, opt-outs, complaints, escalation rates, and time to outcome. Attribution should distinguish an automated recovery from an unrelated later purchase.