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Cadences - Automatic Follow-ups

A cadence is a reusable series of follow-up messages for automated SMS conversations. When a customer stops replying, the cadence sends the next step after the silence you chose, for example a nudge after an hour and another after a day. Each step can be a fixed message or written by the AI.

MenuInteraction Center > Management > Cadences
PermissionManage cadences
FeatureOmnichannel Management; follow-ups are sent by SMS Omnichannel Automation

Create a cadence​

  1. Open Interaction Center > Management > Cadences and click Add cadence.
  2. Enter a Name and optional Description, and leave Enabled ticked.
  3. Click Add step for each follow-up:
    • After (minutes): how long the customer must be silent, counted from the last message the automation sent.
    • Message source: Defined message (your exact text) or AI-generated (the AI writes it from the conversation).
    • Message text, or AI guidance (optional) for an AI step.
  4. Click Save.

The number of steps is the most follow-ups a customer will ever get. After the last step, the conversation ends on its normal no-response timeout.

Use a cadence​

On an Automatic activity load, pick the cadence under Re-engagement. With No follow-up cadence, nobody is followed up. Pick a Business hours calendar on the same load to send follow-ups only while you are open, in the customer's time zone.

The cadence is copied onto each activity when the load runs, so later edits do not change conversations already in progress. A customer who replies, or texts STOP, is never nudged.