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User ManualNeed configuration, code or deployment details? In the Technical Manual: Cadences — automated re-engagement follow-ups

Follow Up Automatically

Who it's for and what you get​

For managers who run automated text outreach and do not want conversations to die when a customer goes quiet.

When it is done:

  • the AI texts your contacts and holds the conversation;
  • when a customer stops replying, a cadence sends the next follow-up after the silence you chose, for example after an hour and again after a day;
  • each follow-up is your own fixed text or written by the AI from the conversation;
  • follow-ups go out only while your business hours calendar is open, in the customer's own time zone;
  • a customer who replies, or texts STOP, is never nudged again.

Before you start​

Cadences follow up automated text conversations: the ones the AI starts from an Automatic activity load. They do not send messages in conversations agents have in the messaging workspace.

You needWho sets it up
An SMS provider and a texting numberYour administrator; see Phone and SMS setup
An AI provider connection the profile can useYour administrator or AI content manager; see AI connections
The feature SMS Omnichannel Automation, which also turns on Omnichannel Management and Contact Center Business HoursYour administrator, in Tools > Features
A manager role with Manage cadences, Manage Contact Center business hours, Manage activity batches, Manage subject flows and Manage dispositions, plus access to AI profilesYour administrator; see Roles and permissions
Can't find it?

What you see depends on your role. If the menu, a button or a setting on this page is missing, ask your administrator to give you the permission listed above or to turn on the feature. Only administrators can turn features on and change site settings.

Steps​

  1. Create the AI profile. Under Artificial Intelligence > Profiles, click Add Profile and pick a Text messaging starting point such as Qualify leads by text or Customer care by text. It fills in the opening message and the instructions. Make sure Start the conversation automatically is on. See AI profiles and Automated AI SMS and voice.
  2. Set up the subject and its outcomes. Create an outbound subject, its dispositions, and a subject flow. On each flow action, fill in When to choose this disposition so the AI knows which outcome to pick. See Subjects, Dispositions and Subject flows.
  3. Add the texting number. The number the AI sends from must be on Omnichannel Addresses with Text messages (SMS) ticked. See Omnichannel addresses.
  4. Set your business hours. Create the calendar that says when follow-ups may be sent. See Business hours.
  5. Build the cadence. Under Interaction Center > Management > Cadences, add a step for each follow-up, with how many minutes of silence come first, and a Defined message or AI-generated text. See Cadences.
  6. Load the conversations. Create an Automatic activity load with the subject, the campaign, the AI profile, SMS as the channel and your texting number. Under the AI options, pick the cadence as Re-engagement, pick the Business hours calendar, and choose a reply delay. Filter the contacts, save, and choose Actions > Load batch. See Automated AI SMS and voice and Load activities.
  7. Review the results. Each finished conversation is completed with a disposition and a summary. Open Review AI conversation on the contact's activity to read it. See Automated AI SMS and voice.

Check that it works​

  1. Make a test contact with your own mobile number, and load a small automatic batch for just that contact, with a cadence whose first step is a few minutes.
  2. Within about five minutes, your phone receives the opening message.
  3. Do not reply. After the first step's minutes, while the calendar is open, the follow-up arrives.
  4. Reply to the follow-up. The AI answers, and because you replied, no more follow-ups are sent.
  5. Load another test batch for yourself and text STOP: no follow-up is ever sent.

Tips​

  • 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.
  • Each step's minutes are counted from the last message the automation sent, not from the start of the conversation.
  • The cadence is copied onto each activity when the load runs, so editing the cadence later does not change conversations already in progress.
  • Use AI guidance on an AI-generated step to steer its tone, for example keep it short and friendly, and offer a call back.
  • A customer who asks for a person can be handed to an agent, if the subject allows it. See Let the AI answer your customers.