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The Follow-up skill sends automated messages when a customer stops responding to your AI agent. Choose an AI-generated or static message, set the delay, and control how many attempts the agent can make. Auto-resolve is a separate skill.

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Prerequisites

  • You created an AI agent in AI Studio. If not, start with Set up your AI agent in AI Studio.
  • WhatsApp is connected and the conversation is handled by the AI agent.
  • You know the Skills tab basics (adding a skill and using its card).
1

Open the Follow-up skill

  • Go to AI Studio and open the AI agent you want to configure.
  • Open the Skills tab.
  • In the Engagement section, add Follow-up if it is not there yet (Add skill → Follow-up → Add).
  • Use the switch on the Follow-up card to turn the skill on.
  • Open the card to configure its settings. Follow-up settings with AI-generated and static message options, the delay, and maximum attempts
2

Choose the message type

Under Message type, choose how the follow-up is written:
  • AI-generated message writes a personalized message from the conversation. Enter Follow-up instructions of up to 500 characters. Each sent message deducts tokens from your balance.
  • Static message sends the same saved Follow-up message to every customer without rewriting it.
3

Set the delay and attempts

Follow-up customer after controls how long the agent waits with no reply between attempts.
  • Enter a number, then choose the unit: Minutes or Hours.
  • The supported range is 1–1380 minutes or 1–23 hours.
  • Under Max follow-up attempts, enter a value from 1 to 5.
  • New settings default to 2 hours and 2 attempts.
Keep the complete follow-up sequence within WhatsApp’s 24-hour window.
4

Save the skill

  • After any change, an Unsaved skillset banner appears at the top of the page.
  • Click Save skillset to apply your settings, or Discard skillset to revert.
Follow-up is active once the switch is on and your settings are saved.

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How AI follow-up works

The timer counts from the customer’s last message. After each delay, the agent sends another follow-up until the customer replies or the configured maximum is reached. A reply stops the sequence and resets the counter for the next quiet period. An AI-generated follow-up uses the conversation and your instructions. A static follow-up sends the saved message exactly as written. The pending follow-up is cancelled if the ticket is resolved manually, closed by Auto-resolve, or handed to a human agent.

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Stay within WhatsApp’s 24-hour window

WhatsApp lets businesses send free-form (non-template) messages only within 24 hours of the customer’s last message — this is Meta’s customer care window. Follow-up messages are free-form messages, so they follow the same rule.
  • If your wait time pushes the send moment past the 24-hour window, WhatsApp does not deliver the free-form follow-up and it is skipped.
  • Keep the delay and all configured attempts well under 24 hours so the complete sequence lands inside the window.
This is a Meta platform policy and can change. For the current rules, see the WhatsApp Business Policy. Check latest Meta docs if you rely on long delays.

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Use Follow-up with Auto-resolve

Follow-up and Auto-resolve are separate skills. A common setup uses both: nudge the customer first, then close the ticket if they still do not reply.
  • Set the Auto-resolve wait longer than the Follow-up wait. This gives the follow-up time to send before the ticket closes.
  • When a ticket auto-resolves, any pending follow-up is cancelled, so the customer never gets a follow-up after the conversation has already closed.
To configure Auto-resolve, see Add and manage skills in AI Studio.

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FAQ

Check whether the customer replied, the ticket was resolved, the conversation was handed to a human, or the wait exceeded WhatsApp’s 24-hour window.
Yes. The agent can send up to the configured Max follow-up attempts while the customer remains quiet. A new customer reply stops the sequence and resets the counter.