Follow-ups & Outreach

Automated message sequences sent to a client after a specific event or time period, plus one-off broadcast campaigns to a targeted client segment. Follow-ups keep leads and customers engaged even when your team is offline, targeting them by status, label, and timing.

In the app

Open Outreach in the left sidebar (the page is titled Follow-ups & Outreach) at app.mychatbot.app/follow-up. Click Create to add a new sequence or campaign.

At a glance

You need	Where	Result
A client status and/or label to target	Applied by your agent during conversations	Defines who the follow-up applies to
A silence-triggered sequence	Outreach → Create → Postponed contextual	Messages fire step by step when a matching client goes silent
A one-time broadcast	Outreach → Create → Immediate outreach	A campaign wizard with audience preview, scheduling, and delivery results
The sequence to go live	Publish the follow-up	Draft follow-ups never fire until published

Connect in 3 steps:

1. Make sure your agent applies the target status/label during conversations (see Labels and statuses).
2. Go to Outreach → Create and target a status + label combination.
3. Define the message and the delay (time since the last message or status change), then Publish.

Two kinds of outreach

When you click Create, you enter a name (Choose a name) and pick an Outreach type:

Type	What it does	When to use
Postponed contextual	"Triggers when the client goes silent in a conversation." — fires automatically for matching clients	Ongoing lead nurturing and re-engagement (the classic follow-up sequence)
Immediate outreach	"Send a one-time outreach to selected clients." — a one-off campaign, run now or at a scheduled time	Announcements, promos, re-activation blasts, call campaigns to a segment

Choosing Postponed contextual and clicking Save adds the sequence to the list; choosing Immediate outreach and clicking Continue opens the campaign wizard right away.

The outreach list

Every follow-up and campaign appears in one table with columns Name, Status, Type, Executed, For Status, With Labels, and Actions.

Column	What it shows
Status	Draft / Live for postponed sequences; the run lifecycle for immediate outreach (see Run lifecycle and statuses)
Type	Postponed, Immediate, or AI Generated (created by an agent, not by you)
Executed	How many times the follow-up fired; for immediate outreach — messages delivered, or "N ready" before the run
For Status / With Labels	The status and label targeting of the sequence
Actions	Edit (pencil), delete (trash), and publish/unpublish toggles — each asks for confirmation

Additional list behaviors:

• Show AI-generated — a checkbox that appears once your agents have created follow-ups on their own (for example via self-scheduled reminders). AI-generated entries are hidden by default; the preference is remembered per account.
• Deleting or (un)publishing always shows a confirmation ("You sure you want to delete this Follow-Up?" / "…publish…" / "…unpublish…").
• The Create button is disabled if the account has no active subscription plan.

Postponed contextual follow-ups

How it works

A follow-up is triggered by the combination of:

1. Client status — e.g. qualified_lead, dropped.
2. Client label(s) — e.g. pricing_question, B2B. You choose whether the client must carry all selected labels (and) or any of them (or).
3. Time period — how long the client has been silent since the last message.

You set the target status, labels, and pipeline in the Start node settings of the sequence. When a matching client goes silent for the configured time, the entry step fires; each further step fires after its own delay of continued silence. A client reply stops the sequence — the condition for every step is silence.

WARNING

A follow-up only fires when a client actually carries the targeted status/label. Your agent applies those tags during conversations based on its instructions — so if your instructions never tell the agent to tag that status/label combination, the sequence never triggers. Configure the tagging first (see Labels and statuses).

The Follow-up Builder

Clicking the edit (pencil) action on a postponed follow-up opens the Follow-up Builder at app.mychatbot.app/follow-up/<id>: "Organize the silence follow-up sequence and fine-tune the messages each step sends." You can rename the sequence inline (Follow-up Name), and the builder shows:

• An Entry step card — the first message. Its footer reads "Triggers when the contact has been silent for X" (or "Triggers as soon as the targeting criteria match." if no delay is set). Buttons: Edit targeting & intro and Edit message.
• Numbered Step cards — each shows a content preview, a Custom message badge if applicable, an attachment count, and "Wait X after the previous step." (or "Sends immediately after the previous step."). Buttons: Delete, Edit content, Move up, Move down.
• An Add follow-up step button to extend the sequence.

Click Save in the builder header to persist all changes; Cancel returns to the list without saving.

Entry conditions — Start node settings

Edit targeting & intro opens the Start node settings modal: "Fine-tune who enters this follow-up and when it fires."

Setting	Options	Default
Pipeline	Add pipeline to restrict entry to specific pipelines; Clear to reset	"No pipelines selected (all pipelines)"
Statuses	One target funnel status (Change / Reset)	All statuses
Labels	Multiple labels via Add label; an and / or toggle appears once labels are selected	No labels; or
Follow-up hours	Set follow-up hours — pick days of the week, hours, and timezone during which the sequence may send	Always
Condition	Fixed: silence	—
Delay	Days / Hours / Minutes / Seconds of client silence before the entry step fires	0 (fires as soon as targeting matches)
Email Settings	Generate Email Subject automatically based on instructions — when on, per-step subjects are ignored and generated by the AI	Off

Step content — Edit action

Edit message (entry step) or Edit content (any step) opens the Edit action modal:

Setting	Behavior
Name	The step's display name in the builder
Email subject (if channel is email)	Optional; disabled and marked "(Generated automatically)" when auto-generation is on in Start node settings
Message type	Agent instructions — "Describe the goal and talking points for the assistant." The agent writes a personalized message. Custom message — "Write the exact message the assistant should send." Sent verbatim
Add attachment	Attach files to the step (up to 10 files, 10 MB each). Instructions and custom message keep separate attachment lists
Delay after previous step	Days / Hours / Minutes / Seconds of continued silence (not shown on the entry step — its delay lives in Start node settings)
Run alternative instruction if delivery fails	Off by default. When on, enter what the assistant should do if the message is not delivered — "e.g. create a deal, notify a manager". Saving with the toggle on and an empty instruction is blocked: "Please enter an instruction for the delivery-failure case, or turn the toggle off."

Publishing

New follow-ups start as drafts. A draft is fully editable but will not fire until you publish it. Use Publish Follow-Up when the sequence is ready, and Unpublish to pause it without deleting it.

Assign to an agent

Follow-ups run in the context of a specific agent. Attach the published sequences you want an agent to use from its configuration.

In the app

Open your agent's configuration, go to the Toolkit section, and add sequences under Follow ups. Only published follow-ups take effect — a draft badge means "publish to activate." You can also enable Allow agent to self schedule follow-ups so the agent can queue reminders on its own during a chat.

Follow-up sequence example

Chain multiple steps in one sequence:

1. Entry step — 2 hours after the client with status dropped goes silent.
2. Step 1 — 1 day after the entry step if there's still no response.
3. Step 2 — 3 days after Step 1 if still no response.

Any reply from the client stops the remaining steps.

Immediate outreach

Create a follow-up with type Immediate outreach and click Continue — the app opens the campaign wizard at app.mychatbot.app/follow-up/immediate/<id>. The wizard has four blocks: Client Targeting, Audience Preview, Outreach Configuration, Message, and Schedule, plus a live status header once the campaign is saved.

Client Targeting

Start with Client Source:

Client Source	Who is included	Extra filters shown
Clients with chats (default)	Clients that already have a conversation	Channels (where they've chatted) and Activity window
All clients	Every client matching the filters, with or without chats	Created/Imported date range (defaults to the past 7 days when you switch, to avoid selecting your entire base)
Clients without chats	Imported/created leads that have never chatted	Created/Imported date range

Then narrow the audience:

Filter	Behavior
Pipeline	"No pipeline selected (all pipelines)" until you add one
Statuses	Multiple statuses (any-of); Include empty also matches clients with no status
Agents	Filter by the agent(s) that handled the client
Labels	Multiple labels — clients must match all selected labels; Include empty also matches clients with no labels
Managers	Filter by assigned manager; "No managers selected (all managers)"
Contact details	Has phone number / Has email — "Only include clients that have the selected contact details stored."
Channels (Clients with chats only)	Filter by the channel the existing chat is on
Activity window (Clients with chats only)	Past N days (default 7, max 365) or a custom Date range of last activity
Filter by custom field	Up to 10 filters on fields from the lead's Additional information — operators is, contains, is one of (comma-separated values). Field names are case-sensitive (Location ≠ location)
Audience limit	Limit to N clients (1–10 000); empty means No limit

Audience Preview

The Audience Preview section refreshes automatically as you change filters. It shows:

• Matched count — e.g. "128 clients (of 5 000 total)" when an audience limit truncates the match.
• A table of the matched clients: Client, Company, Email, Phone, Last Agent, Manager, Created at, Last active, Chats — with Open links straight into each client's chat.
• "No clients match the current filters." when the audience is empty — you cannot save an outreach with zero matches.

TIP

The preview is exactly the audience that will be contacted at run time. Use the Open links to spot-check a few clients before sending.

Outreach Configuration

Choose which channel(s) send the messages. Only channels that can initiate conversations are offered — Personal WhatsApp, Telegram account, Viber, Email, Calls, and SMS — and each option is listed together with its agent, e.g. "Personal WhatsApp (Sales Agent) - +1555…".

Client Source	Channel field	Behavior
Clients with chats	Channel (optional)	Default is Use existing chat (most recent) — "Messages will be sent to each client's most recently active chat." Pick a channel only to start new conversations instead
All clients / Clients without chats	Channel (required)	You must select the channel used to initiate conversations; saving without one shows "Please select a channel to initiate outreach for clients without chats"

Nuances:

• Multiple channels: "Channels will be attempted in order. The first successful send stops further attempts for that client."
• If no channel can be offered: "No active outreach channels available. Connect a Personal WhatsApp, Telegram Account, Viber, or Email channel to enable outreach."
• Channels whose agent is turned off are hidden: "Some channels are hidden because the agent is off: … Enable the agent to use these channels."

Message

"Choose how the outgoing message is generated." Two tabs (plus Email Subject & Attachments when an Email channel is selected):

Tab	Behavior
Agent instruction	"Describe the outcome, tone, and key talking points for the agent's message." — "The agent will use this instruction to generate a personalized message for each client."
Custom message	"Write the exact message to send. Use {name} and {context} as placeholders." — "This exact message will be sent to all targeted clients."
Email Subject & Attachments	Subject line and file attachments for Email sends

Both message tabs support attachments, and both expose Omit core instructions: "If enabled, the agent will only use the instructions provided here and will ignore its general core instructions." Useful when the campaign message should not be colored by the agent's normal sales persona.

Schedule

Setting	Behavior
Run now	"Running now will start in ~3 minutes to allow processing."
Schedule for later	Pick a date/time under Schedule at; the header then shows Scheduled run and an Estimated start → end window based on audience size and send rate
Call time adjustment per lead	(Schedule for later only.) Shift the send time into each lead's own timezone: 1) add a field (e.g. timezone) to each lead's Additional information with an IANA value like America/New_York (recommended) or a UTC offset like -5; 2) select that field under "Which field in your leads stores the timezone?". A built-in Timezone reference lists copyable values by region, including US states. The value must be a timezone, "not a place name like Texas"
Sending interval	"Limit the send rate to avoid messenger bans. Leave empty to send without throttling." — N messages per interval every S seconds interval (up to 1 000 messages / 86 400 s). A summary shows e.g. "10 messages every 3600s (≈ 1h)"; empty = "No interval (send as fast as possible)"
Number of lines	(Calls channel only.) "Concurrent call lines for this campaign. Leave empty to use the channel default."

WARNING

Cold messaging over personal messenger channels can trigger anti-spam bans. For larger audiences, always set a Sending interval — the header's Estimated end time updates so you can see how long the campaign will take.

Saving and the run lifecycle

Click Save outreach to arm the campaign. Validation requires a non-empty audience, a scheduled time when Schedule for later is selected ("Choose a date and time to schedule the follow-up"), and a channel for audiences without chats.

Status	Meaning
Draft	Created but not yet saved/armed
Scheduled	Armed and waiting for the run time
Queued / Starting up	The run is being picked up
Running	"This outreach is currently running. Progress updates will appear below." — the header shows a live Progress bar (delivered / matched, %)
User Paused	You clicked Pause
Completed	Finished; the wizard becomes Read only
Failed	The run failed; errors are listed in the header

Controls while a campaign is scheduled or active:

• Pause / Resume — available for scheduled, queued, starting, and running campaigns. Pausing before the run has started shows "This outreach was paused before it started running. You can resume it, or edit as draft to make changes."
• Edit as Draft — only for campaigns paused before their first send; moves the outreach back to Draft: "Outreach moved to draft. You can now edit and re-schedule it."
• Lock window — within ~3 minutes of the scheduled run time the form becomes read-only: "This outreach is scheduled to run soon and cannot be modified." The save button reads Scheduled soon.

Outreach Results

After the run, the Audience Preview is replaced by Outreach Results — "Results of the outreach execution." It shows totals (N chats, delivered, failed) and a per-client table: Client, Email, Phone, Channel, Status (Sent / Failed), and Error with the delivery failure reason. Client names link to the resulting chats, so you can follow up on replies directly.

Use cases

• Lead re-engagement — a postponed sequence on status dropped: nudge after 2 hours, again after 1 day, final offer after 3 days.
• Promo broadcast — immediate outreach to Clients with chats active in the past 30 days, sent to each client's most recent chat.
• Cold lead activation — import leads, then immediate outreach to Clients without chats via Personal WhatsApp with a throttled sending interval.
• Regional call campaign — immediate outreach on the Calls channel, scheduled at 10:00 with Call time adjustment per lead so every lead is called at 10:00 local time.
• Segmented announcements — target by custom fields (e.g. Location is one of Texas, New York) plus labels and pipeline stage.

Best practices

• Keep messages conversational and personalized.
• Include a clear call-to-action.
• Vary the timing — increase the interval between messages.
• Use a different hook in each follow-up message.
• Limit sequences to 3–5 messages to avoid being intrusive.
• Remember to publish — a perfectly configured draft still sends nothing.
• For immediate outreach, start with a small Audience limit to validate the message before the full send.

Test it

1. Postponed: create a Postponed contextual follow-up targeting a test status (e.g. test_followup) with a short entry delay (2–3 minutes), Publish it, and attach it to your agent's Toolkit → Follow ups.
2. Open a test chat with your agent, have it set the test_followup status (or set it manually on the client card), then stay silent — the entry step message should arrive after the delay, and the list's Executed column should increment.
3. Reply to the follow-up — the remaining steps should stop.
4. Immediate: create an Immediate outreach, filter the audience down to your own test client (e.g. by label or custom field), confirm the Audience Preview shows exactly 1 client, pick Run now, and Save outreach. Within ~3 minutes the status should move through Scheduled → Running → Completed, and Outreach Results should show your client as Sent.

See also

• Labels and statuses
• Email channel — enabling an inbox for automated outreach