Starting/stopping follow ups

How to Start & Stop Follow-Up

✅ How to START an Automated Follow-Up Sequence

Step 1: Open Your Conversation AI Bot

• Go to AI Agents → Conversation AI

• Either:

  • Create a new bot, or

  • Edit an existing one

👉 This is where all follow-up automation is controlled.

Step 2: Go to “Bot Goals”

• Inside your bot, click Bot Goals

• Scroll to Set Up Your Actions

• Click Auto Follow-Up

👉 This section defines when and why follow-ups are triggered.

Step 3: Turn ON Follow-Up Scenarios

You must enable at least one scenario for follow-ups to start working.

There are 3 main triggers:

1. Contact Stops Responding

• Sends follow-ups when a lead goes silent

• Example: No reply after a message

2. Contact is Busy

• Follows up when a lead says things like “I’m busy”

3. Contact Requests Follow-Up

• Automatically schedules based on requested time

👉 These scenarios are important because the system uses AI to detect real conversation intent—not just timers.

Step 4: Add Follow-Up Messages

For each scenario:

• Set delay timing (minutes, hours, or days)

• Choose:

  • AI-generated message, OR

  • Custom message

• (Optional) Trigger a workflow

👉 You can add up to 5 follow-ups per scenario to create a sequence.

Step 5: Configure Follow-Up Settings (Important)

• Set business hours (so messages send at the right time)

• Enable dynamic channel switching (e.g., chat → SMS)

👉 This improves response rates and avoids annoying leads with bad timing.

Step 6: Click SAVE

• Click the main Save button

✅ Your follow-up sequence is now LIVE and running automatically.

🛑 How to STOP or PREVENT Follow-Ups

Follow-ups don’t always need manual stopping—the system is designed to stop automatically when appropriate.

1. When a Lead Replies

• The sequence automatically resets and stops

• No more follow-ups are sent

👉 This prevents over-messaging and keeps conversations natural.

2. When the Conversation is “Closed”

The system will skip or cancel follow-ups if the lead:

• Says “not interested”

• Asks to stop messaging

• Shows frustration

• Ends the conversation naturally

👉 This is AI-based decision-making to protect user experience.

3. When the Bot is Turned OFF

• If the bot is inactive → no follow-ups will send

4. If Conditions Change (Auto Suppression)

Follow-ups are automatically stopped if:

• Lead is disqualified

• Lead opts out

• Conversation no longer needs follow-up

👉 You don’t need to manually manage this—it’s built in.

⚠️ Important Notes You Should NOT Miss

❌ Don’t Trigger Follow-Ups Using Workflows

• Using external workflows to send follow-ups can break the system logic

👉 Always use the built-in Auto Follow-Up feature only.

🔁 Follow-Ups Are Context-Aware

• The system checks conversation context before sending

• It may skip messages if they no longer make sense

👉 This keeps messages relevant and human-like.

🌐 Timezone Matters

• You can choose:

  • Contact’s timezone

  • Or your business timezone

👉 Ensures messages arrive at the right time for each lead.

💡 Simple Way to Think About It

• Start = Turn ON scenarios + set messages + save

• Stop = Happens automatically when the lead engages or opts out

Final Takeaway

Automated follow ups in REI Pulse CRM are designed to work intelligently, not just on timers. Once set up, the system:

• Starts sequences based on real behavior

• Stops them when conversations no longer need follow-up

This ensures you stay consistent without sounding robotic or overwhelming your leads.

Frequently Asked Questions (FAQs)

1. How do I start an automated follow up sequence in REI Pulse CRM?

To start a sequence, go to Conversation AI → Bot Goals → Auto Follow-Up, enable at least one follow-up scenario (like “no response” or “busy”), add your messages, and click Save. Once saved, the system automatically begins sending follow-ups based on lead behavior.

2. When does a follow-up sequence automatically stop?

Follow-ups stop automatically when a lead replies, opts out, or the conversation is considered closed (e.g., not interested). This prevents over-messaging and keeps interactions natural.

3. Can I control what messages are sent in the sequence?

Yes, you can either use AI-generated messages or write your own custom follow-ups. You can also set delays and create multiple steps (up to 5 messages) per scenario.

4. What triggers a follow-up message to be sent?

Follow-ups are triggered by specific scenarios such as:

• A lead not responding

• A lead saying they’re busy

• A lead requesting a follow-up later

The system uses AI to detect these situations automatically.

5. Do I need to manually stop follow-up sequences?

No, manual stopping is usually not required. The system automatically stops or adjusts follow-ups based on the lead’s actions, conversation context, or opt-out status.

Still have questions? Join a live support call Monday and Thursday at 2pm MST, or reach out through your REI Pulse CRM support channel.