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 Pulse REI 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 Pulse REI 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 the weekly CRM support call or reach out through your REI Pulse support channel.