Steps and facts
- In Configuration enable policy-safe follow-ups only after testing your main conversation workflow.
- Follow-ups depend on the opportunity, conversation state, inactivity and channel policy. Human-controlled or ineligible conversations must not receive unwanted automation.
- Review the scheduled next action and the customer's latest message. A new reply can cancel a pending inactivity follow-up.
- Channel sending windows, templates and provider permissions still apply. An overdue opportunity does not permit an out-of-window free-text message.
- Use teammate review when automation is blocked or a personal commercial decision is needed. Pause follow-ups if customers receive irrelevant reminders.