How to send an automatic follow-up when the conversation becomes inactive
Create a rule that sends a message automatically when the customer stops replying for a period of time you define.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
A lot of sales are lost because no one follows up with the customer who disappeared. With an inactive conversation rule, Cognizy sends the follow-up message for you, after the hours or days you choose.
Where to find it in Cognizy
Before you start
- Have a channel connected, such as WhatsApp.
- Only the owner and administrators can create rules.
Step by step
- Step 1:
Open and click New rule.
- Step 2:
Give the rule a Name and, under When, choose Inactive conversation.
- Step 3:
Under If, click Add condition and set the time: choose Hours inactive or Days inactive and enter the number.
- Step 4:
Under Then, click Add action, choose Send follow-up and write the message the customer will receive.
- Step 5:
Leave Active turned on and click Save.
- Step 6:
The rule appears in the list. From now on, every conversation that stays inactive for the defined time will receive the message.
How to know it worked
The rule appears in the list as active, and inactive conversations start receiving the message automatically.
If something goes wrong
The message was not sent on official WhatsApp.
On Meta's official WhatsApp, after 24 hours without a reply from the customer, only an approved template message can be sent. Use a time shorter than 24 hours or a template.
The customer received a follow-up even after closing the deal.
Add a Status condition so the rule applies only to open conversations.
Next step
See how to enable, edit, or delete conversation rules.
Sign in with your Cognizy account to save your progress.
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