> For the complete documentation index, see [llms.txt](https://docs.zaia.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.zaia.app/documentation/cookbook/tools/how-to-fix-follow-ups-not-triggering.md). # How to Fix Follow-ups Not Triggering Follow-ups are powerful for re-engagement, but they fail silently when **Conversation Stage** or **Scheduling Prompt** are misconfigured. This guide shows exactly what goes wrong and how to fix it. > 💡 **Tip:** While creating or editing Follow-ups, you can use the **AI Assistant** available in the tool modal to get contextual help. If you're unsure about how to structure your Conversation Stage or Scheduling Prompt, click the AI button for instant guidance. *** ### 🧠 How Follow-ups Actually Work **Critical concept:** The Agent evaluates follow-up conditions **at the moment it sends a message** — not in the future. * The Agent **cannot predict** if the user will reply * It **evaluates the present state**: Is information missing? Is the conversation open? * If the condition matches → it schedules the follow-up message **This is why future assumptions break follow-ups:** ❌ **Wrong:** "If the user doesn't reply..." (Agent can't know this yet) ✅ **Right:** "The user asked about pricing but didn't confirm the plan" (present state) *** ### 🔧 Troubleshooting: Why Follow-ups Don't Trigger #### 1️⃣ Conversation Stage Uses Future Assumptions **Problem:** You write conditions about what *might* happen, not what *is* happening. | ❌ Wrong | ✅ Correct | | ------------------------------------- | --------------------------------------------------------- | | "If the user doesn't reply in 10 min" | "User asked for proposal but hasn't shared details" | | "If they need more time" | "User showed interest but paused the conversation" | | "If they don't choose" | "User requested info but stopped before selecting option" | **Fix:** Describe the **current conversation state**, not future outcomes. *** #### 2️⃣ Scheduling Prompt Is Too Vague **Problem:** No specific time or unclear action. | ❌ Wrong | ✅ Correct | | ----------------- | ------------------------------------------------------ | | "Follow up later" | "After 30 minutes, ask if they need help choosing" | | "Send a reminder" | "In 1 hour, remind them support is available" | | "Check in" | "After 10 minutes, ask if I can send the full catalog" | **Fix:** Always include **time + specific action**. *** #### 3️⃣ Ignoring WhatsApp/Instagram 24-Hour Window **Problem:** Follow-up scheduled beyond 24 hours from user's last message. **Solution:** On WhatsApp/Instagram, follow-ups must be within 24 hours. After that, the message won't deliver (Meta's policy). *** #### 4️⃣ Follow-up Canceled by User Response **Problem:** User replies before the scheduled time → all pending follow-ups auto-cancel. **This is expected behavior.** If the user re-engages, the Agent may schedule new follow-ups based on updated context. *** ### 📋 Before/After Examples #### Example 1: Car Sales Agent | Aspect | ❌ Before | ✅ After | | ---------------------- | ----------------------------- | ------------------------------------------------------------- | | **Conversation Stage** | "If customer doesn't respond" | "Customer asked about models but hasn't specified preference" | | **Scheduling Prompt** | "Send follow-up" | "After 15 minutes, ask which model interests them most" | | **Result** | Never triggers | Triggers when condition matches | #### Example 2: Pricing Inquiry | Aspect | ❌ Before | ✅ After | | ---------------------- | ------------------------ | ---------------------------------------------------------- | | **Conversation Stage** | "If they need more info" | "User requested pricing but didn't confirm plan selection" | | **Scheduling Prompt** | "Follow up later today" | "In 2 hours, check if they're ready to choose a plan" | | **Result** | Vague, unreliable | Clear, predictable | *** ### ✅ Validation Checklist Before activating follow-ups, verify: * [ ] **Conversation Stage** describes present state (not "if user doesn't...") * [ ] **Scheduling Prompt** includes specific time (10 min, 1 hour, etc.) * [ ] **Scheduling Prompt** includes specific action (ask, remind, check) * [ ] On WhatsApp/Instagram: follow-up is within 24 hours of user's last message * [ ] You tested in Internal Chat and saw the follow-up schedule correctly * [ ] You understand that user replies before scheduled time = auto-cancel *** ### 🚀 Next Steps * Review your existing follow-ups against this checklist * Edit Conversation Stages to describe present context * Update Scheduling Prompts with specific times and actions * Test in Internal Chat before deploying to production --- # Agent Instructions This documentation is published with GitBook. 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