# Follow Up Tool

The **Follow Up Tool** allows an Agent to schedule proactive messages based on the **current conversation context**, enabling timely re-engagement when the user stops responding — without breaking the conversational flow.

This tool is especially useful for sales, lead qualification, onboarding, reminders, and pending decision scenarios.

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### 🔎 What the Follow Up Tool Does

* Schedules one or more follow-up messages during a conversation.
* Uses **conversation context and conditions** to decide *if* a follow-up should be scheduled.
* Defines **when** the message should be sent and **what** it should say.
* Automatically cancels follow-ups if the user re-engages before the scheduled time.
* Allows operators to **view, edit, or delete** scheduled follow-ups directly from the conversation history.

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### ⏱️ Channel Limitation (Important)

When the Agent is connected to **WhatsApp Official** or **Instagram**, follow-ups must respect the **24-hour messaging window**:

* The follow-up must be scheduled **within 24 hours of the user’s last message**.
* If the window expires, the follow-up will not be delivered.

This behavior follows Meta’s official messaging policies.

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### 🧠 How Follow Ups Are Evaluated

The key concept to understand:

> **The Agent evaluates follow-up conditions at the moment it sends a message — not in the future.**

#### What this means in practice:

* The Agent **does not know** whether the user will reply or not.
* It **predicts the need for a follow-up** based on:
  * The current conversation state
  * The user’s intent
  * What information is still missing
  * Whether the conversation feels “open” or “pending”

If the condition matches, the Agent:

1. Decides that a follow-up *may be needed*
2. Reads the scheduling prompt
3. Schedules the message for a future time

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### ⚙️ Tool Configuration

Each Follow Up entry contains:

#### 1️⃣ Name

A short identifier for the follow-up scenario.

Example:\
`Waiting for car preference`

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#### 2️⃣ Conversation Stage

Describes **when this follow-up should be scheduled**, based on the current state of the conversation.

This is **not** about future behavior.\
It’s about **what is true right now**.

**✅ Good examples of conversation stages:**

* “The user asked about cars but hasn’t specified a model or brand yet.”
* “The user showed interest in pricing but didn’t confirm the plan.”
* “The user requested information but stopped responding before choosing an option.”
* “The user asked for a proposal but hasn’t shared required details.”

❌ Avoid future assumptions like:

* “If the user doesn’t reply…”\
  (The Agent cannot know this yet.)

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#### 3️⃣ Scheduling Prompt

Defines **when** the follow-up should be sent and **what message** should be scheduled.

This prompt tells the Agent:

* How long to wait
* What tone to use
* What question or reminder to send

**✅ Good scheduling prompt examples:**

* “After 10 minutes, ask if I can send the complete list of available cars.”
* “In 30 minutes, politely check if the user needs help choosing a plan.”
* “After 1 hour, remind the user that support is available if they have questions.”
* “Later today, follow up asking if the proposal should be adjusted.”

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### 🔄 Runtime Behavior

#### Scheduling

* Follow-ups are scheduled immediately after the Agent sends a message.
* The scheduled message appears in the conversation history.

#### Automatic Cancellation

* If the user sends **any message before the follow-up time**:
  * All pending follow-ups are automatically canceled.
  * The Agent may schedule **new follow-ups**, based on the updated context.

#### Manual Control

Operators can:

* See scheduled follow-ups inside the conversation timeline
* Edit:
  * Send date and time
  * Message content
* Delete follow-ups if needed

This gives full operational visibility and control.

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### 🔁 Fallback Follow Up (Optional)

You can define a **Fallback Follow Up**, used when:

* None of the configured follow-up conditions match
* The Agent still considers a re-engagement useful

This ensures the Agent always has a safe default behavior.

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### 📌 Practical Example

**Conversation**\
User: “I want to know more about cars.”

Agent asks follow-up questions (brand, model, type).

**Conversation Stage**\
“The user showed interest in cars but hasn’t specified which one yet.”

**Scheduling Prompt**\
“After 10 minutes, ask if I can send the complete list of available cars.”

**Result**

* Follow-up is scheduled
* If the user replies before 10 minutes → follow-up is canceled
* If not → message is sent automatically

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### 🧠 Best Practices

* Write conversation stages based on **present context**, not future outcomes.
* Keep scheduling prompts clear and time-specific.
* Use follow-ups to unblock decisions, not to spam users.
* Always respect the 24-hour window on WhatsApp and Instagram.
* Monitor and adjust follow-ups from conversation history when needed.


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