The Auto Follow-Up feature in HighLevel’s Conversation AI empowers your bot to automatically send timely outbound messages to contacts who have gone inactive, asked for a follow-up, or stopped responding—eliminating manual follow-up tasks and complex workflows. This smart automation helps you boost engagement and close more deals, all while maintaining natural, responsive conversations.

TABLE OF CONTENTS

• What is Auto Follow-Up in Conversation AI?
• Key Benefits of Auto Follow-Up
• How To Setup Auto Follow-Up in Conversation AI
• Smart Detection of Drop-Off Scenarios
• Dynamic Channel Switching
• Full Visibility in AI Response Info
• Frequently Asked Questions
• Related Articles

What is Auto Follow-Up in Conversation AI?

Auto Follow-Up is an intelligent automation tool within HighLevel’s Conversation AI that detects when a contact drops off, becomes inactive, or requests a future follow-up, and then schedules and sends follow-up messages automatically. By leveraging AI, the system recognizes common drop-off scenarios—such as a user saying they’re busy, asking for a specific follow-up time, or simply not replying—and ensures that your leads remain engaged without requiring manual intervention.

Key Benefits of Auto Follow-Up Action in Conversation AI

• Reduces manual workload: Automates follow-up messages so your team spends less time on repetitive outreach.
  
  

• Boosts engagement: Sends timely, personalized follow-ups that keep conversations moving forward.
  
  

• Minimizes lead leakage: Ensures every contact gets a follow-up so no lead is missed or forgotten.
  
  

• Supports custom messaging: Lets you use AI-generated follow-ups or write and control the message yourself.
  
  

• Integrates with workflows: Triggers actions like tagging contacts, assigning conversations, or notifying users automatically.
  
  

• Respects business hours: Only sends follow-ups during the working hours you define.
  
  

• Switches channels dynamically: Moves between channels (like Live Chat to SMS) to improve deliverability and reach.
  
  

• Provides full visibility: Shows all scheduled follow-ups in the Response Info panel so you can track what’s happening.

How To Setup Auto Follow-Up in Conversation AI

Proper setup of Auto Follow-Up ensures your Conversation AI bot can re-engage leads effectively and in alignment with your business needs. Follow these steps to enable and configure Auto Follow-Up:

Note: Do not trigger another followup through a workflow—this breaks the follow-up logic.

Step 1: Navigate to the Conversation AI Bot

1. Log in to your sub-account.
   
   

2. From the left-hand menu, click on AI Agents.
   
   

3. Select Conversation AI.
   
   
   
   

4. Choose one of the following:
   
   

   1. Create a new bot. (Follow this guide to setup a new bot: Setting Up Conversation AI)
      
      
      
      

   2. From the Agent List, click on the three dots beside the name of an existing bot and then on Edit.
      
      
      
      

Step 2: Open Bot Goals

1. Inside the selected bot, click on Bot Goals in the top navigation.
   
   

2. Scroll down until you find Set Up Your Actions.
   
   

3. Under this section, click on Auto Followup.
   
   
   
   

Step 3: Enable Follow-Up Scenarios

Each follow-up scenario defines when the bot should send follow-ups. HighLevel currently supports 3 main scenarios:

Scenario 1: Contact Stopped Responding

1. Toggle ON the Enable scenario button.
   
   

2. You can now add up to 5 follow-up sequences for this condition.
   
   

3. For each sequence:
   
   

   • Set the delay time in hours, days, or minutes.
     
     

   • Choose Let AI Send the Message (Auto-generate contextual messages based on the conversation).
     
     

   • Or, turn OFF and enter a Custom message manually.
     
     

   • Trigger a Workflow (Optional) : Toggle ON if you want to trigger an existing workflow and select it from the list.
     
     

4. Click on the + Add Followup button to add a new sequence.

Scenario 2: Contact Marked as Busy

1. Toggle ON the Enable scenario button.
   
   

2. You can now add up to 5 follow-up sequences for this condition.
   
   

3. Repeat the same configuration steps as above:
   
   

   • Set delay time
     
     

   • Choose AI-generated or Custom message
     
     

   • Assign a Trigger Workflow (optional)

Scenario 3: Contact Requested a Follow-Up

1. Toggle ON the Enable scenario button.
   
   

2. You can now add up to 5 follow-up sequences for this condition.
   
   

3. Repeat the same process:
   
   

   • Set delay time (The first sequence for this scenario will be pre-set as per the contact's request)
     
     

   • Choose AI-generated or Custom message
     
     

   • Assign a Trigger Workflow (optional)
     
     

Step 4: Follow-Up Settings

To improve engagement and respect timing preferences, configure these advanced options:

A. Set Follow-Up Working Hours

Note: This setting ONLY applies to follow-up messages, not to the main AI agent conversations.

1. Click on Follow-Up Settings.
   
   

2. Enable Set Active Hours for Followup toggle.
   
   
   
   

3. Choose Timezone: Contact or Business Timezone.

   Follow-ups will only be sent during the active hours specified below, based on the selected timezone. If we don't find contact timezone, we will honour business timezone.

   
   

   
   
   

4. Set the specific Active Hours when follow-up messages should be sent (e.g., 9 AM – 6 PM).
   
   

5. If disabled, messages will be sent regardless of time.
   
   

6. Click on Save.
   
   
   
   

B. Enable Dynamic Channel Switching

1. Click on Follow-Up Settings. 
   
   

2. Enable Dynamic Channel Switching.
   
   

3. This allows the AI to automatically switch to another available channel if the original one becomes inactive.
   
   

   • For example, if the contact doesn’t respond on Live Chat, the bot may follow up via SMS, Facebook Messenger, Instagram, or WhatsApp, depending on available channels.
     
     

4. Click on Save.

Step 5: Save Your Follow-Up Settings

1. Finally, click the global Save button to confirm and activate the Follow-Up Actions for the bot.
   
   

Smart Detection of Drop-Off Scenarios

Auto Follow-Up uses AI to recognize when a contact has disengaged, is busy, or requests a later follow-up, ensuring no opportunity slips through the cracks.

• Detects when a contact stops replying after a set interval.
  
  
• Identifies “busy” responses (e.g., “I’m driving”).
  
  
• Recognizes requests for follow-up at a specific time and schedules accordingly.

Dynamic Channel Switching

To maximize engagement, Auto Follow-Up can switch channels if a contact is unresponsive, helping you reach contacts where they’re most likely to reply.

• Switches from Live Chat to SMS if chat is inactive and a phone number is available.
  
  
• On platforms like Facebook, Instagram, or WhatsApp, switches to SMS if no response within 24 hours.
  
  
• This feature is optional and can be disabled.

Full Visibility in AI Response Info

All scheduled follow-ups are displayed in the Response Info panel, giving you complete transparency and control over your automated outreach.

• Easily track which follow-ups are pending and why.
  
  
• Maintain oversight of all automated communication.

Frequently Asked Questions

Q: What happens if a contact replies before the scheduled follow-up?

The follow-up schedule is automatically reset and no further follow-up messages are sent for that conversation.

Q:What are timezone-aware follow-ups?

Timezone-aware follow-ups let you decide whether Auto Follow-Up messages should be sent based on your business timezone or the contact’s local timezone.

Q: What’s the difference between Business Timezone and Contact Timezone?

• Business Timezone: Follow-ups follow the working hours defined for your business location.
• Contact Timezone: Follow-ups are scheduled using the contact’s local time (when available), so they receive messages during their working hours.

Q: How do working hours apply when timezone awareness is enabled?

Follow-ups are only sent during the active hours you set (for example, 9 AM–5 PM). Those hours are applied based on whichever timezone you select: Contact or Business.

Q: What happens if a contact’s timezone isn’t available?

If we can’t detect or find a contact’s timezone, the system will default to your Business Timezone and honor your business working hours.

Q: Can I customize the follow-up messages sent by the bot?

Yes, you can use AI-generated messages or write your own custom follow-up messages.

Q: What channels does Auto Follow-Up support for messaging?

Auto Follow-Up works across Live Chat, SMS, Facebook, Instagram, and WhatsApp, with dynamic channel switching available as needed.

Q: How do I prevent my contacts from being overwhelmed by follow-ups?

Use realistic delay intervals and avoid sending too many follow-ups in a short period to maintain a positive user experience.

Q: Where can I see all scheduled follow-ups?

All scheduled follow-ups are visible in the Response Info panel for full transparency.

Q: What happens if the bot is inactive?

No follow-up messages will be sent if the bot is inactive.

Related Articles

• Conversation AI Bot - Explained
  
  
• Setting Up Conversation AI
  
  
• How to Use Conversation AI to Book Appointments
  
  
• Conversation AI Bot Dashboard
  
  
• Advanced Settings Overview - Conversation AI
  
  
• Training Your Conversation AI Bot