Automatic follow-ups
Somebody asked the price, you got busy, and they bought elsewhere. This is the part that stops that happening.
What a follow-up is
A follow-up is a message Engage sends on your behalf when something happens — a customer asked about something and went quiet, an order shipped, a week passed since someone last bought. You write it once. It then sends itself, to the right person, at the right moment.
Setting one up
Go to Workflows and create one. You choose three things:
When it runs — for example, a customer has gone quiet for a day after asking about a product. Who it goes to — you can narrow it, such as only people who have never bought. What it says — the message itself.
Turn it on when you are happy with it. You can turn it off at any time, and anything already scheduled stops with it.
Reaching someone after 24 hours needs an approved template
That is Meta’s rule for every business on WhatsApp. If your follow-up goes out more than a day after the customer last wrote, it has to be a template you had approved first. Engage tells you when a follow-up needs one, so you find out while building it rather than when it fails to send.
Getting a template approved
Go to Templates, write your message, and submit it. Meta usually answers within a few minutes to a few hours. You can leave gaps for things that change — a name, an order number — and Engage fills them in for each customer.
Write it as a person would say it. Templates that read like adverts get refused more often than ones that read like a shop owner.
Who never gets one
Anyone who asked you to stop. Engage checks on every single send, so a follow-up cannot reach someone who opted out, no matter how it was set up. You do not have to keep that list yourself.
Next
What it costs →
Which messages are free, which are not, and who bills you.