Follow up with customers who go quiet

When a customer stops replying after Moshee's last message, Moshee can follow up once to keep the conversation going. It stops as soon as they reply, or once your goal is met.

Turn it on

Open Agent, then Guidance, and find Proactive messages. Each connected channel has its own setting. Choose how long Moshee waits before following up, from 15 minutes to 12 hours, or leave it Off. It stays off until you turn it on.

It starts from Moshee's next reply in each chat. Customers who had already gone quiet before you turned it on are not followed up.

How the follow-up sounds

Moshee writes each follow-up itself, in your usual tone, to fit your goal. To steer it, describe how it should sound in the box under Proactive messages, for example "Keep it short and friendly, and ask if they have any other questions." The same wording is used on every channel.

When Moshee does not follow up

• You have taken over the chat, or replies are off for that channel.
• You replied to the customer yourself after Moshee's last message.
• The customer is marked as lost, has already bought, has a complaint, or already has an appointment.
• A campaign reached them in the last 48 hours.
• You have run out of credits.
• The customer said no, or Moshee can see your goal is already met.

Timing

• On WhatsApp, Moshee can only follow up within 24 hours of the customer's last message. After that, WhatsApp does not allow it.
• If your reply hours are closed when a follow-up is due, Moshee waits until you open, as long as that is within a day. Otherwise it skips it.
• Moshee follows up once each time a customer goes quiet. If they reply and go quiet again later, it can follow up again.

Where you see it

Follow-ups appear in the chat like any other message from Moshee.