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Follow-ups run on a schedule tied to lead status, not on someone's memory.
When a lead goes quiet at a status like quote sent, the next step is scheduled: a rep reminder, a message, or both.
In WhatsApp CRM, a follow-up is a step tied to the lead's status. When a lead reaches a status such as "quote sent" or "site visit booked" and then goes quiet, the next step is scheduled. Depending on what you choose, that step is a reminder to the rep, a message to the lead, or both.
We set the sequence with your sales head. A typical one for a B2B quote: a reminder to the rep after two days, a polite check-in template to the lead after four, and a final message a week later asking whether to close the enquiry. Your sequence will be different, and it should match how your best rep already works.
WhatsApp's 24-hour customer service window decides this.
| When the follow-up runs | What can be sent | Cost from Meta |
|---|---|---|
| Within 24 hours of the lead's last message | Any normal message | Free |
| More than 24 hours after | An approved template only | Charged per delivered template |
Source: Meta pricing and message templates documentation. Rates vary by template category and country.
For high-value leads, the first nudge often goes to the rep.
For high-value leads the first nudge often goes to the rep, not the customer. A personal message from a known person usually lands better than a template.
A reply ends the sequence and puts the chat in front of its owner.
A reply from the lead should end the automated sequence and put the chat in front of its owner. We set the sequence up that way so nobody gets a reminder after they already answered.
The last message makes saying no easy, as WhatsApp's opt-out policy requires.
The last message in a sequence gives the lead an easy way to say no. WhatsApp's policy requires opt-out requests to be honoured, and a polite close keeps your number's quality rating healthy.
Three well-timed follow-ups beat ten, and templates outside the window cost money.
Three well-timed follow-ups beat ten. Every template outside the window costs money and every unwanted message is a reason to block your number.
Every follow-up, sent or skipped, is logged against the lead, and managers see who has reminders waiting.
Each follow-up, sent or skipped, is logged against the lead. Managers can see which leads are in a sequence and which reps have reminders waiting. With Desk as the CRM, follow-ups can also appear as tasks for the rep. For follow-ups that span email and WhatsApp, or involve other systems, we build the wider flow as AI workflow automation.
Not if the sequence is short, spaced out, and stops on reply. We help you pick the timing and wording during setup.
Yes. Templates can be written and approved in the languages your customers use.
That is a reasonable request we discuss in setup, for cases like a lead who asked to be contacted next month.
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