Make your agent reach back out — automatically
Most leads don't close on the first message. Follow-ups let your Kronos AI agent re-engage a customer after silence — to nudge a decision, recover a stalled chat, or just say "hey, still interested?" — without you lifting a finger.
TL;DR
- Open your agent → Configuration tab → Follow-ups.
- Turn the switch on.
- Pick How often: Gentle, Standard or Persistent.
- Optionally write short Instructions for follow-ups only, then save.
Where to find it
Open the agent you want to configure (AI Agents → your agent). Follow-ups sit in the Configuration tab, below Knowledge, Resources and Tools: a single switch, and when it is on, a How often menu and an optional instructions box.
On or off
Off
Default for new agents
The agent only replies when the customer messages first. A stalled chat stays stalled.
e.g. Support-only inboxes, or while you are still tuning the agent.
On
The agent decides when
After each turn the agent reads the chat and decides whether — and when — to write again, from a few minutes to a few days, and what to say.
e.g. Sales: patient when someone says "next week", quicker when they say "give me an hour".
How often
Three presets cap how many times the agent writes and for how long it keeps trying. The agent still picks the exact moments inside that limit.
Gentle
Up to 3 over a week
A light touch for customers who just need a reminder.
e.g. Clinics, services where people book on their own.
Standard
Up to 6 over two weeks
The default when you turn follow-ups on. Enough to recover most stalled sales chats.
e.g. Most sales conversations.
Persistent
Up to 10 over a month
For longer decisions where staying present matters.
e.g. High-ticket offers, B2B quotes.
Whichever limit hits first wins: the number of attempts or the days of silence. Any reply from the customer starts a fresh round.
Instructions (optional)
A short box, up to 280 characters, for rules that apply only to follow-up messages — an offer to mention, a tone, a day to avoid. Your agent's main instructions still apply; if both disagree, the main instructions win. Leave it empty and the agent follows up on its own judgment.
What actually happens
- 1Customer messages your agent on WhatsApp / Instagram / Messenger.
- 2Agent replies. With follow-ups off, nothing else happens until the customer messages again.
- 3With follow-ups on, the agent privately decides whether a follow-up makes sense and, if so, schedules it for some time in the future.
- 4When that time arrives, Kronos AI wakes the agent up, it reads the conversation again, and sends a fresh, context-aware message — not a canned template.
- 5If the customer replies, the cycle restarts. If not, the agent may schedule another follow-up, up to the limit set in How often.
Practical tips
- Start with Standard. Move to Gentle if customers find it pushy, or Persistent if decisions take weeks.
- Keep the instructions short. e.g. "Never follow up at night — wait until 9am the customer's local time." Longer rules belong in the agent's main instructions.
- Combine with email notifications. A "customer went cold" alert with Email on = you get notified when the agent gives up, so you can step in personally.
- Test in the Test Chat first. The Test Chat does NOT trigger real follow-ups (it's an ephemeral playground), so use it to validate your agent's tone, then watch real conversations.
- WhatsApp 24-hour window. WhatsApp only allows free-form messages within 24h of the customer's last reply. Outside that window, follow-ups must use a pre-approved template.