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Documentation Index

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This guide explains how to set up a follow-up message on WhatsApp (or other channels) while staying compliant with the 24-hour conversation window rules. Key sequence: Assign to AI agnet → Wait until → Send Message in Conversation
  • Assign To AI agent → Starts or re-opens the conversation window when user replies to the AI agent .
  • Wait-until → Pauses the journey for a defined duration after the last message of the user.
  • Send Message in Conversation → Sends the follow-up inside the active 24-hour window.

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Business Use Case

Suppose you want to greet a new lead with a welcome template and then follow up 10 minutes later by asking if they’d like a demo. This sequence ensures your follow-up lands at the right time and in the same conversation thread.

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Step 1: Create a Journey

  1. Go to Journeys in the left menu.
  2. Click Create Journey.
  3. Enter a name (e.g., Follow-up Journey) and choose Blank Journey.

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Step 2: Add a Trigger

  1. Add a Trigger (e.g., Conversation Created, Contact Added to List, or Inbound Webhook).
  2. Select the channel (WhatsApp, Instagram, Messenger) and configure any conditions as needed.

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Step 3: Add the Assign to AI agent Action

  1. Click the + button → **Action → Assign to AI agent → Select the AI agent **.

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Step 4: Add a Wait-until Step

  1. After the Assign to AI Agent step, click + → Action → Wait-until.
  2. Set a wait duration (e.g., 10 minutes) or a specific time that fits your use case. Select event as Last message is older than duration
Example: Wait 10 minutes after users last message to send the Follow-up.

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Step 5: Add the Send Message in Conversation Action

  1. After the Wait step, click + → Action → Send Message in Conversation.
  2. Configure the action:
    • Conversation ID → Select the active conversation ID (e.g., {{conversation_id}} or {{inbound_webhook.inbound_webhook.conversation_id}}).
    • Channel → WhatsApp (make sure the conversation window is still open).
    • Message Type → Text, Image, Video, Document, etc.
    • Message Body → Enter the follow-up message, or enable AI Generated Follow-up Message for a context-aware reply.
⚡ Why this step?
Send Message in Conversation delivers the follow-up inside the existing 24-hour chat, keeping context intact and ensuring compliance.

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Step 6: Publish and Test

  1. Click Save → Publish.
  2. Test the flow:
    • Trigger the journey (via webhook, conversation, or list).
    • Confirm the initial assign to AI agent is Triggered.
    • Wait-until for the set delay after the users message.
    • Verify the Send Message in Conversation arrives in the same chat.
    • Check the Conversations tab to confirm both messages are visible in one active conversation.

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Tips & Notes

  • For inbound webhooks, use:
    • Phone → {{inbound_webhook.inbound_webhook.phone_number}}
    • Conversation ID → {{inbound_webhook.inbound_webhook.conversation_id}}
✅ With this setup, your chatbot can automatically send follow-ups that feel natural, land at the right time, and fully comply with platform policies.