Follow-ups and reminders

Offer help at the right moment#

Open Agent → Actions → Follow-ups. Add up to five rules for a page view, idle visitor, exit intent, form error or custom event. Choose a path pattern, optional delay, a message of up to 200 characters and up to three quick replies. Settings autosave. Preview shows the message without contacting a customer or adding experiment data.

Use /pricing for one path, /products/* for one segment or /products/** for nested paths. Queries and fragments are excluded. The default idle delay is 30 seconds and the default cooldown is seven days. A trigger will not interrupt human takeover or an open active conversation, repeat in the same session, or reappear after dismissal in that session.

The embed reports page views, inactivity and exit intent. Your developer can report custom events with MakeAgentFast.track; see Page actions. Automatic form-error reporting is off unless the embed uses data-auto-form-error="true" or MakeAgentFastSettings.autoFormError = true. It reports the form ID, never field values.

Read the control-group results#

By default, 10% of eligible visitors are assigned to a stable control group and see no message. Assignment belongs to the visitor and rule; repeat visits do not inflate the sample. The dashboard compares conversion rates for eligible visitors in the message and control groups and shows absolute lift in percentage points.

A conversion is a recorded lead, booking, completed action or successful lookup within 24 hours of an eligible exposure. Opening or replying is shown separately. Browser-reported events cannot declare conversions. Below 50 visitors per group the dashboard says there is not enough data; at or above that threshold it shows a simple 95% interval. Small differences are not proof that the message caused more sales.

Notify a customer when something changes#

Customers can ask “Tell me when a time opens” or “Let me know when my order status changes.” A watch monitors connected calendar availability or a field/status in a configured lookup. Lookup watches need a verified signed-in customer. They do not monitor arbitrary pages or schedule recurring reminders.

The agent proposes a watch with its destination and end date. The customer must tap the confirmation button within 15 minutes. Website and live-call visitors also enter an email and tick email consent on screen; a typed or spoken “yes” is insufficient. The email contains a generic notice and a short-lived link back. That link does not sign the recipient in or grant access to customer records.

Each visitor can have three active/pending watches, with 50 per agent and a maximum duration of 14 days. Checks begin after 15 minutes, then back off to one hour and six hours. Each watch sends one notification attempt, then stops. Cancel through the watch's controls or the owner's Follow-ups list. Changing the underlying lookup/calendar configuration can stop a watch. An uncertain delivery is not automatically resent.

Follow up in chats and ask you when stuck#

Open Agent → Actions → Follow-ups → Chat follow-ups. These two switches apply to Telegram, WhatsApp, Messenger and Instagram chats.

Follow up when a customer goes quiet is on by default for sales agents and off for other agent types. When a customer stops replying after an answer, the agent rereads the chat and either sends one short message, waits a little longer, or leaves them alone. A sales agent moves toward the purchase, a service agent checks the issue was solved, and a booking agent offers a time. It uses only your approved knowledge and the conversation, and stops when the customer replies, declines or asks not to be messaged. Meta channels accept automated messages only within 24 hours of the customer's last message, so there the follow-up arrives within that day; a Telegram bot chat can receive up to two follow-ups over a few days. Each follow-up is billed like a reply.

Ask me when the agent can't answer is on by default. Instead of asking for an email, the agent tells the customer it is checking with the team and alerts you with a link to the conversation. Reply there, or save the answer to knowledge, and the agent sends it to the customer in their language. Instagram and Messenger accept your answer for 24 hours after the customer's last message, or up to 7 days once your Meta app has the Human Agent permission.

Delivery and availability#

Channel restrictions are checked again at delivery. A consented watch does not override them or guarantee a delivered message.