> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rovax.io/llms.txt
> Use this file to discover all available pages before exploring further.

# How to Fix Follow-ups Not Triggering

Follow-ups are powerful for re-engagement, but they fail silently when **Conversation Stage** or **Scheduling Prompt** are misconfigured. This guide shows exactly what goes wrong and how to fix it.

> 💡 **Tip:** While creating or editing Follow-ups, you can use the **AI Assistant** available in the tool modal to get contextual help. If you're unsure about how to structure your Conversation Stage or Scheduling Prompt, click the AI button for instant guidance.

***

### 🧠 How Follow-ups Actually Work

**Critical concept:** The Agent evaluates follow-up conditions **at the moment it sends a message** — not in the future.

* The Agent **cannot predict** if the user will reply
* It **evaluates the present state**: Is information missing? Is the conversation open?
* If the condition matches → it schedules the follow-up message

**This is why future assumptions break follow-ups:**

❌ **Wrong:** "If the user doesn't reply..." (Agent can't know this yet) ✅ **Right:** "The user asked about pricing but didn't confirm the plan" (present state)

***

### 🔧 Troubleshooting: Why Follow-ups Don't Trigger

#### 1️⃣ Conversation Stage Uses Future Assumptions

**Problem:** You write conditions about what *might* happen, not what *is* happening.

| ❌ Wrong                               | ✅ Correct                                                 |
| ------------------------------------- | --------------------------------------------------------- |
| "If the user doesn't reply in 10 min" | "User asked for proposal but hasn't shared details"       |
| "If they need more time"              | "User showed interest but paused the conversation"        |
| "If they don't choose"                | "User requested info but stopped before selecting option" |

**Fix:** Describe the **current conversation state**, not future outcomes.

***

#### 2️⃣ Scheduling Prompt Is Too Vague

**Problem:** No specific time or unclear action.

| ❌ Wrong           | ✅ Correct                                              |
| ----------------- | ------------------------------------------------------ |
| "Follow up later" | "After 30 minutes, ask if they need help choosing"     |
| "Send a reminder" | "In 1 hour, remind them support is available"          |
| "Check in"        | "After 10 minutes, ask if I can send the full catalog" |

**Fix:** Always include **time + specific action**.

***

#### 3️⃣ Ignoring WhatsApp/Instagram 24-Hour Window

**Problem:** Follow-up scheduled beyond 24 hours from user's last message.

**Solution:** On WhatsApp/Instagram, follow-ups must be within 24 hours. After that, the message won't deliver (Meta's policy).

***

#### 4️⃣ Follow-up Canceled by User Response

**Problem:** User replies before the scheduled time → all pending follow-ups auto-cancel.

**This is expected behavior.** If the user re-engages, the Agent may schedule new follow-ups based on updated context.

***

### 📋 Before/After Examples

#### Example 1: Car Sales Agent

| Aspect                 | ❌ Before                      | ✅ After                                                       |
| ---------------------- | ----------------------------- | ------------------------------------------------------------- |
| **Conversation Stage** | "If customer doesn't respond" | "Customer asked about models but hasn't specified preference" |
| **Scheduling Prompt**  | "Send follow-up"              | "After 15 minutes, ask which model interests them most"       |
| **Result**             | Never triggers                | Triggers when condition matches                               |

#### Example 2: Pricing Inquiry

| Aspect                 | ❌ Before                 | ✅ After                                                    |
| ---------------------- | ------------------------ | ---------------------------------------------------------- |
| **Conversation Stage** | "If they need more info" | "User requested pricing but didn't confirm plan selection" |
| **Scheduling Prompt**  | "Follow up later today"  | "In 2 hours, check if they're ready to choose a plan"      |
| **Result**             | Vague, unreliable        | Clear, predictable                                         |

***

### ✅ Validation Checklist

Before activating follow-ups, verify:

* [ ] **Conversation Stage** describes present state (not "if user doesn't...")
* [ ] **Scheduling Prompt** includes specific time (10 min, 1 hour, etc.)
* [ ] **Scheduling Prompt** includes specific action (ask, remind, check)
* [ ] On WhatsApp/Instagram: follow-up is within 24 hours of user's last message
* [ ] You tested in Internal Chat and saw the follow-up schedule correctly
* [ ] You understand that user replies before scheduled time = auto-cancel

***

### 🚀 Next Steps

* Review your existing follow-ups against this checklist
* Edit Conversation Stages to describe present context
* Update Scheduling Prompts with specific times and actions
* Test in Internal Chat before deploying to production