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A follow-up is one message the agent sends on its own when the customer stops replying. It is off by default, and deliberately hard to abuse.
Follow-ups are a WhatsApp feature. Instagram agents have no follow-up path.

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The limits, and why they exist

One follow-up, minimum 60 minutes. Both are platform-safety limits, not preferences — the backend clamps to them when it reads the config, whatever is saved in the builder.Repeated unanswered outbound messages are the single most common reason a WhatsApp Business account gets restricted by Meta. The cap protects your sender number.

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Settings

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Follow-Up Action

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When Not to Follow Up

A plain-English stop condition. The default covers the obvious cases:
user said goodbye, issue resolved, deal closed, or any end condition described in your system prompt
This is evaluated at the moment the follow-up is about to go out, with the conversation in front of the model — so a conversation that quietly resolved itself stops being chased even though nobody marked it closed.
Make this specific to your business. “Do not follow up if the customer has already placed the order, asked us to stop contacting them, or said they are buying elsewhere.”

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Follow-Up Prompt

The instruction the agent receives when the follow-up fires. The default:
This is the follow-up. The user hasn’t replied in a while. Send a brief, natural follow-up to re-engage the conversation.
{{follow_up_index}} is replaced with 1st, 2nd, 3rd and so on. Write this as a brief to a colleague, not as the message itself — the agent still writes the wording, in context. “Remind them their cart is still saved and offer to answer any question about delivery” beats “Say: your cart is waiting!”

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Follow-Up Functions

A separate list from the agent’s conversational functions, because a follow-up is unattended — nobody is reading the reply as it goes out. Keep it narrow. A reminder template, or a call. Custom code functions in this list may run on every follow-up, so avoid anything with a side effect you would not want repeated. Each function’s description is what the model uses to decide whether it applies, exactly as in normal conversation.

Send / Schedule Call

Needed for a call follow-up — and set its calling hours

Best practices

Follow-up timing that does not read as nagging