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The Follow-up & Engagement group bundles five behaviours. They’re toggled separately, but some are mutually exclusive, so it’s worth reading them together.
📷 Screenshot needed — the Follow-up & Engagement group with its toggles.Save to /images/en/whatsapp-agents/follow-up-group.png
Reminders and auto-closing are incompatible. If you enable reminders, idle auto-close stops working entirely. The interface doesn’t warn you.Pick one: either you chase, or you close.

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Reminders

These re-contact a customer who didn’t reply.

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Simple mode

One message and cadence for the whole sequence: how many reminders (1–10, default 3) and how often (default 60 minutes).

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Advanced mode

Up to 5 steps, each with its own delay and message. A new step starts at 1 day.
In advanced mode the maximum reminder count is ignored: the cap is the number of steps.

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The message

Switching to Automatic clears any text you’d written.

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Auto-resolve at the end

Optional: closes the conversation once all reminders are sent, with an AI-generated or static message.

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How they actually behave

Including the agent’s own reminder. It does not count from the customer’s last message.
WhatsApp only allows free-form messages for 24 hours after the customer’s last message. Past that, the reminder is silently skipped — there’s no template fallback. An internal note is left on the thread that the customer never sees.This is the most common cause of “I set up reminders and they never arrive”.
The process that sends them doesn’t check whether the agent is active. Pausing an agent doesn’t stop its reminders.
And cancels active follow-ups.
Like any AI-generated message.

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Follow-up sequence

Different from reminders: it fires after the conversation is resolved, and sends approved Meta templates.
  • Every step needs an approved template — there’s no free-form follow-up.
  • Minimum 24-hour delay per step. It’s a validation: less than that won’t save.
  • A cool-down period prevents repeat follow-ups to the same customer.
  • An inbound agent can’t send itself follow-ups: you must pick an outbound or omnichannel agent on the same number.
A session that merely expires doesn’t trigger the sequence. It only fires on resolution: by the agent, by opt-out, by a manual close, by auto-close, or at the end of the reminders. If your conversations die from 24 h of inactivity without being resolved, there’ll never be a follow-up.
Variables are not substituted in follow-up template values. A {{client_name}} would arrive written literally.
The “Scheduled” wait mode (a specific time and day) does not work: it’s saved but never applied. Always use Fixed Delay.
Follow-up templates don’t consume Dialtu credits — Meta bills your account directly. The interface’s note about a “separate billing charge” refers to Meta’s conversation window, not your credits.

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Conversation closing

Closes sessions after a period of inactivity, with an AI-generated or static message.
Remember: if reminders are on, this never runs.
This option’s helper text renders in English even in the Spanish interface — a known translation bug.Variables are also not substituted in the closing message.
Closing messages are not billed.

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Opt-out

When a customer asks to stop receiving messages, the AI closes that conversation and doesn’t write to them again.
Opt-out persists. It isn’t just for that conversation: it’s recorded per contact and blocks AI replies, reminders, follow-ups and reconnect campaigns. Releasing it is done manually from settings.
WhatsApp does not automatically recognise the word “STOP”. Unlike SMS, there are no keywords here: the AI detects the intent and performs the opt-out. Make this explicit in your prompt so it recognises it reliably.

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Human handling

When someone on your team steps into a chat, that customer’s future conversations stay with a person instead of restarting the AI. Resume AI after sets how many hours that hold lasts. Default 48; 0 means never.
Steps in a follow-up sequence create new sessions that bypass this hold. A customer flagged for human handling can still receive a follow-up template.

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Next step

Tools and testing

Give it real actions and test before going live.