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Follow-ups are a tool that Altur offers so your agent can schedule and execute WhatsApp calls or messages according to the conversation it has with each contact in your campaign. This feature is configurable within each agent and you can customize it according to the execution parameters you define.

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Before you start

  • Permissions: make sure you have permissions to edit the agent/project.
  • Integrations: if you will use WhatsApp and/or calls, confirm that your lines/templates are approved and connected.
  • Consent: use outbound WhatsApp only with contacts who have given prior consent to avoid the risk of being blocked by Meta.

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Accessing Follow-up Settings

  1. Access your agent’s configuration: Go to the Agents section in the left sidebar.
    • If your agent is already created, access its configuration by clicking on it.
    • If your agent is not yet created, click New agent to start the configuration.
  2. Go to the Follow-up tab: Once inside your agent, you will see the configuration sections on the left side. Locate Follow-ups and access it by clicking.

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🔧 Configuration

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1. Allowed schedule for follow-up

Limit the hours during which the agent can execute follow-up calls or messages.
  • Example: 08:00 – 20:00

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2. Allowed days for follow-up

Define which days your agent can perform follow-ups.
  • Typical example: Mon–Sat active, Sun inactive.

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3. Enable follow-up - Calls

Enable the agent to schedule follow-ups via calls using the toggle.

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When to schedule calls:

Indicate to the agent the criteria it will use to decide when to schedule a follow-up call, based on the conversation context.
Make sure to indicate in which scenario it should schedule a follow-up as well as the instructions so it can define the day and time when the call will be placed.

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Instructions for the call:

Script that the agent will follow during the follow-up call. Works the same as the call instructions in the Behavior section of your agent.

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Maximum number of retries:

Define how many times to retry contacting if the call is not answered.
  • Example: 3.

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4. Enable follow-up - WhatsApp

Use the toggle to enable the agent to schedule a follow-up via WhatsApp.

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When to schedule messages

Indicate to the agent the criteria it will use to decide (according to the conversation with the contact) when to schedule sending a follow-up message via WhatsApp.
Make sure to indicate in which scenario it should schedule a follow-up, as well as the instructions so it can define the day and time when it will send the message.

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Instructions for conversation (WhatsApp)

Guide for tone and structure that the agent will follow to interact in the follow-up conversation via WhatsApp. Works the same as the WhatsApp instructions in the Behavior section of your agent.

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WhatsApp Templates

In this section, select the template that the agent will use to start the conversation.

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5. Save changes

Before saving, review:
  1. Correct schedule and days
  2. Retries configured
  3. “When to schedule” and “Instructions” texts complete and without ambiguities.
Once you have reviewed it, save the changes by clicking the button you will find in the lower right corner.

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🚀 Launch

Once follow-up via call and/or WhatsApp is active, your agent will begin to automatically schedule the sending of calls or messages within your campaigns.

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✅ Viewing scheduled follow-ups

You can see scheduled follow-ups in two ways:
  1. Within your campaign: in the Follow-ups section
  2. In your Inbox: within conversations, in the texts that appear below the call recording.