Automate Follow-Up Actions When a Contact Requests a Callback

Available to Inbox Pro users with Lead Capture enabled.

When a customer expresses interest and asks for a follow-up during a chat conversation (via WebChat, SMS, or WhatsApp), you can now trigger custom automation flows automatically using the "A contact requests a follow-up" trigger. This lets you respond instantly with personalized next steps, assign leads, notify your team, or start nurture campaigns.

Requirements

To use this trigger, you must have:

• Access to Chat Receptionist, available with Inbox Pro

• The Lead Capture capability enabled for Chat Receptionist (this is enabled by default)

• One of the following messaging channels configured:

  • WebChat

  • SMS

  • WhatsApp

How to Set Up the “Contact Requests Follow-Up” Automation

1. Create an Automation

1. Navigate to Partner Center > Business App.

2. Go to the Automations section and click Create Automation.

3. Select the trigger:
   “A contact requests a follow-up (AI conversation event)”

4. Save the trigger.

5. Add any automation steps you’d like to occur when a follow-up is requested. For example:

   • Assign a sales rep

   • Send an internal notification

   • Add a tag

   • Start an email sequence

6. Turn the automation on.

Note:
You can configure this trigger to fire once per contact or allow it to fire multiple times, limited to once every 12 hours.

2. Test the Automation

To verify your setup:

1. Create a test contact using your own phone number.

2. Send a message to the phone number assigned to your SMB or Partner account using SMS (or another supported channel).

   • Include language that implies interest in the business's services or a request to be contacted (e.g., "Can someone call me back?" or "I’m interested, please follow up.").

3. Go to the Automation Activity tab in Partner Center.

4. Confirm that the automation was triggered.

Important Notes on Testing:

• The trigger may not fire for every message. It depends on the message content and intent detection.

• It will not fire for the same contact more than once in a 12-hour window.

Limitations

• Only available with Inbox Pro

• Requires Chat Receptionist with Lead Capture enabled

• Trigger is currently limited to these channels: WebChat, SMS, and WhatsApp

• One trigger event allowed every 12 hours per contact

If you need help setting up this automation or customizing your follow-up flow, contact our support team or reach out to your Vendasta account manager.