Automation3 min read
Flows with service hours and follow-up
Set when a flow answers, reply outside hours and re-engage people who did not respond.
Create my accountHow it was before
Flows had no service hours: they answered at any time of day, and there was no way to tell a lead that service was closed.
How it works now
Each flow has a service window, with a configurable time zone: answer only between two times or do not answer inside them. Outside hours, the lead can receive an automatic message that you write, at most once every 6 hours per conversation. A wait block lets you hold for hours or days and take a different path if the customer does not reply, and the Call an agent block alerts your team on WhatsApp.
What you gain
- A service window per flow, with a configurable time zone
- An automatic message outside hours, without excess repetition
- Waits of hours or days and a path for people who did not reply
- A WhatsApp alert to your team when calling an agent
Before
Flows had no service hours: they answered at any time, and there was no way to tell a lead that service was closed.
Service hours
- Answer only between two times, or do not answer between them
- A configurable time zone and windows that cross midnight
- An automatic message outside hours, at most once every 6 hours per conversation
Follow-up
- A wait block for hours or days
- One path for those who replied and another for those who did not
- The AI keeps answering during the wait
Call an agent
- Flags the conversation, pauses automation and alerts the team
- The alert can go to a group or to WhatsApp numbers, with more than one sender and a priority between them