Follow-up Messages
One of Remo's most valuable features is its ability to automatically follow up with leads that have stopped responding — without any manual effort from your team. Instead of losing a potential client because they went quiet, Remo reaches out on your behalf, and the AI decides when that moment has arrived.
How Remo Decides When to Follow Up
Follow-up timing is not a countdown. On every turn of a conversation, the assistant also decides when this client should next be contacted — and it uses the conversation itself to decide:
- Explicit commitments are honoured — if a client says "call me after the weekend" or "I'm travelling until the 15th", the follow-up is scheduled for after that, not before
- Otherwise it paces by engagement — a client who is asking detailed questions is worth a nudge sooner than one who sent a single vague message
- A fixed inactivity timeout is the fallback — when the AI hasn't proposed a time, Remo falls back to contacting the client after 8 hours of silence
The message itself is AI-generated and takes into account everything that was discussed, so it reads as a continuation of the conversation rather than a template.
Examples of automatic follow-up behavior:
- A client asked about a 2-bedroom unit but didn't book a visit → the follow-up returns to that conversation and offers to schedule a showing
- A client expressed interest in pricing → the follow-up acknowledges their likely concern and offers to connect them with an agent
- A client booked a meeting but went quiet afterward → the follow-up includes a reminder and any pre-visit information
How Many Attempts, and When
| Limit | What It Means |
|---|---|
| Maximum attempts | 5 by default — after the fifth, Remo stops contacting that client unless they write back |
| Leads who have never replied | Capped at 2 attempts — someone who has never said a word gets far fewer nudges than someone in a real conversation |
| Inactivity fallback | 8 hours of silence, used only when the AI hasn't proposed its own time |
| Quiet hours | Follow-ups only go out between 09:00 and 22:00 project time |
Outside quiet hours a due follow-up waits for the window to reopen. It is not cancelled and not dropped — a client who goes quiet at midnight is contacted in the morning, not skipped.
These are platform defaults, and there is no project-level page for changing the pacing — the timing of each individual follow-up is decided by the AI, per conversation. If your business genuinely needs different limits, contact your Remo account manager.
How the Tone Changes
The old fixed "first / second / final" script is gone. The bot adapts on two axes at once — how many times it has already tried, and how long it has been since the client last spoke:
- Within about 3 days — a light check-in that assumes the conversation is still warm and picks up where it left off
- Within about 3 weeks — the follow-up recalls the topic explicitly, since the client may not remember the details of what was discussed
- Beyond that — the bot reintroduces itself and the project from scratch, on the assumption the client has forgotten who is writing
Combined with the attempt count, this means an early follow-up sounds warm and casual, a middle one adds something of value, and a final one is gracious rather than pushy.
What Follow-ups Can Include
Follow-up messages are not limited to text. Depending on what was discussed in the conversation, a follow-up can also include:
- Product listings or property highlights
- Photo galleries
- PDF brochures or documents
- Floor plans and masterplans
- A scheduling link to book a visit
- Location details
This is a deliberate safety rule, not an oversight. A follow-up is written hours or days after the last exchange, when stock and pricing may have moved — so the bot is forbidden from naming a specific unit, asserting that something is still available, or repeating a price. It re-opens the conversation and lets the live answer come from a fresh exchange.
Automatic Pacing and Anti-Spam Protection
Remo paces outbound follow-ups on its own so your number doesn't behave like a broadcast machine. This happens automatically and there is nothing to configure:
- Per-minute and per-day ceilings on how many follow-ups leave the project
- Randomised gaps between messages, so sends don't arrive in a machine-gun burst
- A daily cap that grows from a cold start — a newly connected number starts conservatively and increases as it builds a normal sending history
You will not find switches for any of this in the dashboard. It is on for every project, all the time.
What Stops a Follow-up
A scheduled follow-up is cancelled when any of these happens:
- The client replies — the conversation is live again, so there's nothing to re-engage
- The client opts out — an explicit request to stop
- An agent takes over — the chat is assigned to a human, and the bot goes quiet
- Follow-ups are turned off for that client
- The AI is turned off for that client
- The attempt cap is reached
When a client asks to stop being contacted — or says they've already bought, already invested, or simply aren't interested — Remo stops contacting them and does not resume on their next message. This is different from pausing the AI, which resumes automatically. Their messages still arrive in your inbox for a human to handle. The way back is to switch that chat's AI toggle back on, which clears the exclusion. See Client Settings.
Meta API Users: Template Messages
If you're using the WhatsApp Business API (Meta), follow-up messages sent more than 24 hours after the client's last message must use pre-approved Meta message templates. Remo handles this automatically using your approved templates.
The 24-hour window restriction is a Meta policy requirement. It applies to all WhatsApp Business API users. Businesses using the WAHA connection are not subject to this restriction.