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Two ways to make sure a customer doesn’t fall through the cracks: a manual reminder for you to come back later, or an automated Message Sequence that follows up on its own.

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Follow-up reminders

Conversation header with the follow-up reminder icon highlighted, next to search and the overflow menu
Click the follow-up icon in the conversation header to open Set Follow-up:
Set Follow-up modal with a Date & Time field, quick preset buttons 1 Hour, 2 Hours, 4 Hours, 6 Hours, 12 Hours, and 1 Day, a required Reason field, an optional Note field, and Save Follow-up and Cancel buttons
1

Pick a time

Use a quick preset (1 Hour, 2 Hours, 4 Hours, 6 Hours, 12 Hours, 1 Day) or set an exact Date & Time.
2

Enter a Reason

Required — a short note on why you’re following up, e.g. Send pricing details.
3

Add a Note (optional)

Any extra context for whoever picks it up.
4

Click Save Follow-up

Schedules the reminder.
Example: A customer says “I’ll decide tomorrow.” The agent sets a follow-up for 1 Day with the reason Confirm decision, so the system prompts them instead of relying on memory.

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Where a follow-up shows up

Conversation with a Follow-up Due Today banner above the composer showing the reason Pricing Details, and the Chat Actions panel's Follow-up History section listing the same upcoming follow-up with Edit, Complete, and Delete actions
A scheduled follow-up shows two places: a banner right above the composer (Follow-up · Due Today · Reason: Pricing Details), and in the Chat Actions panel’s Follow-up History section, with Edit, Complete, and Delete actions. Click Complete once you’ve followed up:
Complete follow-up? confirmation dialog with Complete and Cancel buttons
Follow-up History showing the reminder marked Completed, with Completed by Rahul Reddy, and Details and Delete actions
It’s marked Completed, records who completed it, and stays in Follow-up History for reference instead of disappearing. All scheduled reminders are also visible together from Settings → Follow-up List, as a table you can export:
Follow-up List table with Channel, Bot Name, Subscribe Name, Follow-up Time, Status, and Actions columns, and a Download(all) as CSV link

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Message Sequences

Message Sequence dropdown showing a sequence available to assign to the conversation
Using How to Build Automatic Follow-Up Chatbots on WhatsApp in ChatSyncs, assign an automated sequence to the customer directly from the conversation, instead of setting a manual reminder. Example: A customer downloads a product brochure. The agent assigns a 5-day follow-up sequence, and ChatSyncs sends the scheduled messages automatically without anyone having to remember.

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Frequently asked

Click the follow-up icon in the conversation header, pick a quick preset (1 Hour through 1 Day) or an exact date and time, enter a Reason, and Save Follow-up.
Yes — Reason is required (e.g. Send pricing details); Note is optional extra context.
Two places: the Follow-up History section in the Chat Actions panel for that specific conversation, and Settings → Follow-up List for every scheduled reminder across all conversations.
Click Complete on it in Follow-up History, then confirm. It’s marked Completed, records who completed it, and stays in the history instead of disappearing.
A reminder just nudges you to come back to the conversation manually. A Message Sequence sends the follow-up messages automatically, without you doing anything once it’s assigned.