Features · Follow-up
Automatic order follow-ups, when the buyer goes quiet.
The buyer asked the price, got the recap, then disappeared. Admin Canggih, the AI admin for WhatsApp by Canggih.AI, sends the follow-up you wrote yourself, once, after the delay you choose. If the buyer replies first, it's cancelled.
- You write the message
- Delays from 5 minutes to 24 hours
- Cancelled if the buyer replies
Illustration. The 15:10 message is follow-up text the store wrote itself for the Awaiting Payment stage, not written by the AI. It went out because the buyer stayed quiet for 2 hours after the payment link was sent. The store name, product, price and shipping are examples only.
01Behind the scenes
How do automatic order follow-ups work?
The follow-up you wrote goes out on its own if the buyer stays quiet until your chosen delay, and is cancelled if they reply first.
One chat, from payment link to reply
Payment link sent13:10
Buyer quiet for 2 hours
The delay you picked in the dashboardFollow-up sent15:10
Hi, just a quick reminder that your order is one step away.Written by your storeBuyer replies15:21
oh right, forgot 🙏 paying now
Illustration. The follow-up above was written by the store, not the AI. The times and message are examples only.
02Before and after
Orders often get stuck in chats that don't continue.
Without Admin Canggih
- Forgetting who to check in with
- Ordered, but no transfer came
- Worried about seeming pushy
With Admin Canggih
- Rules per chat stage
- Templates for unpaid orders
- Cancels itself if the buyer replies
- Brakes so it doesn't turn into spam
Ordered, but no transfer came
Templates for unpaid orders
Illustration. The chats, names, times and prices are examples only.
03How it works
From a quiet chat to a follow-up sent.
Open the Automatic Follow-up page
In the dashboard, use one of the templates or create a new rule. First decide which chat stage triggers it.
Write the message, pick the delay
Write a message that fits every buyer at that stage, then pick the delay. The options run from 5 minutes to 24 hours, but for the message to arrive, use 12 hours or less.
The AI replies, a schedule is set
Each time the AI finishes a reply, the system checks the chat stage and schedules the matching follow-up. The time is counted from the last message plus the delay.
The buyer stays quiet, the message goes out
If there's no reply before the delay runs out, your message is sent automatically. If the buyer replies first, the schedule is cancelled and the conversation carries on as usual.
04Your settings
You're in control, from your own dashboard.
Good to know (6)
- The follow-up is text you write yourself for each stage, not a message the AI composes for each buyer. So write something that still makes sense for anyone at that stage.
- Each time a buyer goes quiet, there's at most one follow-up. Several rules on the same stage don't automatically become a sequence of messages.
- Follow-ups are sent as regular chat messages, not WhatsApp message templates. A regular message from a business only gets through within a certain time since the customer's last message, so a delay that's too long means the message doesn't arrive. Use 12 hours or less.
- Not every unpaid buyer will get a reminder. Every new message from the buyer cancels a pending reminder, and if the AI closes the conversation with only an emoji reaction, no new reminder is scheduled. There's also no countdown to when the payment link expires.
- There's no quiet hours setting yet. A follow-up goes out as soon as the delay runs out, even late at night.
- On Instagram DM, follow-ups come with the Instagram DM feature, which is on the Business and Growth plans.
- Trigger chat stageThe chat stage that triggers each rule
- Sending delaySending delay, from 5 minutes to 24 hours
- Message textThe follow-up text, from a template or your own
05Questions
What you'll probably ask first.
Message us on WhatsApp. The Canggih.AI team replies as soon as we can during business hours.
How do automatic order follow-ups work?
Automatic order follow-ups send a message on their own when a buyer stops replying. In the Admin Canggih dashboard you create a rule: pick a chat stage (such as Awaiting Payment), pick a delay from 5 minutes to 24 hours, and write the message. Each time the AI finishes a reply, the system schedules the follow-up for that chat stage. Buyer stays quiet until the delay runs out? The message is sent. Buyer replies first? It's cancelled.
Can I follow up WhatsApp buyers automatically?
Yes. Your business WhatsApp number needs to be connected to Admin Canggih. Then open the Automatic Follow-up page in the dashboard and create a rule: pick the chat stage that triggers it, pick the delay and write the message, starting from a template if you like. From then on, every chat handled by the AI that stops at that stage gets one follow-up if the buyer stays quiet until the delay runs out.
Can it automatically follow up buyers who ordered but haven't paid?
Yes, with a rule on the Awaiting Payment stage. There's a polite reminder template for buyers who confirmed their order but haven't paid. But it isn't a collector that reaches everyone. If the buyer sends another message, the pending reminder is cancelled. If the AI closes the conversation with only an emoji reaction, no new reminder is set. There's no countdown to when a payment link expires either.
What's a good follow-up delay?
The dashboard offers 5 minutes to 24 hours. For WhatsApp, use 12 hours or less, because follow-ups are sent as regular chat messages and only arrive within a time limit since the customer's last message. Beyond that, it depends on the stage. Since there are no quiet hours yet, think about the sending time too. A buyer who goes quiet at 10 pm, with a 2-hour delay, gets the message at midnight.
Why might a follow-up not reach the buyer?
Follow-ups are sent as regular chat messages, not WhatsApp message templates. A regular message from a business only gets through within a certain time since the customer's last message. Admin Canggih doesn't check that limit before sending yet, so a 24-hour delay effectively fails. Use 12 hours or less. The same applies to Instagram DM, which has no message templates at all.
Will automatic follow-ups make buyers feel spammed?
There are three brakes. Each time a buyer goes quiet, there's at most one follow-up. If the buyer only replies "ok" or "sure" after being messaged, there's no second follow-up. And as soon as the buyer sends a message, any pending follow-up is cancelled. The rest is up to your message. Since it's the same for everyone at that stage, keep it short and polite, and don't mention anything that only applies to one buyer.
Can it follow up Instagram DMs too?
Yes. Follow-ups on Instagram DM run on the same scheduler as WhatsApp, and they're cancelled too if the buyer replies. Instagram DM itself is on the Business and Growth plans. The difference is that Instagram has no message templates, so a follow-up only gets through within the reply window since the customer's last message. Use short delays there too.
What about chats handed to an admin that haven't been answered yet?
Chats held by an admin don't get automatic follow-ups. Follow-ups only run on chats the AI is handling, so an automatic message never cuts into a conversation between an admin and a buyer. That means a chat that's been handed off stays your admin's job, including when the buyer goes quiet and needs a nudge.
Is an automatic follow-up the same as a broadcast?
No. Broadcast, or Campaign, is a different feature in the dashboard. An automatic follow-up only runs inside an ongoing chat: one message to one buyer who went quiet at a certain stage, and it cancels itself if the buyer replies. So it's for picking up a conversation that stalled, not for sending promos to many contacts.
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