The Manage Reminders feature is designed to automate follow-up communications for specific outbound chatbot interactions.
Note: This functionality is strictly limited to outbound chatbots and does not apply to web or sourcing chatbots.
The delivery method depends on the chatbot type:
- SMS reminders are exclusive to SMS chatbots
- Email reminders are for Email chatbots
To implement reminders, users must first identify the conversation state they wish to target. Reminders can be triggered for two specific statuses:
- Never Started: For recipients who have not initiated the conversation.
SMS:
Email:
- Abandoned: For recipients who started but did not complete the conversation.
SMS:
Email:
These two statuses are independent and can be configured to run simultaneously.
To enable the feature for a specific status, the user must activate the “Reminder is On” toggle.
Once the reminder is toggled on, the following configurations must be defined:
- Timing: Users can determine the delay before a reminder is sent, with options ranging from 1 to 23 hours or 1 to 30 days.
- Frequency: The system allows for a Text Reminder Occurrence of 1 to 5 times.
- Content Customization: For SMS-based reminders, users must input text into the “SMS Message” field. This field is dynamic, supporting enabled variables pulled directly from the ATS to ensure personalized communication.
After all timing, frequency, and messaging parameters are defined, the configuration must be finalized by clicking the “Save” button located in the bottom right corner of the interface.