Dynamic follow-ups
Dynamic follow-ups are designed in such a way that the context of the dialogue is now analyzed and follow-ups are sent at the optimal time for the client, rather than at a fixed interval.
Dynamic follow-ups automatically adjust message sending times to the client's specific situation, making reminders more personalized. In addition to standard intervals, the system can now take into account important dates and events in the conversation, sending messages precisely when they are most relevant.
For example, if a client has scheduled an appointment for a specific time, a reminder will be sent just before the appointment, rather than after a fixed time interval.
Adding and creating a Dynamic Follow-up
Let's look at creating dynamic follow-ups using the example of reminding a client about booking a session.
To add the ability to generate a dynamic follow-up in a dialog, you need to create a new Action.
Go to the Workflows tab and click Add.
Select the step type Set follow-up
Fill in the general settings fields in the Trigger Conditions tab
Add Arguments in the Action Variables tab
In our case, there will be three reminders for the client. Therefore, we specify three arguments—each argument will be responsible for sending a reminder according to its own scenario:
datetime_now — notification at the time of recording
datetime_one_days_before — notification 1 day before the event
datetime_two_hour_before — notification 2 hours before the event
Go to the Action Steps section, click Add Step and select Set Follow-Up from the list:
Fill in the required argument in the Follow-up Launch Date-Time field by clicking the gear icon ⚙️ on the right.
Since we have three reminders in our example, we'll create three steps. Each reminder (argument) requires its own step. You can't add all three arguments in a single step.
Now, at each step, you need to configure the message that will be sent to the user:
Flag meanings:
No flag enabled — the text from the Message field will be sent to the user exactly as it is.
Invoke Bot — allows you to specify instructions for the bot to perform when a given action is performed (for example, generate a message and call a knowledge base file).
Generate Message — allows you to specify instructions for the bot to generate a text message to send to the user.
In our case, we will use the Call Bot function:
Click Save
Similarly, we configure steps 2 and 3 and create a message sending for each scheduled reminder. Ultimately, we need to add three separate steps to this action:
Click the gear icon ⚙️ to the right of the Add Step button and select Bot Response Rules — All:
Click Save
Not only date and time can be passed as arguments, but also any other arguments that can be used as a template for generating a message.
To add an argument to the template of the sent reminder, go to the step settings and insert the generated argument in the desired place in the text:
You can form any required argument by providing the Bot with the necessary instructions.
Next, you need to add instructions to the prompt that will tell the Bot to add dynamic follow-ups to the dialog and generate the necessary arguments.
When a client is successfully registered, call the notify_customer function and pass three dates to it: the current date and time, the date and time 1 day before the scheduled meeting (event), and the date and time 2 hours before the scheduled meeting (event).
When a customer is successfully scheduled, create a {service_description} argument using the name and description of the service the customer has scheduled and call the notify_customer function, passing in three dates: the current date and time, the date and time 1 day before the scheduled meeting (event), the date and time 2 hours before the scheduled meeting (event), and the {service_description} argument.
Where to view scheduled reminders
You can see a full list of scheduled reminders for a specific conversation by going to the Chats section:
Since our scenario calls for the first notification to be sent immediately after a client successfully books a session, when we open the list of scheduled follow-ups, we see two remaining scheduled reminders. The first notification has already been successfully sent to the chat.
Canceling and changing a Dynamic Follow-Up
When working with dynamic follow-ups, you may need to cancel already scheduled reminders—for example, when rescheduling an event, changing a meeting date, or canceling a service. There are two main ways to do this:
Built-in option to remove old follow-ups when installing them.
In the "Set Follow-Up" step settings, you can enable the option "Delete all reminders associated with this step in the dialog when the step is activated." When this step is called again, all previously set reminders will be automatically deleted and replaced with new ones.
You only need to enable this setting in the first step, otherwise, during installation, all reminders except the last one will be deleted.
Pros of this approach:
Simplifies the scenario—no separate action is required for cancellation.
Useful for scenarios with regular date changes (automatic replacement).
Fewer setup steps.
Cons:
Less flexibility—all reminders associated with a step are deleted, with no option to select individual reminders.
Reminders cannot be canceled without setting new ones; it functions more like a reminder rescheduling feature.
Using the separate "Undo Follow-Up" action
In this case, a separate action is created in the Actions section, which is entirely responsible for deleting previously set reminders.
Enable the Cancel all follow-ups (Reminders) function for the dialog.
Fill in the name and description of the function.
Click Save
In the main instruction, we write the following: When canceling reminders, call the cancel_follow_ups() function.
Pros of this approach:
Full control: you can explicitly call cancel only when necessary.
Clear script structure—cancel is not mixed with setup logic.
Cons:
Requires an additional script step and separate call logic.
Inconvenient for frequent transfers—you'll have to call two actions (cancel + setup).
💡 Recommendation: For one-time cancellations or targeted deletions, use the separate "Cancel Follow-Up" action. To automatically move and replace reminders within a single scenario, enable the option to delete old reminders when setting new ones.
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