What it does
If a user stops replying mid-conversation, ChatKit can send them a follow-up message after a delay — up to a configurable number of reminders — to bring them back.
Configure
Open the inbox → Settings → Follow-up:
- Delay (seconds) — how long to wait after the last user message before the first reminder (default 120)
- Max reminders — how many follow-ups to send before giving up (default 1)
- Follow-up message — the text to send; leave empty to disable follow-ups entirely
Good practices
- Keep the message short and helpful: "Are you still there? How can I help?"
- Use a delay that matches your audience (120s is great for live chat; longer for WhatsApp)
- Don't set too many reminders — one or two is usually enough to avoid annoying users