> ## Documentation Index > Fetch the complete documentation index at: https://help.ciarem.ai/llms.txt > Use this file to discover all available pages before exploring further. # Proactive follow-ups > Let an agent send up to three timed nudges when a customer goes quiet, inside WhatsApp's 24-hour window. **Follow-ups** let an agent send short nudges when a customer stops replying, so a conversation that stalled at "let me think about it" does not just end there. It is a per-agent setting you turn on in the agent's configuration. ## How it works In the agent's setup there is a **Follow-ups** section: "Follow up when the customer goes quiet." When it is on, you pick which of three moments the agent nudges at: **15 minutes**, **1 hour**, and **2 hours** after its last unanswered message. Check one, two, or all three. The agent works through them in order, and the moment the customer replies, the remaining nudges are cancelled. When you switch it on, Ciarem pre-selects a default for the agent's type: support and FAQ agents nudge at 15 minutes (people mid-issue are still around), appointment agents at 1 hour, and sales and qualifier agents at 2 hours (give a real person time to think). ## The agent decides whether to send Each moment you pick is a chance to follow up, not a guaranteed message. When the moment arrives, the agent reads the conversation, writes the follow-up itself, and decides whether sending it helps the customer. If it has nothing new to add, or its last message already asked a question the customer has not answered, it stays silent. It never repeats or rephrases an earlier follow-up, and it never invents a price, a discount, or a deadline to get a reply. So a conversation with all three moments ticked may get one follow-up, two, three, or none. The Follow-ups section in an agent's configuration: the "Follow up when the customer goes quiet" switch and the 15 minutes / 1 hour / 2 hours checkboxes ## Good to know * It is **per agent**, so you can let your sales agent chase a quiet lead while a support agent stays hands-off. * It applies **going forward**, to conversations that agent answers after you switch it on, not to old threads. * Every nudge fires inside WhatsApp's free **24-hour service window**, so it needs no message template and carries no extra Meta cost. To reach someone after the window has closed, use a template instead. See [Creating and managing message templates](/channels/message-templates). You do not write the follow-up text. The agent keeps it to one short message, in the language the customer used, in the tone set in [Basic configuration](/ai-agent/basic-configuration). Your [live numbers](/ai-agent/agent-health) tell you whether follow-ups are winning conversations back.