When is a conversation considered «quiet» and followed up?

A conversation is quiet when its last message is Eva's, the wait period you chose has passed, and the customer wrote at some point in the last 30 days. Any reply from them stops the follow-up and restarts the count.

How many follow-up messages can one customer get?

You choose from 1 to 3, with 2 as the default, spaced by the same number of hours you picked between one message and the next. After the ceiling the platform sends nothing more until the customer replies.

Can a follow-up arrive in the middle of the night?

No, because sending is limited to 9 am to 9 pm Riyadh time every day. Anything due outside those hours waits for the first run inside them.

What if the customer says they do not want messages?

They receive no follow-up once they send «إيقاف» or one of the recognised opt-out phrases. Their file is flagged and both the quiet-lead and no-show follow-ups stop for them.

Does it work before WhatsApp approves the templates?

No, a follow-up is only sent with an approved template. If the no-show template is not yet approved, the plain «Are you still interested?» message is sent in its place until it is.

How does the system know a customer missed the viewing?

The agent records it from the calendar, and the platform itself asks the agent an hour after the viewing ends «Did the customer attend?». The no-show message is only sent if «no-show» was recorded.

Last updated 2026-10-04

Auto follow-up: for the lead who went quiet or missed the visit

Auto follow-up is an EvaCore feature that sends an approved WhatsApp template from your office number to a lead who stopped replying after Eva answered, or whom the agent marked a no-show. It runs 9 am to 9 pm Riyadh time and stops when a person steps in. Included in both plans; Meta bills template fees to your own account.

Included

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What is it?

Auto follow-up is set up in «إعدادات إيفا» (Eva settings) with two switches: «Follow up customers who went quiet» and «Viewing reminders and no-shows». Turning either on submits the default follow-up templates to WhatsApp for approval, and the page shows each template's status. The platform then checks your conversations every 15 minutes and follows up only where the rules allow.

Who is it for?

An office where Eva answers leads and many then go silent with nobody following up.
A manager who does not want a lead lost just because the agent was busy after a missed viewing.
An office that wants disciplined follow-up with a ceiling, not repeated pushy messages.
An owner who wants to set the silence period and the number of messages personally.

What problem does it solve?

A lead who went quiet is forgotten after a few days, and may still be interested.
Someone who missed a viewing hears nothing unless the agent remembers.
Manual follow-up sometimes lands late at night or reaches a customer who said no.
Unrestricted automated follow-up can message a lead whose file is closed or who has a viewing coming.

How it works, step by step

Connect your office number through Zernio; nothing is sent before that, and the page warns you if the number is not connected.
Open «إعدادات إيفا» (owner only), find the «Automatic follow-up» section and switch on «Follow up customers who went quiet».
Choose «After 12, 24, 48 or 72 hours of silence» (default 24) and at most 1, 2 or 3 messages (default 2).
Switch on «Viewing reminders and no-shows» if you want follow-up after a missed viewing (the pre-viewing reminder is covered under «Viewing reminders»).
Watch «Message templates» on the same page; a follow-up is only sent once WhatsApp has approved its template.
One hour after each viewing, the responsible agent gets a «Did the customer attend?» notice and records «attended» or «no-show» from the calendar.
If it is marked a no-show and 30 minutes pass, the customer gets a message offering to arrange a new time, unless a new viewing is already booked.
When the customer replies to any message the thread returns to Eva or your agent as usual, and the count starts again.

What is included

Follow-up to a silent lead with an «Are you still interested?» template after the period you choose.
A ceiling on messages per silence; a customer reply resets the count.
A message to a customer who missed a viewing, offering a new time.
A notice to the agent one hour after the viewing to record attendance.
Default templates submitted to WhatsApp for approval automatically when you switch it on.
Automatic stop rules that protect both the customer and the office.

Limits and fair use

Nothing is sent outside 9 am to 9 pm Riyadh time.
Nothing goes to anyone who opted out, and a quiet-lead follow-up never goes to your own staff's numbers.
A quiet-lead follow-up stops if the lead is closed, has a viewing coming, a reservation or a sale, asked for a person in the last 7 days, had a person write in the thread in the last 7 days, or the agent set a follow-up date.
It is not sent while an agent has taken over the thread (until the inbox resumes Eva), nor when the thread is on an employee's own line, nor after a send WhatsApp refused.
Quiet-lead and no-show follow-ups go out only when Eva is on for WhatsApp and not paused by her schedule, because the customer may reply and Eva needs to be there to answer.
Each 15-minute run sends at most 30 quiet-lead follow-ups per office; the rest wait for the next run.
The platform, not AI, decides who is followed up, and closing and negotiating stay with your agent.

Price and what others bill you

Item	Price	Billed by
Auto follow-up (quiet / missed visit)	Included	EvaCore

What others bill you

Follow-up template fees (utility category) are billed by Meta to your office's WhatsApp account; EvaCore charges nothing for them.

Frequently asked questions

When is a conversation considered «quiet» and followed up?: A conversation is quiet when its last message is Eva's, the wait period you chose has passed, and the customer wrote at some point in the last 30 days. Any reply from them stops the follow-up and restarts the count.
How many follow-up messages can one customer get?: You choose from 1 to 3, with 2 as the default, spaced by the same number of hours you picked between one message and the next. After the ceiling the platform sends nothing more until the customer replies.
Can a follow-up arrive in the middle of the night?: No, because sending is limited to 9 am to 9 pm Riyadh time every day. Anything due outside those hours waits for the first run inside them.
What if the customer says they do not want messages?: They receive no follow-up once they send «إيقاف» or one of the recognised opt-out phrases. Their file is flagged and both the quiet-lead and no-show follow-ups stop for them.
Does it work before WhatsApp approves the templates?: No, a follow-up is only sent with an approved template. If the no-show template is not yet approved, the plain «Are you still interested?» message is sent in its place until it is.
How does the system know a customer missed the viewing?: The agent records it from the calendar, and the platform itself asks the agent an hour after the viewing ends «Did the customer attend?». The no-show message is only sent if «no-show» was recorded.

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