What happens when a lead gives their number or email and then goes quiet?

Someone asks your web chat about a job, gives their phone number, gets an answer from your AI and then goes quiet. Peakify notices and writes a few friendly follow-ups for them, so the lead is not lost. This comes with Pro and up, and it needs no setup. You can change the timing or the messages, or switch it off, from Setup, then Follow-ups.

Who counts as a lead who went quiet

Peakify looks at your open conversations on web chat, text and email. A lead went quiet when all of these are true:

• your AI sent the last message, at least 4 hours ago and less than 48 hours ago;
• the lead gave you a phone number or an email address;
• nobody on your team has written in that conversation, and the lead is not waiting for a person;
• the AI is on for that conversation;
• the lead has not booked an appointment and is not already a customer;
• the lead is not already getting follow-ups, and has not had these follow-ups in the last six months.

WhatsApp conversations are not included.

The three follow-ups and when they go

1. About 4 hours after the lead went quiet, the AI picks up where the conversation stopped and offers help with what they asked about.
2. 3 days later, it offers to answer any questions or help them book.
3. 7 days after that, it leaves the door open, with no pressure.

They go on the channel the lead gave you: a text for a lead who gave a phone number or texted you, an email for a lead who gave only an email or emailed you. Messages are only due between 9 am and 9 pm in your business's time zone, and a text never reaches the lead between 9 pm and 8 am their time. Every text starts with your business name and says "Reply STOP." at the end, so the lead always knows who it is from and how to stop it.

You check each one first

The AI writes each follow-up when it is due, and the bell tells you it is ready. Open the lead's page from Contacts, then the Payments tab. The Follow-ups card sits below Payments. It says "Started because Sam went quiet after giving a way to reach them" and shows the message. Click "Approve and send", change it with "Edit" first, or click "Skip this one".

Nothing goes out without your approval until you choose to let these follow-ups send on their own. That choice is separate from your other follow-ups: letting your own sequences send on their own does not change it. See When does the AI send something without asking me first?.

When the follow-ups stop

They stop on their own, and nothing more is sent, when:

• the lead writes to you again, on any channel;
• the lead books an appointment;
• the lead opts out of messages, for example by replying STOP;
• someone on your team writes to the lead, finishes one of their jobs, or the lead asks to talk to a person.

When your team steps in, the card reads "Stopped: a person took over". You can also click "Stop the follow-ups" on the card at any time.

Change the timing or switch it off

Open Setup, then Follow-ups. The card "When a lead goes quiet" is at the top. It shows the timing above and a switch.

• To stop these follow-ups, turn the switch off. No lead who goes quiet is followed up until you turn it on again. Follow-ups already on their way to a lead carry on until they finish or stop on their own.
• To use your own messages or timing, click "Change the messages". Edit the steps and click "Save sequence". Next time, click "Edit" on the card.
• To make one of your other sequences the one for leads who go quiet, click "Edit" on it, tick "Use this for leads who go quiet" and save. Only one sequence can be the one for leads who go quiet, so the last one you tick replaces the one before.

Your own timing has to stay gentle. Use 4 messages or fewer, and wait at least 2 days between one message and the next. The first message can go as soon as the lead has been quiet for about 4 hours. A sequence for leads who go quiet starts by itself, so it cannot also start from a job.

If you delete the sequence you chose, leads who go quiet get the ready-made follow-ups again. To stop them, switch the card off instead.

What visitors are told when they give a number

When your web chat asks a visitor for a phone number, it tells them in the same place: "We may text you about your enquiry. Reply STOP to stop." They see it under the box where they type their phone number or email, and your AI says it right after it asks for a number. If they reply STOP, texts to them stop.