There are situations when a user wanted to purchase your product, started the flow, but didn’t click the button, didn’t pay, or didn’t reach the payment page. Maybe they didn’t change their mind — they just got distracted or forgot. That’s when it’s worth reminding them and encouraging them to complete the purchase. Here’s how.
Working with tags
To build an effective funnel with follow-up messages, you’ll need to use tags.
Tags are special labels in the client’s profile that record actions users take within the automation. You can segment users based on their actions or choices. For example, you can assign a tag like clicked_payment_link to anyone who clicked the payment link.
If a user has a tag — it means they performed the action and moved forward in the flow (e.g., clicked a button or submitted their info).
To add a tag you need to choose Action → Add Tag. Then, enter an appropriate tag or create a new one. Once the tag is assigned, the user can be redirected to another automation, the next step, or directly to the purchase — it’s up to you.
Important: If there are multiple follow-up steps in your flow, use new tags at each step, as once a tag is assigned, it stays with the user’s profile.
Tag names don’t matter to the user (they don’t see them). It’s recommended to use names that make it easy for you to navigate.
There are 3 types of follow-up actions:
How standard follow-up for buttons works
Follow-up messages can remind the user to take an action (e.g., click a button)
or immediately move the user forward in the scenario to the next step.
Important: When triggered by a comment, follow-up messages for the first message won’t work, because in this case, the “follow-up” message will be the second one, and the bot can only send 1 message.
This should be taken into account when building the automation, or you may need to adjust the template. See the guide on comment-based triggers for more details.
For buttons you need to assign a tag to track button clicks. If the user hasn’t clicked the button, the chatbot will send a reminder message.
Initially, create a message asking the user to click a button or take another desired action. If the user clicks the button, assign the tag.
For example, if a lead magnet was offered in the message and the user clicked the button to receive it, you can assign the tag “interested_in_lead_magnet”, and then send a message with a link to the relevant material.
Add a delay before checking the tag. Make sure the user has time to take the action — at least 5–10 minutes. There may be various situations, including unstable internet connections. Sending the follow-up too soon could annoy the user.
To add a delay: add an Action block → set the desired delay (e.g., 10 minutes)
Only after this delay should you check whether the user took the desired action. For this case:
Add a Condition block → Assigned Tags
Select the tag (e.g., clicked_button_1)
After sending the first message, the chatbot waits for the specified time and checks the tag. If it does not meet the conditions, the follow-up message will be sent to the user. If the user has fulfilled the condition, the follow-up message will not be sent.
What to do if there are multiple buttons and the user doesn’t take action:
If the user clicked at least one button, you can set up the condition to check “Contains” — meaning the user has at least one of the specified tags.
If the user didn’t click any button, configure a follow-up reminder message.
How follow-up for link clicks works
Important: First, enable click tracking in the link button settings. Click on the button name, and the settings menu will appear on the right:
Once tracking is enabled, if the user clicks the link, a tag is automatically assigned:
From the message with the link, we set a delay to give the user time to click the link. To create the delay, select Action from the message where the action needs to be performed, and specify the time interval after which the tag will be checked.
After the delay, a condition is set up to check whether the user took the action or not. For example, the chatbot should check for the tag after an hour.
Create a condition to check for the tags assigned to users. From the delay action, add a Condition block, select Assigned Tags, and choose the specific tag. In our example, it’s "came from Insta".
Create a reminder message and connect it to the condition if the user does not meet the criteria:
You now have the complete action for the chatbot — it sends the message, waits for the specified time, checks the tags, and proceeds based on their presence or absence.
If the user does not have the tags yet: it means they haven’t clicked the button with the link or visited the resource. In this case, send them a reminder message.
Continue the flow after the user clicks the link, if necessary:
Note: This is possible if click tracking is enabled for the button.
Check the result — if the user clicked the resource link, assign one tag; if they didn’t click, assign a different tag. Depending on the assigned tag, the flow will continue — for example, if they didn’t click, send them a new follow-up message.
How follow-up for data collection works
This is the third and most advanced type of follow-up — motivating the user to provide the necessary data.
Important: The follow-up for data collection works only if there was a previous message with a button.
Without the button-click step, you cannot set up follow-up for data collection — keep this in mind when planning the flow.
Follow the same steps as in the standard follow-up for buttons. Add a message asking the user to provide their contact details or other information. (See guide: Collecting client data)
For this example, let’s call this flow “Follow-Up 1”, where we track the button click and move to the data collection step:
Set up the check for the user's response. To do this, create a separate block after collecting the data, assign a tag to the user, and place this action between the data collection and the next step in the flow.
If the client responds to the message, assign a new tag to them. If everything goes well, you’ll have all the information, and the client will be ready for the next step.
Next, we need to create a condition to check for this tag, so we can verify whether the user provided their data or not.
In the condition, select the tag assigned to the client when they provided their data:
Additionally, add a message prompting the user to provide their data and connect this message to the "Collect client data" action:
Connect these blocks with "Follow-up 1", linking the arrow from the condition where the tag assigned from the button was checked:
If tag 2 is not assigned to the user, it means they haven’t provided their information. They may have simply forgotten. In this case, set a condition for "Matches tag 2", and from the "does not match" option, create a new follow-up message with a reminder and an incentive to complete the action.
If both tags are assigned to the user — everything is good, the client has passed the necessary part of the automation and provided their data.
How it works:
Set up a check for messages from the user on this button.
Create a step for data collection.
Assign tag 2 after data collection.
Add a delay after the message with the button.
Check tag 2.
In this scheme, tag 1 and its check help verify the user's path. If the user has the tag, it means they clicked the button and reached the point where they need to provide a response to the bot. If not, send them a reminder message.
For example, you can create a funnel where you first offer the user to watch a training video, and then after an hour, ask for their feedback — whether everything was clear and if they enjoyed watching it. Here's how the chatbot will work in this scenario:
You send a message with a link to a training video.
After an hour, check if they clicked the button.
If they clicked, ask them to provide their data for future webinars.
If they didn’t click, send a follow-up to make sure they opened and watched the video.
Create a block to collect data and ask for feedback on the webinar.
If the user leaves feedback — thank them.
If they didn’t respond — remind them again.
In this case, tag 2 and its check help determine if the user submitted their response.
With this scheme, you can set up two follow-ups and check two parts:
Follow-up if the user hasn’t clicked the button.
Follow-up if the user clicked the button but didn’t provide the response where you needed it.
What to do if the user still doesn’t take action
If all necessary messages were sent but the user still hasn’t taken action, you can set up a follow-up for the follow-up message (repeat the reminder).
To do this:
Add a delay to the reminder message
Set a Condition to check for the same tag.
Automation will check the assigned tags and send another reminder if the user hasn’t completed the desired action.
Note: Be careful not to overdo follow-up messages. If you push too aggressively, it could drive the user away. If they feel constantly pressured, they may be less likely to take action.
If users aren’t responding to your reminders and offers, try changing tactics or offering an additional incentive to motivate them to act.
