Campaign Follow-Up Flow

  • Updated

Campaign Follow-Up Flows let you automatically continue the conversation with members based on how they interacted with one of your campaigns.

This new Flow will also enable you to re-engage members who did not take an action against a specific campaign. 

 

How It Works

  • All campaign recipients will enter the Follow-Up Flow.
  • You select one campaign and one member action to follow up on:
    • Response (any response or specific keywords)
    • Clicked a Link (only available if Community Link Tracker was enabled)
  • Members are branched into paths depending on whether they did or didn’t take the selected action.
  • For “Response” flows, you can choose:
    • Any Response → members split into “Responded” and “Didn’t Respond”
    • Specific Responses → members branch into keyword-based paths, plus “Response Didn’t Match Keyword” and “Didn’t Respond.”
  • Each campaign can only have one Follow-Up Flow.

 

Where to Create a Campaign Follow-Up Flow

  • From the Flows Tab, Campaign List or Campaign Details page
    • Click the ellipses menu next to a campaign to create a Follow-Up Flow
    • If a Follow-Up Flow already exists for a campaign, you’ll see options to Edit or View it

 

Best Practices

  • Draft or schedule your campaign first.
  • Create the Follow-Up Flow once the campaign is ready.
  • Publish the Follow-Up Flow before the campaign is sent.
  • Doing this ensures members enter the flow in real time as they interact with the campaign.

 

Things to Know

Campaign Types & Availability

  • Works with Sent, Scheduled, and Draft campaigns
  • NOT supported for WhatsApp campaigns
  • If a campaign is deleted before sending, its linked Follow-Up Flow will also be deleted
     

Editing & Publishing

  • If a campaign is Active or Sending, you can pause or edit the Follow-Up Flow — changes only apply to members who haven’t yet entered it
  • Once a campaign is complete and its Follow-Up Flow published, the flow can no longer be edited or deleted
     

Response Timing

  • Members can respond up to 6 hours after a campaign is sent
  • If the Follow-Up Flow is published:
    • Before 6 hours ends: Responders branch into the right path in real-time; non-responders enter “Didn’t Respond” after 6 hours
    • After 6 hours ends: If the Follow-Up Flow is published for a 'complete' campaign, members that responded during the 6-hour window will enter the correct response path — either the "Any Response" path or the appropriate "Specific Response" path.
      • All other members will enter the “Didn’t Respond” path.
         

Specific Responses with Keywords

  • Responses can be matched to keywords, phrases, emojis, or hashtags
  • The same keyword cannot be used across multiple paths in a single flow
  • Only the first message a member sends in response to a campaign will be scanned for matching keywords
  • A member cannot enter more than one Specific Response path.
    • Keywords in Path 1 are checked first. If there is a match, the member will enter Path 1. If there are no matches, the message will be checked against the next path.
  • If no keywords match, they enter the “Response Didn’t Match Keyword” path
     

Click Timing

  • Links are tracked for 3 days after a campaign sends
  • If the Follow-Up Flow is published:
    • Before 3 days ends: Clickers enter the “Clicked” path in real-time; non-clickers go into “Didn’t Click” after 3 days
    • After 3 days ends: If the Follow-Up Flow is published for a 'complete' campaign, members that clicked a link during the 3-day tracking period will enter the “Clicked a Link” path.
      • Members that didn’t click a link will enter the “Didn’t Click Link” path

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