Campaign Follow-Up Flow

Campaign Follow-Up Flows let you automatically continue the conversation with members based on how they interacted with one of your campaigns. You can follow up with members who responded, clicked a link, selected a specific survey choice, or didn’t take action at all.

How It Works

• All campaign recipients will enter the Follow-Up Flow.
• You select one campaign and, if applicable, one member action to follow up on:
  • Response (any response or 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.
  • If the campaign selected has a survey, members will be branched based on their response and which survey choice it was grouped with.
• Each campaign can only have one Follow-Up Flow.

Response Flows

• For “Response” flows, you can choose:
  • Any Response → members split into “Responded” and “Didn’t Respond” paths
  • Keyword(s) → members enter the “Keyword(s)” path their response matched, the “Didn’t Match a Keyword” path, or "Didn't Respond" path.

Flows for Surveys

• If the selected campaign includes a survey:
  • Members are branched based on which survey choice their response was grouped with.
  • You can message members who were grouped with specific survey choices, those whose responses didn’t match a survey choice , and members who didn’t respond.

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

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
• If a survey campaign is edited, its linked Follow-Up Flow will 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 for a standard campaign:
  • Before 6 hours ends: Responders enter the correct path in real time; Non-responders enter Didn’t Respond after 6 hours.
  • After 6 hours ends: Members who responded during the window enter the appropriate Any Response or Keyword(s) path. All other members enter Didn’t Respond.
• If the Follow-Up Flow is published for a survey campaign:
  • Before 6 hours ends: Responders enter the path for the survey choice their response was grouped with in real time. Non-responders enter Didn’t Respond after 6 hours.
  • After 6 hours ends: Members who responded during the window enter the matching Survey Choice or Other path. All other members enter Didn’t Respond.
     

Keyword(s) Response Type

• Keywords can include words, phrases, hashtags, or emojis
• You can add multiple Keyword paths to a single Follow-Up Flow
• The same keyword cannot be used in more than one path
• Members can enter a Keyword path by sending the keyword alone or within a sentence
• Only the first message a member sends is scanned for keywords
• A member can only enter one Keyword path
• Keyword matching order:
  • Path #1 is checked first
  • If no match is found, the system checks the next path
  • If no keywords match, the member enters Didn’t Match a Keyword path
     

Survey Responses

• A member can only enter one Survey Choice path
• If a response is grouped with multiple survey choices, the member enters the highest-listed choice
• Responses not grouped to a survey choice enter the Other 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