> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pockla.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Follow-ups

> How we follow up with leads on WhatsApp, and the limits we keep to.

A lead who enquired but hasn't replied can get a short series of follow-up messages on WhatsApp. Each one is a message template approved by WhatsApp, which is the only way a business may start a conversation with someone on WhatsApp.

## The limits

Follow-ups are deliberately cautious:

* **Quiet hours.** UK consumers are messaged only between **9am and 8pm**, UK time. A message that falls due outside those hours waits until the morning.
* **Daily cap.** Each WhatsApp number has a limit on how many automated messages it sends in a rolling 24 hours. Messages over the cap wait for the next window.
* **One message per step.** Each follow-up is sent at most once to each lead, even if something is retried behind the scenes.

## When follow-ups stop

A lead's follow-ups stop as soon as any of these is true:

* they reply
* they've been active in the conversation recently
* they've opted out
* their conversation has been handed to a person
* they've reached a final stage: converted, lost or opted out

Once a lead replies, the assistant takes over the conversation.

## Switched off by default

Follow-ups are off until they're deliberately switched on. Before a new series goes live, it's tried on a short list of test numbers only.


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