How to set up automated follow-ups so no enquiry goes cold
A customer messages, gets a reply, then goes quiet — and unless someone manually remembers to check back in, that enquiry just goes cold. Orella's Journeys exist to make that follow-up automatic instead of dependent on memory.
- 1
In your console, open Journeys from the Messaging group in the left-hand navigation.
Screenshot pending
The console navigation with the Messaging group expanded, showing Journeys, Campaigns, and Templates.
- 2
Pick a starting point from the template library, or build a new one, describing when it should trigger (for example: a lead has had no reply after a set number of days) and what message it should send.
- 3
Publish the journey. From that point on, any lead matching its trigger gets followed up automatically — you only step in for the replies that need a real person.
Every plan includes automated follow-ups. What changes between plans is how many messages and team seats are included each month, not whether this feature is available.