Chains Overview

Chains are automatic message sequences sent to customers with specified intervals. Use them for follow-ups, nurturing, and customer reactivation.

Why Use Chains

• Follow-up — remind customers who didn't respond

• Nurturing — message series to prepare for sale

• Reactivation — bring back customers who went cold

• Onboarding — educate new customers

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How Chains Work

Customer enters pipeline stage
        ↓
Chain starts
        ↓
Step 1: Message (immediately or after N minutes/hours/days)
        ↓
Step 2: Message (after specified interval)
        ↓
...
        ↓
Customer responds → Chain stops

Important! Chain automatically stops when customer responds or moves to another pipeline stage.

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Creating a Chain

Step 1: Open Editor

1. Go to agent editor

2. Open "Chains" tab

3. Click "Create Chain"

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Step 2: Configure Launch Conditions

Field	Description
Name	Chain name (e.g., "New Lead Follow-up")
Pipeline	Select pipeline
Launch stages	Which stages trigger the chain
Exclusion condition	When NOT to launch (e.g., if customer already responded)

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Step 3: Add Steps

Click "Add Step" and configure:

Field	Description
Delay	When to send (minutes/hours/days)
Action type	AI message, template, email
AI instruction	What the agent should write

Example Chain:

Step	Delay	Action
1	1 hour	AI: "Check in, ask if there are questions"
2	1 day	AI: "Ask if they reviewed the proposal"
3	3 days	AI: "Offer a call to discuss"
4	7 days	Email with commercial offer

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Step 4: Configure Schedule

Specify when the chain can send messages:

• Days of week — e.g., Mon-Fri

• Working hours — e.g., 09:00 - 18:00

• Timezone — customer's or fixed

Important! If send time falls outside working hours, message will be sent at the start of the next working period.

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Step 5: Limits

Setting	Description
Launch limit	How many times chain can run for one contact
Step limit	Maximum number of messages

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Step Actions

AI Message

AI agent generates a message based on your instruction:

Instruction: "Remind customer about our conversation, ask if they have questions about the proposal"

AI takes into account dialogue context and CRM data.

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Message Template

Fixed text with variables:

Hi, {{contact.name}}!

This is {{user.name}} from {{company}}.
I wanted to check if you had a chance to review our proposal?

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Email

Send email with option to attach files:

• Email subject

• Email body

• Attachments (PDF, documents)

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Chain Stops

Chain stops automatically when:

• Customer responds to a message

• Customer moves to another stage

• Step limit reached

• Chain disabled manually

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Example Chains

Follow-up After Demo

Step	Delay	Action
1	2 hours	AI: "Thank for demo, ask for impressions"
2	1 day	AI: "Check if there are questions about features"
3	3 days	AI: "Offer trial period"

Reactivation of Cold Leads

Step	Delay	Action
1	7 days	AI: "Check in, offer relevant updates"
2	14 days	Email with new offer
3	30 days	AI: "Ask if plans have changed"

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Frequently Asked Questions

Can I edit a running chain?

Yes, changes will apply to new steps. Already scheduled steps will remain unchanged.

How to cancel a chain for a specific customer?

Move the customer to a stage not included in the chain's launch conditions.

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Need Help?

• Telegram: @constanta_support_bot

• Email: [email protected]