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

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"

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

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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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

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

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Chain Stops When

• Customer responds to a message

• Customer moves to another stage

• Step limit reached

• Chain disabled manually

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Need Help?

• Telegram: @constanta_support_bot

• Email: [email protected]