How do I set up my AI Sales Assistant Follow Up rules?

Objective

This guide explains how to access and configure AI Sales Assistant (ASA) follow-up and escalation rules so leads are contacted automatically based on priority, source, temperature, and schedule. It also covers rule behavior, validation, deletion, and best-practice setup for reliable follow-up automation.

Key Steps

1. Access the CRM Assistant Follow-Up Settings 0:00

• Log in to the back-end settings area.
• Click AI Settings.
• Open CRM Assistant.
• Locate the Follow-up and Escalation section to begin managing ASA follow-up rules.

2. Understand the Default Rule and Rule Priority 0:23

• Review the built-in default rule, which acts as a safety net for every account.
• Understand that if no custom rule applies, ASA will still follow up using the default behavior.
• Add custom rules on top of the default rule to handle specific lead scenarios differently.
• Remember the priority order:
  • Rules matching source + temperature are applied first.
  • Then source-only rules.
  • Then temperature-only rules.
  • The default rule applies last as a fallback.

3. Create a New Follow-Up Rule 1:09

• Click Add Follow Up Rule.
• Select Edit to configure the rule.
• Choose the rule criteria you want to use:
  • Status
  • Temperature
  • Source groups
  • Specific sources
• Build the rule around the most relevant lead segment for your process.

4. Name the Rule Clearly 1:59

• Enter a descriptive rule name so it is easy to identify later.
• Use names that reflect the rule’s purpose, such as:
  • Hot Leads
  • A specific source name
  • A source-and-temperature combination
• Keep naming consistent across all rules for easier management.

5. Set the Follow-Up Schedule 2:19

• Define the days ASA is allowed to send follow-up messages.
• Click the day buttons to activate the schedule.
• Confirm active days are highlighted in green.
• Add one or more send times for each active day.
• If needed, space follow-ups every other day or use multiple times in a single day.
  
  

6. Configure Follow-Up Behavior Limits 2:45

• Set Delay Before First Follow-Up to control how many hours ASA waits before sending the first follow-up message.
• Set the Follow-Up Window to define the maximum number of days ASA should continue following up.
• Set Engagement Cool-Down to pause follow-ups after a customer replies or a rep reaches out.
  • Use this to prevent ASA from messaging someone already in an active conversation.
  • To pause for multiple days, multiply the number of days by 24.
• Set Max Attempts to limit the total number of follow-up messages ASA can send.
• Remember that ASA stops when either the max attempts are reached or the follow-up window expires, whichever happens first.

7. Save and Validate the Rule 3:58

• Save changes as you configure the rule; updates are saved automatically.
• Watch for validation errors such as:
  • Missing rule name
  • No active days selected
  • Empty source selection
• Correct any highlighted inline errors before the rule can be saved successfully.

8. Delete Unneeded Rules and Protect the Default Rule 4:13

• Click Delete to remove a custom rule you no longer need.
• Note that the default rule cannot be deleted.
• Review rules periodically to keep the automation clean and relevant.

9. Improve Temperature-Based Automation 4:43

• Add more customization to escalation words as a best practice.
• Use lead and disposition tagging to improve how leads move through temperature stages automatically.
• If using temperature-based follow-up, add keywords in the relevant fields so ASA can correctly classify and trigger follow-ups.
• Confirm your tagging and keyword setup supports the intended lead flow.

Cautionary Notes

• Do not delete or attempt to remove the default rule; it is required as a fallback safety net.
• A rule will not save if required fields are missing or invalid.
• Ensure engagement cool-down settings are long enough to prevent ASA from contacting active conversations.
• More specific rules take priority, so review overlapping rules carefully to avoid conflicts.

Tips for Efficiency

• Use clear, standardized rule names so team members can quickly identify purpose and priority.
• Start with a simple rule structure, then add more specific rules only where needed.
• Group similar sources or temperatures to reduce the number of rules you need to manage.
• Use source + temperature rules for the most important lead segments since they are matched first.
• Regularly review escalation words, lead tags, and disposition tags to keep temperature automation accurate.
• Test new rules with a small set of leads before rolling them out broadly.

Link to Loom

https://loom.com/share/4dbbba4a7f564a0e9ddc6b15c6f14f2b

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Understanding Your AISA Follow-Up Activity Timeline

When AISA manages follow-up for a lead, every meaningful step is recorded in the Up Sheet activity timeline. This guide explains what each event means and how to read your timeline.

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What You'll See

Your timeline tracks four types of follow-up events:

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1. Campaign Started

What it means: AISA has determined this lead is eligible for automated follow-up and has begun the campaign. The summary captures the lead's status, temperature, and source at that moment.

This is an informational event — it tells you when automation kicked in and what the lead looked like at the time.

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2. Follow-Up Sent

What it means: A follow-up message was sent. This is the only event that includes the rule name, because this is the only moment a rule actually executed and produced a message to your customer.

If you want to know why a specific message went out, this is where to look.

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3. Follow-Up Skipped

What it means: A follow-up was due, but was temporarily held back because the lead recently engaged (replied, opened, etc.). This is a built-in safeguard to avoid over-messaging active leads.

This is a temporary pause — the campaign continues and will attempt follow-up again on schedule.

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4. Campaign Ended

What it means: AISA has permanently stopped follow-up for this lead. The reason tells you exactly why. Possible reasons include:

• Max attempts reached — the configured number of follow-ups was completed
• Follow-up window reached — the campaign duration expired
• Appointment scheduled — a booking was made, so follow-up is no longer needed
• Stop contact — the lead was marked do-not-contact
• Conversation concluded — the conversation reached a natural end

Once a campaign ends, no further automated follow-ups will be sent.

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How to Read the Timeline

The timeline is designed to answer three questions at a glance:

 

A Note on Rules

Rule names only appear on Follow-Up Sent events. This is intentional — a rule is only shown when it actually fired and produced a customer-facing action. You will not see a rule name on Campaign Started, Skipped, or Ended events, because no rule executed at those points.

This keeps the timeline focused on what happened and why, rather than the internal logic running behind the scenes.

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For questions about your follow-up rules or campaign configuration, contact your AutoRaptor support team.