Messages
If no agents respond within the specified time interval, a message will be sent to request the user’s details, such as their email.
Configure this under Settings → Messages → Follow up message in your Aysali Bot admin panel.
Message capabilities
You can compose the follow-up prompt using the same features as other bot messages:
- Text formatting — bold, links, lists, and more in the message body
- Merge fields — insert dynamic values such as
\{user_name\}in the success message
The follow-up is delivered as an email capture rich message ([email ...]) in the chat widget, with optional fields for name, last name, and phone.
Confirmation email
You can send a confirmation email to the user after they submit their address:
- Fill in Follow up email (subject and content) under Settings → Messages.
- The outgoing email is wrapped with the layout from Settings → Notifications → Email template.
Use merge fields such as \{user_name\} and \{user_email\} in the follow-up email content.
Delay behavior
| Scenario | Delay |
|---|---|
| Delay (seconds) is set in settings | Uses your configured value before the message is sent |
| Delay is empty | A dynamic interval applies: 15 seconds if Settings → General → Office hours is configured and the current time is within office hours, or if at least one agent is online; otherwise 5 seconds |
The delay runs server-side when the follow-up bot message is executed (after an agent has not replied and other conditions are met).
Office hours affect the default delay when Delay is empty — see Scheduled office hours.
Important behavior
Settings
| Setting | Description |
|---|---|
| Active | Turn the follow-up message on or off |
| Disable outside of office hours | Do not send when outside the office-hours schedule |
| Disable for messaging channels | Do not send on messaging channels (WhatsApp, etc.) |
| Name | Show a first-name field in the form |
| Last name | Show a last-name field |
| Phone | Show a phone field |
| Phone required | Require phone when the phone field is shown |
| Title | Heading shown on the email capture form |
| Delay (seconds) | Wait time before sending; leave empty for dynamic 15s / 5s behavior |
| Sound | Play a notification sound when the message is sent |
| Message | Body text above the email form |
| Success message | Shown after submit (default placeholder uses \{user_email\}) |
| Placeholder text | Placeholder for the email input |
Follow up email (same Messages area)
| Setting | Description |
|---|---|
| Subject | Confirmation email subject |
| Content | Confirmation email body (supports HTML and merge fields) |
Example workflow
- •
Enable and write the prompt
Turn on Active, set Title and Message, and customize Success message if needed.
- •
Set timing
Enter Delay (seconds) or leave it empty to use the automatic 15s / 5s rules.
- •
Optional confirmation email
Configure Follow up email and ensure Email template under Notifications looks correct.
- •
Save and test
Open the chat widget as a visitor without an email, send a message, and wait without an agent reply.