How to configure Capitão to send automatic follow-up if the lead doesn't respond in 24 hours

To automatically send a follow-up message when a lead doesn't respond in 24 hours, the most direct path in Papo (https://papo.global/) is to configure a Flow with a 24-hour wait, an inactivity condition, and the Send Message action. Capitão comes in as a support layer: it can help qualify the lead, suggest the message tone, or give the team context, while the flow ensures the follow-up goes out at the right time, without relying on a manual reminder.

Automation summary

Step	Resource	Configuration	Result
Pause the journey	Wait step in Flow	Set 24 hours	Waits the ideal period before re-engaging
Detect silence	Inactivity condition in Flow	Check that the lead did not interact	Advances only leads without a response
Send the follow-up	Send Message action	Short text or Message Template	Triggers the re-engagement message
Personalize the content	Capitão as copilot	Suggest tone and context before saving	Message better suited to the conversation

How the inactivity follow-up automation works

In Papo's Flow builder, you combine two moments: a wait and a check. The Wait step pauses the journey for minutes, hours, or days — in this case, 24 hours. Right after, an inactivity condition evaluates whether the contact remained without interacting during that period. Only when the condition is true does the Flow advance to the Send Message action. If the lead responded in that interval, the Flow can be ended or routed to an agent, avoiding out-of-context messages.

This sequence is useful for sales cadences, lead nurturing, and reopening conversations after a proposal, quote, or material sent. It also helps confirm deadlines, resume stalled negotiations, or remind the customer of the next step. The automation can be started when a new contact is created in the CRM, when a tag is applied, when the card enters a Kanban stage, or when a rule detects a conversation without interaction — always respecting valid opt-in.

Capitão does not execute the wait or the inactivity condition; those are Flow functions. But you can use it before activating the flow to review the message, suggest variations, or qualify the leads that will enter the follow-up.

How to configure the 24-hour follow-up

In the Papo dashboard, go to Flows / Chatbot and create a new Flow or edit an existing one.
At the point where the lead should start waiting, add the Wait step.
Set 24 hours as the interval.
Add an inactivity condition right after the Wait step. Configure it so the Flow continues only if the lead has not interacted in the period.
Connect the Send Message action after the condition and write a short follow-up, with context and a clear question.
If the send occurs after WhatsApp's 24-hour window, use a Message Template (HSM) approved by Meta.
Optional: use Capitão as a copilot to review the text or suggest a more personalized version before saving.
Save, activate, and test the Flow with a sample contact.

A variation to keep the inbox organized is to use a rule with the conversation-without-interaction trigger. In this configuration, the rule detects inactivity, archives the conversation, and the archiving triggers a Flow that performs the wait and sends the follow-up. This option is interesting when the team wants to clear the queue and, at the same time, not lose the opportunity to re-engage the lead.

Who this automation makes sense for

Sales teams that receive leads on WhatsApp, Instagram, or other channels and don't want to lose opportunities due to lack of follow-up.
Operations that use Kanban and CRM to track proposals and need an automatic touch when the lead goes silent.
Businesses with high volume and a small team, which can't manually remember every follow-up.
Companies that separate leads by tag, stage, or channel and want standardized re-engagement cadences.
White label resellers that want to offer follow-up cadences as part of customer onboarding.

Frequently asked questions

Is the follow-up canceled if the lead responds during the wait?

The safest way is to configure the inactivity condition after the Wait step. Thus, if there is a response, the flow can be ended or directed to human service, instead of sending the automatic message. The final behavior depends on the condition you define in the Flow.

Do I need to use a Message Template on WhatsApp?

Yes, if the follow-up is sent after WhatsApp's 24-hour service window. In that case, the message must be a Message Template (HSM) approved by Meta. For shorter waits, a regular text message can be used within the allowed window.

Can I restrict the automation to a specific group of leads?

Yes. You can add conditions in the Flow, such as tag, channel, or funnel stage, so that only leads that meet the criteria enter the wait and receive the follow-up.

Does Capitão send the follow-up by itself?

No. Automatic sending by inactivity is executed by the Flow, with the Send Message action. Capitão can support lead qualification and the construction of more contextual text, but it does not replace the flow's inactivity condition.

Can I use this follow-up on channels other than WhatsApp?

The wait and inactivity logic can be applied to channels connected to Papo. Sending rules, such as the requirement of a Message Template after 24 hours, apply to WhatsApp; on other channels, check the platform's sending policies.

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