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After your team replies, wait 24 hours. If the customer hasn’t responded, send a follow-up. If still no response after 48 more hours, close the thread.
Follow up with inactive customers in Plain

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Setup

  1. Trigger: Set to Automatic, event: Message added.
  2. Step 1 (Condition): Use an AI prompt match with: “a support agent has replied to the customer”. Or use Any user message contains with keywords.
    • No: End the workflow.
    • Yes: Continue.
  3. Step 2 (Wait): Duration: 24 hours. Cancel condition: Any customer message contains common reply words (e.g. “thanks”, “yes”, “no”, “help”).
    • Canceled: End the workflow. The customer replied.
    • Completed: Continue.
  4. Step 3 (Action): Send message. Enter: “Checking in on this. Are you still seeing the problem?”
  5. Step 4 (Wait): Duration: 48 hours. Same cancel condition as Step 2.
    • Canceled: End the workflow. The customer replied.
    • Completed: Continue.
  6. Step 5 (Action): Set status to Done (manually set).
  7. Step 6 (Action): Add note. Enter: “Auto-closed: no customer response after follow-up”.