> ## Documentation Index
> Fetch the complete documentation index at: https://www.plain.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Follow up with inactive customers

> A worked workflow that chases a customer who has not replied, then closes the thread.

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.

<Frame>
  <img src="https://mintcdn.com/plain/esnLSCL6AbjPxXFS/public/images/example-workflows-inactive-customer-follow-up.png?fit=max&auto=format&n=esnLSCL6AbjPxXFS&q=85&s=9d882859e2ac23ef460e028134225a9a" alt="Follow up with inactive customers in Plain" width="2400" height="1600" data-path="public/images/example-workflows-inactive-customer-follow-up.png" />
</Frame>

## 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".