Catch-up Replies
Let your assistant answer the customers it had to skip, as soon as it can again.
Overview
Your assistant sometimes has to stay quiet: a customer writes outside its AI hours, or the assistant is paused because a payment failed or your credits ran out. Those messages still land in your inbox marked as waiting. Catch-up Replies lets the assistant answer them automatically once the reason is gone, using the normal reply flow and normal credits, and only while the channel still allows a reply (WhatsApp, Instagram and Messenger allow 24 hours after the customer's message).
Features
After AI hours open
Off by default. When on, the moment a channel's AI hours open the assistant replies to customers who wrote while it was off and are still waiting for an answer. If your team answered them by hand in the meantime, nothing is sent.
After a billing pause
On by default. If the assistant was paused because a payment failed or credits ran out, it answers the customers it missed as soon as the payment goes through or credits are available again. You get a notification with how many conversations were answered and how many credits were used.
Oldest message to catch up on
Choose how old a message may be for the assistant to still answer it (up to 24 hours). Older messages are left for you. Meta channels never allow a free-form reply after 24 hours, so that is the upper limit there.
What you see in the inbox
A waiting message shows a small note under it explaining why the assistant will reply later. Once it does, the reply carries a 'Catch-up reply' tag with how late it was, so your team always knows what happened.
Common tasks
Turn on catch-up after AI hours
About 1 min- Open Agent settings and choose Catch-up Replies.
- Switch on 'Answer messages that arrived outside AI hours'.
- Pick the oldest message age you are comfortable with and save.
Tips
Frequently asked questions
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