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Details

The Client Follow-up scenario is ideal for businesses that want to maintain client engagement and gather sentiment-based feedback after appointments or services. This AI-powered agent conducts follow-up outreach via phone call or SMS, adapting its messaging based on the client’s sentiment (positive, neutral, or negative).

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Key Features

  1. Purpose

    • Conduct follow-up conversations with clients
    • Assess and respond to client sentiment in real time
    • Maintain professionalism in post-service interactions
    • Ensure successful delivery of follow-up content via SMS

  2. Customizable User Input Fields

  • Initial Greeting – The AI’s opening message to confirm client identity

  • Call Follow-up Message – The main follow-up script asking for feedback

  • Sentiment-Based Responses – These fields allow you to customize what the AI says based on how the contact feels about their experience.

  • Representative Name – Name of the person the AI is representing

  • Company Name – The organization’s name

  • SMS Enable – Boolean field to allow/disallow SMS messages

  • Voicemail Message – Message to leave when the call goes to voicemail

  • Objection Handling – Configurable responses to client pushback or hesitation

  • FAQ Message – A message used to answer common client questions if they arise

  • Closing Statement – Final line delivered by the AI before ending the call

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Example Configurations

  1. Initial Greeting
    • “Hello client_firstname, this is ai_agent_name. I’m calling to follow up about your recent experience with company_name. Is this a good time?”
    • “Hi client_firstname, this is ai_agent_name calling on behalf of representative_name. Do you have a moment?”
  2. Follow-up Message
    • “We wanted to follow up on your recent service experience. How was everything?”
    • “I’m reaching out regarding your recent appointment with representative_name. How did everything go?”
  3. Sentiment Responses
    • Positive Response:
      • “That’s wonderful to hear! Would you like me to send you a special discount code for your next visit?”
      • “I’m glad you had a great experience! I’ll send you a link to our loyalty program.”
    • Neutral Response:
      • “Thank you for sharing that. Would you like to receive some information about our additional services?”
      • “I appreciate your feedback. May I send you details about how we can enhance your next experience?”
    • Negative Response:
      • “I understand your concerns. I’d like to send you a feedback form so we can improve our service.”
      • “I apologize for your experience. I’ll send you contact information for our customer care team.”
  4. SMS Follow-up Messages
    • Positive Message:
      “Thank you for your feedback! Here’s your exclusive 10% discount code: THANK10”
    • Neutral Message:
      “Thanks for your feedback. Learn more about our services: https://www.thinkrr.ai/”
    • Negative Message:
      “We value your feedback. Please share your experience: https://www.thinkrr.ai/”
  5. Enable SMS
    • Boolean field set to Yes or No
    • If No, the agent will skip sending SMS even if follow-up messages are populated
    • If Yes, ensure sentiment-based messages are configured properly

Note: Do not include variables like {{client_firstname}} in SMS messages—these will not render correctly in the final message.

Here is the Project Configurations interface of this scenario, alongside instructions and some examples:

Remember that Scenarios are defined at the Project level, and every Campaign inherits the pre-filled fields from the Project, which means every Campaign can have different information in the input boxes, allowing you to tailor communications per Campaign to align with your customer/client or business needs.

Below is a sample setup for a Client Follow-up project configuration in AVA:

# Initial Greeting:
"Hello, this is {{ai_agent_name}}. Am I speaking with {{client_firstname}}?"

# Call Follow-up Message:
"Hi {{client_firstname}}, I'm a Virtual Assistant calling on behalf of {{representative_name}} from {{company_name}}'s coaching team. We're conducting a brief survey about your last pay-per-view fight and how you felt about it. Is this a good time to chat?"

# Sentiment Response:
Thanks for being so fantastic. We'll send you a digital code for a discount on UFC Fight Pass so you can watch all the fights from any device you wish, from the comfort of your own home.

# Sentiment Follow-up Message:
Hey! Thanks for the conversation today.

Here's the link to the UFC Fight Pass:
https://www.ufc.com/watch

Cheers!

# SMS Enable:
Yes

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GHL/Niko Integration and Data Extraction

  1. Data Capture in GHL/NIKO
    • Data capture occurs via the GHL Trigger once the call is completed.
  2. Payload Access Example
FieldVariableExample Values
Call Status{{ava_contact_called.call_status}}Callback, Completed, Voicemail, No answer, etc.
Sentiment{{ava_contact_called.sentiment}}positive, neutral, negative
Alternative Phone Number{{ava_contact_called.alternative_phone}}empty or alternative number
Follow-up Message Sent{{ava_contact_called.message_sent}}1 = sent, 0 = not sent

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FAQs & Troubleshooting

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General Questions

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Configuration

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Usage and Results

For additional questions or guidance, try using our Virtual Support Agent! Available 24/7 to help resolve most issues quickly at thinkrr.ai/support.

If you still need assistance, visit our support site at help.thinkrr.ai and submit a Ticket or contact our team directly at hello@thinkrr.ai.