Why this automation was built
Many leads are lost not because people are not interested, but because no one replies on time or follows up properly.
In most cases:
- The first reply is delayed
- Follow-ups are forgotten
- Messages stop after one attempt
This automation was built to solve that exact gap — timely and consistent communication, without manual effort.
What the AI agent handles
Once a lead submits a form, the system manages communication across three channels:
- SMS
It starts the conversation immediately and continues following up at fixed intervals until the lead responds or the conversation is completed.
Central structure of the system
The entire setup runs on multiple Make scenarios, all connected through a single central database.
Sheet link
Central database (Google Sheets)
Google Sheets is used as the main data source, with:
- One main sheet for overall lead status
- One sheet each for Email, WhatsApp, and SMS
Each sheet stores:
- Message history
- Status (sent, delivered, replied)
- Timestamps
- Preferred communication channel
This makes it easy to track every lead across all channels.
How the flow starts
1. Lead submits a form
The automation starts when a lead submits an inquiry form on the website.
The form collects basic details such as:
- Name
- Phone number
- Budget
- Expected visit
- Buyer or agent
Once submitted:
- A unique lead ID is generated
- Lead details are stored in the main sheet
- The lead ID is passed to the AI agent
Initial communication (Email)
2. First email is sent immediately
As soon as the lead is created:
- An email is drafted using predefined content
- The lead’s name and details are filled dynamically
- The email is sent without delay
After sending:
- The full email conversation is captured
- Email status and timestamps are stored
- Preferred communication mode is set to email
This becomes the starting point for all further actions.
First follow-up (WhatsApp)
3. WhatsApp follow-up after 2 hours
If no email reply is received within 2 hours:
- A scheduled scenario checks eligible leads
- A WhatsApp message is sent as the first follow-up
WhatsApp is sent using a templated message, as required by the platform.
After sending: - Delivery status is checked
- Preferred communication mode is updated to WhatsApp
- WhatsApp message details are logged in the sheet
If WhatsApp fails to deliver, the system moves to the next fallback.
Second follow-up (SMS)
4. SMS as a fallback channel
If WhatsApp delivery fails or no response is received:
- An SMS is sent as the final outreach
- Message status is verified
- SMS details are logged
This ensures the lead is contacted at least once on all available channels.
Handling replies from all channels
5. Capturing incoming replies
Separate scenarios are used to capture replies from:
-
Email
-
WhatsApp
-
SMS
Whenever a reply arrives:
- The message is stored
- Previous conversation history is collected
- Everything is sent to the AI agent for context
This allows the agent to respond based on past communication, not just the last message.
AI-based reply generation
6. Responding on the right channel
The AI agent:
-
Understands the latest reply
-
Decides the best channel to continue (email, WhatsApp, or SMS)
-
Drafts a contextual response
-
Sends the reply using the same channel
All replies are logged and stored back in the database.
Long-term follow-ups
7. Scheduled follow-up logic
If a lead stops responding:
- Follow-up frequency is decided based on lead age
Example:
- 0–2 weeks → follow-up every 3 days
- 2–4 weeks → every 5 days
- 4–8 weeks → every 7 days
- 8–12 weeks → every 14 days
Each follow-up:
- Uses past conversation context
- Respects the preferred communication channel
- Stops automatically once the lead status is completed
What this setup achieves
- No lead is left unattended
- Communication continues without manual tracking
- Every message is contextual and timed
- All activity is visible in one place
The system works quietly in the background and supports consistent lead handling without replacing human decision-making.
This automation focuses on process reliability, not aggressive messaging.
It ensures that every inquiry is acknowledged, followed up, and tracked properly across channels.
The goal is simple:
reduce missed opportunities caused by delayed or forgotten follow-ups.