> For the complete documentation index, see [llms.txt](https://docs.patagon.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.patagon.ai/en/agent-optimization/lead-re-engagement-warm-up.md). # Lead Re-engagement (Warm-Up) For rating definitions, see the [ILA lead rating system](/en/agent-optimization/ila-rating-system.md). **What is lead re-engagement** Re-engagement is the process of resuming contact with leads who stopped responding before being qualified or closed. It applies mainly to 3★ leads: * **3★ leads (Good Potential Lead):** showed interest and are engaged, but don't yet meet all the qualification criteria. These are the most strategic ones for re-engagement because they already cleared the initial filter but need one more push. * **1★ leads (No Info):** have not provided useful qualification or ICP information. Those who never replied may receive at most one light first recontact, depending on your strategy; for those who replied without useful information, continue light qualification while the conversation is active. * **2★ leads (Engaged / Not Potential Yet):** replied and shared data but are not potential yet. Continue qualification while the conversation is active; do not treat them as a re-engagement priority. If they later stall, a tightly scoped, context-aware recovery may continue qualification without presenting them as potential. Never follow up or run campaigns for **0★ Anti-ICP / Disqualified** leads, including spam and bots. {% hint style="info" %} Re-engagement **doesn't replace** automated follow-up. It's the strategy that defines **who** should receive that follow-up, **how**, and with **which message**, to maximize the chance of re-engaging without annoying. {% endhint %} **Two paths to re-engagement** Patagon AI offers two distinct mechanisms, with different logic and moments of use: {% tabs %} {% tab title="Path 1 · Automated follow-up" %} Filter by score, within the 24h window or with a post-24h template. The agent handles the re-contact automatically, based on the Follow-up settings. **Use when:** the lead is still within a cycle the agent can manage and you want continuous automation by rating. {% endtab %} {% tab title="Path 2 · Manual campaign" %} An approved template sent to leads cold for more than 24h, with no active automated configuration. You export the leads, prepare a list, and send a one-off campaign. **Use when:** the leads have been inactive for weeks or months and are no longer being captured by automated follow-up. {% endtab %} {% endtabs %} ### **Path 1: Strategic follow-up by score** {% hint style="info" %} **Where to configure:** Agent → Capabilities → Features → **Follow-up** card. {% endhint %} **1. Enable Follow-up** Turn on the **Enable Follow-up** toggle. **2. Set the Initial Delay** The time the agent waits (after the lead goes silent) before the first follow-up. * **Good Potential Leads (3★):** 60 to 120 minutes is the sweet spot between urgency and space. * **1★ leads with no reply:** use at most one light first recontact, depending on your strategy. * **2★ conversations:** continue qualification in context while active. If they later stall, use only a tightly scoped, context-aware recovery to continue qualification; do not treat them as potential. **3. Set the Maximum Follow-ups** **Maximum Follow-Ups is one agent-level setting and applies equally to every selected rating. Different ratings cannot have different caps in the same configuration.** The values below are guidance for separate configurations or cycles, not per-rating limits within one configuration: | Score | Suggested maximum in a separate configuration | Rationale | | --------- | --------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | 1★ | 0 to 1 | No useful qualification or ICP information. If the lead never replied, use at most one light first recontact; if they replied, continue light qualification while the conversation is active. | | 2★ | Context-dependent | While active, qualify in context; if stalled, use only a tightly scoped recovery configuration. | | 3★ | 2 to 3 | Real potential, worth a moderate push. | | 4★ and 5★ | 1 to 2 | Already hot, human handoff is more effective. | **4. Enable "Filter by Lead Rating"** This is the most important control for the score strategy. Once enabled, five checkboxes appear; 0★ is intentionally ineligible: ``` ☑ ★1 No Info ☑ ★2 Engaged / Not Potential Yet ☑ ★3 Good Potential Lead ☑ ★4 Fully qualified ☑ ★5 Qualified + Meeting ``` Configure it according to your strategy: {% tabs %} {% tab title="A · 3★ only" %} **Re-engage potential leads only.** * Uncheck ★1, ★2, ★4, and ★5. * Leave only ★3 checked. **Result:** only "Good Potential Lead" leads receive automated follow-up. {% endtab %} {% tab title="B · 1★ only" %} **Run a temporary light recontact for no-reply leads.** * Set **Maximum Follow-Ups** to **1**. * Uncheck ★2, ★3, ★4, and ★5. * Leave only ★1 checked. **Result:** only 1★ leads may receive one light first recontact. Do not select 3★ at the same time; use a separate configuration or cycle for the 3★ nurture strategy. {% endtab %} {% tab title="C · 3★ and up" %} **Only leads with some real potential.** * Uncheck ★1 and ★2. * Leave ★3, ★4, and ★5 checked. **Result:** Engaged / Not Potential Yet and No Info leads stay out of the automated cycle. {% endtab %} {% endtabs %} {% hint style="success" %} **General recommendation:** **Strategy A** is the safest re-engagement starting point because 3★ is the primary Marketing nurture bucket. Use Strategy B only as a separate, temporary 1★-only configuration with Maximum Follow-Ups set to 1, then restore a separate 3★ nurture configuration or cycle. Never include 0★ leads. {% endhint %} **5. Enable Follow-ups after 24h** For re-engaging cold leads, the 24h window expired long ago. Without this setting, the agent can't send anything. Turn on the **Enable follow-ups after 24h** toggle and select a re-engagement template approved by Meta (see the Templates section). **6. Save the changes** *** ### **Path 2: Manual re-engagement campaign** For leads that have been inactive for weeks or months and aren't being captured by automated follow-up, use **Campaigns**. **Step 1: Filter and export the leads you want to re-engage** 1. Go to **Leads → Leads**. 2. Click **Filters** and select: * **Qualification:** 3★. For a one-time light 1★ recontact, create a separate 1★-only segment and send it once; manual segmentation enforces that single send. Never select 0★. * **Last Activity:** set a range (e.g., leads that stopped responding more than 7 days ago). 3. Make sure the needed columns are visible (especially **Phone**). 4. Click **Export to CSV**. The file will reflect exactly the applied filters. **Step 2: Prepare the CSV file** The exported CSV will be the campaign's audience file. Make sure it contains at least the phone column in the correct format, with country code (e.g., `5511999999999`). **Step 3: Create the campaign** 1. Go to **Leads → Campaigns → "+ Create Campaign"**. 2. Give it a descriptive name (e.g., "Re-engagement 3★ - June 2026"). 3. Select the approved re-engagement template. 4. Set the **Batch Delay** (default: 5 seconds between sends). 5. Upload the audience CSV. 6. Save and run. {% hint style="warning" %} If the list is large, increase the **Batch Delay** to 10 to 15 seconds between sends, to avoid error **429** (rate limit). {% endhint %} **Recommended templates for re-engagement** Re-engagement templates must be approved by Meta before they can be used. Below are recommended structures for each cold-lead profile. {% hint style="info" %} **How to create:** Agent → Capabilities → Templates → "+ New Template" (or via Meta Business Manager → Account Tools → Message Templates). {% endhint %} {% tabs %} {% tab title="3★ · Soft re-engagement" %} **Meta Category:** Utility **When to use:** lead showed interest but stopped responding. The 24h window has already expired. ``` Header (optional): Hi, {{1}}! Body: I noticed our conversation was left open. Are you still interested in [product/service]? I'm here to answer any questions, right here on WhatsApp. Footer (optional): To stop receiving messages, reply STOP. ``` {% endtab %} {% tab title="3★ · Value trigger" %} **Meta Category:** Marketing **When to use:** lead showed real interest but didn't move forward. Use when there's something new to offer. ``` Header (optional): {{1}}, something new for you Body: Hi {{1}}! We have some news that might be exactly what you were waiting for. [Briefly describe the news, offer, or event] Can I tell you more? Footer (optional): Reply STOP to stop receiving messages. ``` {% endtab %} {% tab title="1★ · Minimal re-engagement" %} **Meta Category:** Utility **When to use:** lead arrived but never replied. Light approach, no pressure. ``` Body: Hi! We received your request but didn't hear back from you. Can I still help you with something? Footer (optional): Reply NO to close. ``` {% endtab %} {% endtabs %} **Best practices for re-engagement templates** The **Utility** category gets faster, more consistent approval for conversation-continuity messages. The **Marketing** category is valid when there's a real offer or news, but it requires more careful wording so it isn't rejected. In every template, including a clear exit (e.g., "reply STOP") is good practice for number reputation. Even though it isn't mandatory in Patagon AI, it reduces complaints and protects your WhatsApp number's *health score*. **Summary: which strategy to use by score** Choose the audience and follow-up intensity from the available evidence and your campaign context. Use the linked ILA article as the source of truth for every rating. **Configuration checklist for 3★ re-engagement** * [ ] Follow-up: **Enabled** * [ ] Initial Delay: **60 to 120 min** (for active 3★) or **24h** (for colder leads) * [ ] Maximum Follow-ups: **2 to 3** * [ ] Filter by Rating: **Enabled**, only ★3 checked (or ★3, ★4, ★5 if you want to include qualified leads) * [ ] Follow-ups after 24h: **Enabled** with a re-engagement template selected * [ ] Re-engagement template created and **approved by Meta** * [ ] Opt-out protocol defined: leads who ask to stop get an **internal note and exclusion from future messages** --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.patagon.ai/en/agent-optimization/lead-re-engagement-warm-up.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.