Follow-up Response Rate

Track the effectiveness of the automatic follow-ups sent by your flows.

What is it?

When a customer doesn't reply in time, Interflow can automatically trigger a follow-up in two ways:

• "Wait for Response" node timeout: the Input node has a configured wait time; if the customer doesn't reply within it, the flow continues through the timeout output, which usually sends a follow-up message
• AI Agent reschedule: an AI Agent action (changeReturnDate) reschedules the flow to resume at a future date/time, usually to attempt a new contact

As of v2026.7.3, every follow-up triggered by these two mechanisms is automatically recorded, and Interflow tracks whether the customer replied (and how long it took) within a configurable response window.

What is it for?

• Know whether your follow-ups are actually working (generating replies) or being ignored
• Compare response rates across flows and across nodes within the same flow
• Track how the response rate evolves over time (daily/weekly/monthly)
• Get a summarized indicator on the sales funnel, without opening detailed reports

What counts as a "response"?

Any message sent by the customer after the follow-up was dispatched, as long as it's within the configured response window (48 hours by default). If the customer doesn't reply within the window, the follow-up is marked as expired (no response).

Status	Meaning
Sent	Follow-up dispatched, waiting for the customer to reply within the window
Responded	Customer sent a message within the response window
Expired	The response window ended without a reply from the customer

Configuring the response window

The response window can be set at two levels:

1. Global default (organization)

1. Go to Settings → Organization
2. Find the Follow-up response window field
3. Set the time in hours (default: 48 hours)

This value is used for all flows that don't have a specific window configured.

2. Override per flow

1. Open the desired flow in the Flow Builder
2. Click the gear icon (⚙️) to open the flow settings
3. Fill in the Follow-up response window field with the desired value (in hours)
4. Leave it blank to use the organization's global default

💡 When to override?

Flows with more urgent follow-ups (e.g., same-day appointment confirmation) can use a shorter window (e.g., 6h), while sales re-engagement flows can use longer windows (e.g., 72h).

Viewing the reports

Detailed report per flow

1. Open the flow in the Flow Builder
2. Click "Follow-up Analytics" at the top of the editor
3. The panel shows:
   • The flow's overall response rate (responded ÷ sent)
   • Distribution by status (sent, responded, expired)
   • Response rate by origin node — to identify which points in the flow generate more effective follow-ups
   • Evolution over time — a chart with the response rate per period

Sales Funnel indicator

In CRM → Sales Funnel, a summary card shows the organization-wide follow-up response rate, along with the total follow-ups sent and responded to in the period.

Limitations and notes

• The follow-up must be triggered by one of the supported mechanisms (Input node timeout or AI Agent reschedule) to be counted — messages sent manually by an agent aren't included in this metric
• Changing the response window doesn't affect follow-ups already dispatched, only new ones
• Follow-ups triggered during a flow test (Flow Builder) are also tracked normally, letting you validate the behavior before publishing

Next Steps

• Flow Builder
• Node: Wait for Response
• AI Agent
• Sales Funnel (CRM)