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I'm currently using WhatsApp automation and relying on the "last interaction" timestamp to trigger reminder messages. However, I've noticed inconsistent behavior with this parameter — sometimes it successfully triggers the reminder, and other times it doesn't, even when the conditions seem to be met.

I'm looking for a more reliable method to trigger reminder messages to customers on WhatsApp, based on the time since their last interaction/message.

Specifically, I want to:

  • Detect if a customer hasn't responded within a specific time window (e.g., 12 or 23 hours).

  • Automatically send a friendly follow-up/reminder message if no response was received.

  • Ensure it works consistently, regardless of whether the customer's last message was text, media, or quick reply.

Is there a best practice or alternative approach to reliably track last user activity in WhatsApp and trigger reminders accordingly (e.g., via session events, message logs, or contact activity flags)?

Hello ​@Yuval ,
The best method for sending this follow-up depends on how your interaction flow with the user was set up.

If you are using a data collection block, for example, there is an option within the block itself to set an expiration time (e.g., 12 hours). If the user does not respond within that time, you can define the next step by sending a follow-up message. See the screenshot below:
 

Another method I like to use for this kind of follow-up is creating a custom field of the "date and time" type. I then set an action to save the exact date and time I want the follow-up message to be sent (for example, the current time plus a 12-hour delay).

If the user replies before that time, I include an action to clear the value in that field. Then, I create a separate flow triggered by that custom field. If the date and time in the field is reached and the value is still there, it means the user did not reply, and the follow-up message is sent. The trigger would look like the example below:
 

 

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