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# How to control which stages and situations trigger follow-ups

Choose the stages for each follow-up, protect human service and use templates from the same WABA on every number

Available on

Smart Funnels, Follow-ups tab. Who can: admins

Updated on October 5, 2026

On this page

1. Choose the stages
2. Follow-up with a human agent
3. Templates in funnels with several numbers
4. Frequently asked questions

**On this page4 sections**

1. Choose the stages
2. Follow-up with a human agent
3. Templates in funnels with several numbers
4. Frequently asked questions

Now you choose where and when each follow-up can go out: in which funnel stages, whether it fires with a human agent in the conversation and which inbox the WhatsApp template comes from.

**Available on:** Smart Funnels, Follow-ups tab. **Who can:** admins.

## Choose the stages

1.

In **Smart Funnels**, click **View details** on the funnel.

2.

Open the **Follow-ups** tab and create or edit a follow-up.

3.

In the **Funnel stage** field, check the stages where it should fire, or turn on **Use in all stages**.

4.

Save.

Key points:

-

A stage that isn't checked doesn't get that follow-up.

-

Conversion stages accept follow-ups, for example to ask for the signature after closing.

-

Discard stages only get it when checked. Avoid this: sending to people who aren't interested raises the risk of the number being blocked.

-

A stage with “The AI doesn't respond in this stage” is left out, even if checked.

## Follow-up with a human agent

By default, when an agent takes over the conversation, the follow-up isn't sent and pending ones are canceled. The conversation stays with whoever is handling it.

To keep sending even with an agent, turn on **Allow follow-up during human service** (admins only). In that case the follow-up goes out without handing the conversation back to the AI, without changing the owner, agent or stage, and it's logged in the timeline.

## Templates in funnels with several numbers

In a **WhatsApp Template** follow-up, choose the inbox the template comes from. It then applies to every number in the same account (WABA), so a single follow-up covers the whole funnel, with no copy per number.

## Frequently asked questions

## Frequently asked questions

**Why didn't the follow-up fire in a stage?**

Check that the stage is checked and that it doesn't have “The AI doesn't respond in this stage” turned on.

**Can I send a follow-up to someone who already closed a deal?**

Yes. Check the conversion stage in the follow-up.

**Will the follow-up interrupt my agent?**

No, unless you turn on the follow-up during human service option. Even then, the conversation stays with the agent.

**Do I need to create a follow-up for each number?**

No. A template from the same WABA works for all of its numbers.

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## Related articles

- [How to set up and use Smart Follow-ups in Nuvia](https://nuvia.ai/en/docs/artigos/14580483-how-to-set-up-use-smart-follow-ups-nuvia)
- [How to write the instructions for a stage](https://nuvia.ai/en/docs/artigos/16515466-how-to-write-stage-instructions)
- [Standard stages of a sales funnel: how to design the agent's flow](https://nuvia.ai/en/docs/artigos/16515486-standard-sales-funnel-stages-agent-flow)

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Source: https://nuvia.ai/en/docs/artigos/17314008-how-to-control-which-stages-trigger-follow-ups