Nudge Follow Up

Follow-Up Nudges help your team remember to follow up with leads who may still be waiting for a response.

Instead of creating automated follow-up tasks in advance, Boxly quietly monitors conversations and reminds you when a lead may require attention.

Once you take action, the nudge disappears automatically.

Why Follow-Up Nudges Are Useful

Many teams rely on automated follow-up tasks to manage conversations with leads. Over time, this can create unnecessary clutter and make it harder to focus on the conversations that actually need attention.

Follow-Up Nudges are designed to solve this problem. Instead of creating tasks for every lead, Boxly only reminds you when a follow-up may actually be needed.

This helps teams:

• Reduce task overload

• Avoid unnecessary automated tasks

• Keep their workspace clean and organised

• Ensure important conversations are not forgotten

Because nudges appear only when necessary, they provide a much cleaner workflow than traditional task-based follow-up systems.

When a Follow-Up Nudge Appears

A nudge is scheduled when Boxly detects that a conversation may need attention.

For a nudge to be created, all of the following conditions must be true:

• The lead is in a stage where Follow-Up Nudges are enabled

• A team member sends a manual reply (email, SMS, or WhatsApp)

• The lead is assigned to a user

• There is no future manual task scheduled

• There is no automation scheduled for that lead

Once these conditions are met, Boxly waits for the lead to respond.

If the lead does not reply and no follow-up is planned, Boxly will schedule a reminder.

Example

A patient enquires about Invisalign.

You reply to the patient and are waiting for their response.

• The lead is assigned to you

• Nudges are enabled for the stage

• No task has been scheduled

• No automation is planned

How Nudge Timing Works

Follow-Up Nudges respect your configured business hours.

Only working hours are counted when calculating when a nudge should appear. Nights, weekends, and holidays are ignored.

Example

How Follow-Up Nudges Work

Follow-Up Nudges are based on the last message sent by your team.

The typical flow looks like this:

1. You send a manual reply to the lead.

2. Boxly waits for the lead to respond.

3. If the lead replies, the nudge is cancelled.

4. If the lead does not reply and no follow-up is planned, a nudge is scheduled.

Once you follow up with the lead, the reminder disappears automatically.

How Nudges Reset

The nudge timer always looks at the most recent message sent by your team.

If the lead replies:

• The scheduled nudge is cancelled.

If you send another manual reply:

• The timer restarts from that new message.

If the lead remains inactive and no task or automation exists:

• The nudge will eventually appear.

When a Nudge Is Cancelled

A scheduled nudge will stop appearing when Boxly detects that follow-up is no longer required.

A nudge is cancelled when:

• The lead replies to your message

• A manual task is created for the lead

• An automation is scheduled for the lead

• The lead moves to a stage where nudges are disabled

• The lead becomes unassigned

These actions tell Boxly that the follow-up is either completed or already planned.

Where Follow-Up Nudges Appear

Follow-Up Nudges appear in the Things To Do section inside Boxly.

You can find them under:
Things To Do → Updates → Nudges

Nudges are visible to:

• The assigned user

• Team administrators

This ensures that the person responsible for the lead receives the reminder without notifying the entire team.

Each nudge card provides a quick summary of the conversation, including:

• Lead name

• The box and stage

• A short summary of the conversation

• When the last reply was sent

• The nudge sequence (for example: Nudge 1 of 3)

• How long the nudge has been active

Boxly also automatically generates a short summary of the last message sent by your team. This helps you quickly understand what the conversation was about without opening the lead.

For example, a nudge might show something like:

This makes it easier to quickly scan your nudges and understand which conversations may require attention.

Dismissing a Nudge

If you are not ready to follow up yet, you can dismiss the nudge.

Dismissing a nudge simply means:

The reminder is not permanently cancelled. If the lead remains inactive and no follow-up is planned, the nudge may appear again later.

Acknowledging a Nudge

A nudge is automatically acknowledged when you take action on the lead.

This may include:

• Sending a reply to the lead

• Creating a task

• Scheduling an automation

• Moving the lead to another stage

Once an action is taken, the nudge disappears.

Nudge Resurfacing

Follow-Up Nudges can reappear multiple times if no action is taken.

For example, a reminder might resurface:

• After 3 business days

• After 7 business days

• After 14 business days

These are example intervals and can be configured by admins.

Both the resurfacing intervals and the maximum number of reminders can be adjusted in the settings.

When a Nudge Will Not Appear

You may sometimes expect a nudge but not see one. This usually means that Boxly has detected that follow-up is already planned or not required.

A nudge will not appear if any of the following are true:

• A future task is already scheduled for the lead

• An automation is already scheduled (email, SMS, or WhatsApp)

• The lead is not assigned to a user

• Nudges are not enabled for the current stage - Go to Nudge stage settings

• The most recent message was sent by the lead

• The lead moved to a stage where nudges are disabled

In short, if Boxly can see that follow-up is already planned or has already happened, it will not create a nudge.

Who Can Configure Follow-Up Nudges

Only Admins can configure Follow-Up Nudges.

Settings are located in:
Settings → Follow-Up Nudges

Admins can adjust:

• The delay before the first nudge appears

• The resurfacing intervals

• The maximum number of reminders

These settings can be updated at any time.

Nudge Resurfacing in settings

Go to ‘Resurface dismissed nudges?’ in your Follow up Nudge settings.
Toggle the ‘Resurface dismissed nudges?’ on to access the options:

Recommended Stages for Nudges

Follow-Up Nudges work best in stages where your team is actively waiting for a response.

Most teams enable nudges in stages such as:

• In Conversation

• Contacting

• Follow-Up

• Waiting on Patient

Stages where no response is expected may not require nudges.

Reports

Follow-Up Nudge activity and performance can be tracked through Boxly Reports.

These reports help teams understand how often nudges appear and how effectively follow-ups are handled.

How This Works in Your Practice

Here's how Follow-Up Nudges play out in a typical day at a dental clinic.

FAQs

Who can see a Follow-Up Nudge?
Only the assigned user and admins can see the nudge.

Which stages can Follow-Up Nudges be configured for?
Follow-Up Nudges can be enabled for any stage inside a Box, but only if an admin activates them.
Nudges are stage-specific and do not automatically apply to all stages.

What does “no follow-up planned” mean?
It means Boxly cannot detect:

• A future manual task

• A scheduled automation (email, WhatsApp, SMS, etc.)

If either exists, Boxly assumes the follow-up is already planned and will not create a nudge.

What triggers a Follow-Up Nudge?
A nudge is triggered when:

• A team member sends a manual reply

• The lead has not replied

• No future follow-up is scheduled

Is the nudge delay configurable?
Yes.

Admins can change the delay before the first nudge appears. By default, Boxly waits 1 business day before scheduling the first nudge.

However, nudges will always appear at the start of the next working day once the required business hours have passed.

What’s the difference between dismissing and acknowledging a nudge?
Acknowledged means you took action on the lead.
Dismissed means you postponed the reminder.
Dismissed nudges may appear again later.

How many times can a nudge resurface?
By default, a nudge can appear up to three times, but admins can adjust both:

• The resurfacing intervals

• The maximum number of reminders

When does a nudge stop completely?
A nudge stops when:

• The lead replies

• A task is created

• An automation is scheduled

• The lead moves to a stage where nudges are disabled

• The lead becomes unassigned

Can Follow-Up Nudges replace tasks?
Yes.

Follow-Up Nudges are designed to replace automated follow-up tasks, helping teams keep their workflow cleaner.

However, manual tasks can still be created whenever required.

Need Help?

If you have questions about Follow-Up Nudges or need help configuring them, our support team will be happy to help.