Business settings
Set the rules before you turn on follow-up.
Missing settings use the defaults shown below. Review the settings for the selected business instead of assuming another account uses the same rules.
When Kai may follow up
Business timezone, quiet hours, maximum attempts, and spacing between attempts.
Which channel it may use
Automatic selection, SMS, or email. The selected channel must be connected and enabled.
Which leads qualify
Excluded outcomes and the minimum completed-call length required for follow-up.
How messages are controlled
Follow-up tone and email throttling limit repeated or closely spaced delivery.
Current defaults are quiet hours off, one maximum attempt, automatic channel choice, and a 30-second minimum completed call. Auto-nudging is off until it is enabled for the business.
Setup
Call Kai to change settings, then use the dashboard to review outcomes.
- 1
Call from an authorized admin phone
Call the Kai or admin-secretary number registered for the business whose follow-up settings you want to change. - 2
Ask Kai for the current settings
Confirm the current defaults and business settings before asking for a change. - 3
Set timing and eligibility
Set the minimum call length and exclude outcomes that should never trigger an automated follow-up. - 4
Choose channel, tone, and attempt limit
Use automatic selection or prefer SMS or email, then set the allowed follow-up tone. - 5
Review outcomes in the dashboard
Open Dashboard → Follow-ups to inspect scheduled, delivered, skipped, and failed outcomes. It is not a full settings editor.
Test the result
Test the lead rules, timing, and delivery. Do not stop at saved settings.
A confirmed setting does not show that a real lead qualified or that the provider delivered the message.
- Read back the effective settings for the correct business after saving.
- Use a permitted test lead that meets the selected call-length and outcome rules.
- Confirm the workflow waits during quiet hours in the configured business timezone.
- Check delivery or callback history for the selected channel and test lead.
- Confirm the message arrived through the real provider before relying on the workflow.
Guardrails
Automation does not bypass channel or contact rules.
A saved setting does not override consent, opt-outs, provider restrictions, compliance checks, or a disabled channel. SMS and email each need to be enabled and configured for the business before Kai can use them.
Troubleshooting
When a lead does not receive follow-up
No follow-up was scheduled
Check the lead outcome, completed call length, business setting, and excluded outcome rules.
The attempt is waiting
Compare the business timezone and quiet hours with the scheduled time before treating it as a failure.
The preferred channel was skipped
Confirm that the selected business has that channel enabled, configured, and permitted for the lead.
Delivery failed
Use delivery and callback history to identify the provider result before retrying. A queued attempt is not proof of delivery.