This guide explains how to set up and use the Lead Nurture feature to automate follow-up communications with leads. By configuring a single attribute, you can schedule SMS messages, emails, calls, or meetings at specified intervals before or after appointments/conversations.
Overview
Newo.ai’s Lead Nurture feature automates follow-up tasks by analyzing completed conversations and scheduling actions based on your instructions. The feature uses AI reasoning to understand when and how to contact users, making it applicable across all industries and agent types.
Lead Nurture supports four actions:
Send SMS : Deliver a text message with custom content.
Send email : Deliver an email with custom content.
Make call : Trigger an automated callback to the user.
Create meeting : Schedule a calendar event (requires Google Calendar or similar integration).
❗❗ IMPORTANT
User contact information (phone number or email address) must be collected during the conversation. If this data is missing, the scheduled task will fail.
Set up Lead Nurture
Lead Nurture requires only one attribute to function. Newer accounts have the Lead Nurture project installed by default.
Navigate to Portal > Settings > Lead Nurturing tab.
Enter your instructions in plain text into the
project_attribute_settings_link_nurturing_instructions attribute.Click Save.
Instruction format
Write instructions as simple sentences describing the desired action, timing, and context.
- [Action] [Timing] [Context]
Example:
- Call the user 1 day after their reservation booking and ask for their feedback. Say something like, "Please rate your experience from 1 to 10."
Timing parameters
Lead Nurture calculates execution times from the end of the conversation session. The AI uses the current date, the conversation content, and your instructions to determine the schedule.
Timing type | Description | Example |
Before an event | Schedule relative to a future event in the conversation. | one day before check in |
After an event | Schedule relative to when an event concludes. | one day after checkout |
After the conversation | Schedule relative to when the session ends. | 5 minutes after the conversation |
⚠️ CAUTION
If the calculated execution time is in the past, the task is dropped. For example, a user books a table at a restaurant for today, but the Lead Nurture instruction states to send an SMS 2 days before the booking. Since 2 days ago is already in the past, the SMS task is dropped.
For tasks scheduled shortly after a conversation ends, use a minimum of 5 minutes to account for processing delays.
Example configurations
The following examples demonstrate common Lead Nurture use cases for a hotel booking scenario.
- Make a call one day before check-in and ask if the reservation is still relevant. - Send an SMS one day after checkout and ask if they enjoyed everything. - Send an email two days after checkout and ask them to provide feedback about their stay. Share the URL to leave a review. - Send an SMS with the content "Thank you for making the reservation, please see our hotel website for more information: www.hotelexample.com" 10 minutes after the conversation.
Stack multiple tasks
You can configure multiple Lead Nurture instructions to execute different actions at different times. Each task is scheduled independently based on the conversation content.
Example of stacked instructions:
- Make a call 1 hour before the meeting and ask if they are going to show up. - Send the SMS 1 hour before the meeting with the content, “Hey, just making sure you’ll be joining us today on our call?” - Book a follow-up meeting 1 week after the meeting date.
⚠️ CAUTION
Do not reference one task from another (e.g., "10 minutes after the first SMS was sent"). The AI may struggle with mathematical calculations between tasks.