This guide sets up ARIA to follow up new enquiries (leads) who haven't booked. ARIA texts each lead, offers appointment times, and books them in.
Before you start
Check the Leads settings in Engage AI → Settings: how many Slots to offer (1 to 5). See the Overview.
Make sure the appointment type you want ARIA to book has the right length in your appointment reasons.
Create the automation
Go to Automation in the left menu.
Click Create Automation.
Choose Leads.
The builder has four columns: Automation Name, Conditions, Actions and Preview.
Name it
In Automation Name, enter:
Automation Name, for example "Leads follow-up".
Description, for example "ARIA follows up enquiries we have not contacted for 3 days".
Choose which leads ARIA texts
Click Add condition and add:
Condition | Set it to | Why |
Lead Has No Future Appointment | Leave the appointment type empty | Only leads with nothing booked. |
No Recent Message Contact | Relative, 3 day(s), Ago | Skips leads anyone has messaged in the last 3 days, including your team. Leads you have never messaged are included. |
You can also add Lead is Active to leave out archived leads.
Click Check Conditions in Preview to see which leads match now.
Add the ARIA action
In Actions, click Add action.
Choose Enroll Lead in AI Campaign. Leads always go into the Leads campaign.
Fill in the fields:
Field | What it does | Range | Default |
Appointment Reason | The appointment ARIA offers and books. It sets the appointment length. Required. | — | — |
Number of times to re-engage if no response | Follow-up messages ARIA sends after the first if the lead doesn't reply. | 0 to 4 | 2 |
Days between messages | How long ARIA waits for a reply before the next message. | 1 to 14 | 2 |
Close conversation after | The latest day a conversation with no reply closes. | 1 to 90 | 14 |
Under the fields, a summary explains the timing. With the defaults it reads: ARIA sends a first message and re-engages up to 2 times, 2 days apart (last message on day 4). A conversation with no reply closes about 2 days after the last message, or on day 14 at the latest.
Note: a lead already in an active Leads conversation, including one in Needs Attention, isn't enrolled again and doesn't get a second first message.
Set the schedule
In Automation Name, switch on Scheduler.
Choose daily, weekly or monthly, and a Time. For example daily at 09:00. The line underneath confirms it: "At 09:00 AM, every day".
Under Preferences, check the Sending Window (default 09:00 to 17:00). This is when the automation's non-urgent messages can go out, so keep it inside practice hours.
Save
Click Save.
If you haven't clicked Check Conditions, Zavy asks "Have you checked your task conditions?". Click Go back and check to preview the leads first, or Save anyway.
The automation now runs on your schedule. Each run, matching leads appear in Queued on the Leads board in Engage AI, and ARIA starts texting them.
Change or stop it
Go to Automation → Leads and find your automation. You can edit it, switch off its scheduler to pause it, or archive it to stop it.
Conversations already on the board carry on until they finish.
Example: follow up last week's enquiries
Go to Automation and click Create Automation.
Choose Leads.
Name it "Leads follow-up".
Add Lead Has No Future Appointment.
Add No Recent Message Contact, set to Relative, 3 day(s), Ago.
Add Enroll Lead in AI Campaign with the reason Check-up & Clean. Leave the other fields as they are.
Click Check Conditions. One lead matches: Angela Chan.
Switch on Scheduler, choose daily at 09:00.
Click Save.
The next morning, open Engage AI → Leads. Angela Chan is in Contacted, with ARIA's first message in her conversation.
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