PippifyHelp Center

When Follow-Ups Are Sent (Sending Window)

Feature Availability User Permissions Business Type Time to Complete Skill Level
All plans and the free trial Admin changes the window; all roles can view it All business types About 5 minutes Beginner

Summary

Overview: Pippin sends scheduled follow-ups only inside your Follow-up sending window, so leads aren't messaged in the middle of the night. A follow-up that comes due outside the window waits for the next opening. Replies to a customer who just wrote to you are never held back by the window.

Prerequisites:

  • At least one follow-up sequence. See How to Create a Follow-Up Sequence.
  • To change the window, you must be the Admin.

How Pippin Decides

When a follow-up step comes due, Pippin checks these things in order:

  1. Can the lead still be followed up? The sequence stops if the lead opted out, was marked won or lost, was archived, or asked to pause or stop follow-ups.
  2. Is the workspace active? If your workspace is read-only, nothing is sent and the sequence is paused.
  3. Has someone taken over? If a person has paused the AI on the conversation, the sequence is paused. Resuming the AI resumes the schedule. If the lead has replied since the sequence started, the sequence stops.
  4. Is a quote waiting for review? If the lead has a quote in the Review Queue, the follow-up waits. The conversation shows "Follow-up N held — waiting on a quote in the Review Queue". If nobody acts on the quote, Pippin skips that step and moves on.
  5. Is it inside the sending window? If the current time in your window's Timezone is outside From and To, the follow-up is moved to the next time the window opens.
  6. Pippin then writes and sends the follow-up. If its wording includes a price that isn't in your knowledge base, a firm date or meeting time, or a promise, it waits in the Review Queue instead.

The first message of a sequence follows the same rule. When you start a sequence outside the window, the first message goes out when the window next opens.

Limits

  • The window applies only to scheduled follow-ups. Pippin's replies to incoming messages, web chat and voice calls are not affected.
  • One window applies to the whole workspace and every sequence.
  • The window doesn't move the end of a sequence. When the wait after the last step runs out, the sequence ends at that time, inside or outside the window, because nothing is sent.
  • From and To can't be the same time.
  • A window can run overnight, for example from 8:00 PM to 6:00 AM.
  • Around daylight-saving changes, the opening time may be off by up to an hour.
  • If you've never changed it, the window is 8:00 AM to 8:00 PM, Asia/Manila time.

Step-by-Step Instructions

Step 1: Open the sending window

  1. Go to Sequences.
  2. Find the Follow-up sending window card, to the right of your sequences (below them on a narrower screen).

Step 2: Change the window (Admin)

  1. Set From to the earliest time follow-ups may go out.
  2. Set To to the latest time.
  3. Choose your Timezone, for example Asia/Manila.
  4. Select Save window.

Other roles can see the window but can't change it.

Verify It Worked

Success criteria:

  • You see "Sending window updated."
  • The card shows your new times.
  • A follow-up that comes due outside the window shows its next send time at the next opening.

Troubleshooting

Common errors

  • "Start and end can't be the same time — that would leave no window to send in.": From and To match. Fix: change one of them.
  • "Could not update the sending window.": the save failed. Fix: try again.
  • "Couldn't load the sending window.": the card couldn't load. Fix: click Retry.
  • Save window is greyed out: you haven't changed anything, or the times match.
  • You can't edit the fields and see Only client admins can change the sending window.: you aren't the Admin. Fix: ask your Admin.
  • A follow-up didn't go out at the expected time: it may be outside the window, waiting on a quote, or the sequence may have stopped. Fix: check the lead's conversation and the sequence's leads list.

Limitations & considerations

  • Times are in the window's Timezone, not your computer's time zone.

Next Steps & Related Resources

  • Next steps:
    • How to Set the Follow-Up Sending Window
    • How to Create a Follow-Up Sequence
  • Related articles:
    • How to See Who Is on a Sequence and Why It Stopped
    • Why Didn't My Follow-Up Go Out?
    • Why Some Replies and Follow-Ups Wait for Approval
    • What Happens When a Customer Opts Out

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/15/2026