This article explains how to build a workflow that sends a fixed number of automatic follow-up reminders to a ticket contact, spaced apart by a set delay, and stops sending reminders once the ticket moves out of its original state.
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Prerequisites
- A workflow must already exist with a trigger configured for the event that should start the reminder cadence — for example, Ticket Created or Status Changed. See how to build your first workflow.
- You need to know the exact ticket status value the reminder should check for — for example, Awaiting Customer Response — since a later step compares the ticket's current status against this value.
How the reminder cadence works
A reminder cadence in HappyFox Workflows is built from three actions repeated in sequence:
- Add Reply — sends the follow-up message to the contact.
- Delay — pauses the workflow for a set amount of time before the next action runs.
- Filter Ticket and Check condition — checks the ticket's current status. If the ticket still matches the original condition, the workflow continues to the next reminder. If it does not, the workflow stops.
Each reminder in the cadence is its own Delay-and-Filter block added one after another in the workflow builder. To send three reminders, you can add this block three times.
Steps
- Open the workflow that should send the reminders, and confirm its trigger is already configured. See how to add and combine trigger filters if you need to review trigger setup first.
- Add the Add Reply action to send the first notification to the contact, and enter the message text.
- Add the Delay action directly after the reply. Enter the wait duration in the Value field, and choose the unit from the Unit dropdown — Days or Hours.
Note: The delay cannot exceed 30 days. For a longer wait, split the reminder cadence into shorter intervals instead.
Note: While the Delay action is in progress, the workflow run shows a Waiting status in Run History. The ticket remains active during this time and can be updated manually or by other automations — this is what allows the Filter Tickets action in the next step to detect whether the required change on the ticket occurred or not.
- Add the Filter Tickets action after the delay, and Add check condition to check whether the ticket's status still equals its original value — for example, Status is Awaiting Customer Response.
Note: If the ticket's status no longer matches the condition in the Filter Tickets action, the workflow stops at this step. This is expected — it means the the required change in the ticket happened, so no further reminder is needed.
- Add a second Add Reply action after the Filter Tickets action, and enter the second follow-up message.
- Repeat steps 3–5 for each additional reminder in the cadence, adjusting the delay duration if reminders should be spaced differently — for example, 2 days before the first reminder and 3 days before the second.
- Click Save and Test to confirm the sequence runs as expected against a sample ticket.
- Enable the workflow.
Notes on building the cadence
- Each Filter tickets and Check Condition action in the chain acts as a checkpoint — the workflow only reaches the next reminder if the condition still matches.
- The number of reminders in the cadence is fixed at the number of Delay-and-Filter blocks you add.
- Use the same status condition in every Filter Tickets action in the chain unless the reminder cadence is intentionally designed to check different conditions at different stages.