CASE STUDY / CUSTOMER FOLLOW-UP
ManyChat follow-up connected to a useful CRM record.
A hair-care business needed conversations to continue with context, even when someone paused, returned from an ad or booked a consultation.
Work directly with Khalid · New builds and troubleshooting
THE CHALLENGE
What needed attention.
A single generic follow-up would miss the customer's stage. The team also needed to carry contact details, customer concerns and consultation status from ManyChat into Zoho CRM as the conversation progressed.
MY CONTRIBUTION
What I built and tested.
- Configured conversation stages, tags, waiting periods and recovery paths in ManyChat.
- Separated consultation booking links from AI conversation steps and reviewed reminder conditions.
- Set up Zoho lead fields for channel, concern and consultation details; tested Deluge mapping and external requests from ManyChat.
- Used Make.com for appointment-reminder logic and refined timing during testing.
WORKFLOW LOGIC
Carry the context forward.
- Recognize the conversation stage. ManyChat tags and saved fields distinguish a new enquiry from a paused conversation or a returning visitor. The follow-up path should check that state before sending a reminder.
- Handle consultation intent. Booking is a clear step outside the AI conversation. Once a consultation exists, recovery messages should stop and appointment reminders should use the booking state.
- Update the lead progressively. Zoho receives the available channel, contact, concern and consultation details as the conversation develops; missing fields can be filled later.
During testing, the external request and field mapping needed attention, and reminder timing was refined. This describes the workflow design and implementation work, not a measured increase in bookings.
THE PRACTICAL CHANGE
What this example shows.
The implementation work established clearer conversation and CRM paths. Reminder timing, booking state and the exact customer-facing flow were iterated through testing; this is a description of the work, not a claim of a measured increase in bookings.
ManyChat · WhatsApp · Make.com · Calendly · Zoho CRM
This case study summarizes the work completed and tested. Client information and private implementation details are omitted.
RELATED SERVICES
Need a similar workflow?
NEXT STEP
Tell me what you need to connect or fix.
Share the tools you use, what should happen, and where the current process stops working.