Follow-up emails go out after the session, and people who watched get a different message from people who didn’t. They’re your best chance to bring no-shows back to the replay and to remind watchers of what you offered.
Find them under Webinars → your webinar → Set up → Follow-up emails. The editor works the same way as the one for reminders, so see Reminder emails for how the fields, merge tags and test sends work. This page covers what’s particular to follow-ups.
The three follow-ups
All three are on by default, and each comes with text ready to send.
| Sent | Who gets it | Default subject | |
|---|---|---|---|
| Attended follow-up | 1 hour after the session ends | People who joined the live session | Thanks for joining {{webinar_title}} |
| Missed follow-up | 1 hour after the session ends | People who never joined the live session | Sorry we missed you, {{first_name}} |
| Replay available | 3 hours after the session ends, or when the replay opens if that’s later. Not sent when replay is off | People who never joined, plus people who watched under 90% of the video live | The replay of {{webinar_title}} is live |
The session ends when its video would finish: the start time plus the video’s length. If you change the video’s length, follow-ups not yet sent for future sessions move with it.
Who receives what
| Person | Attended follow-up | Missed follow-up | Replay available |
|---|---|---|---|
| Watched 90% or more live | Yes | ||
| Joined live, watched under 90% | Yes | Yes | |
| Never joined live | Yes | Yes |
A few details decide those groups:
- Joining counts from the first moment in the live room. Someone who joined for a minute counts as having attended. Sitting in the waiting room and leaving before the start does not.
- The 90% is time actually played, not how far through the video they got. Paused time doesn’t count. See how watch time works.
- Watching the replay doesn’t count as attending. Someone who opens the replay within the hour still gets the Missed follow-up.
- FullHouse checks each condition when the email is due to send, using what happened in the session.
A person who never joined gets two emails, usually 2 hours apart. If that’s more than you want, turn one off.
Edit a follow-up
Pick the email
Click it in the list at the top. Each row shows when it sends and whether it’s On or Off.
Choose whether to send it
Use the Send this email switch.
Write the subject and message
Subject takes up to 200 characters. Message takes up to 10,000 characters of plain text, and a link on its own line becomes a button. Click a tag under Insert a merge tag to add it to the end of the message.
Save and test
Click Save email, then Send a test to me. The test goes to your account email with [Test] added to the subject.
What they receive, beside the form on wide screens, shows the email with sample details filled in. On a smaller screen, use the Preview button.
{{replay_link}} is the tag to use here. It’s a personal link for each person. See merge tags for the rest.
What happens when you change something
| You change | What happens |
|---|---|
| Subject or Message | Every follow-up not yet sent uses the new text, including those for people who already registered. |
| Send this email to off | Follow-ups not yet sent are skipped when they fall due. They show as Skipped with Template disabled or missing. on the registrant’s page. |
| Send this email to on | Applies to people who register from now on, and to anyone who moves to a different session. People already registered aren’t added. |
Each person’s list of emails is set when they register. So if you turn a follow-up on late and want to reach people who already registered, export them and email them from your own tool.
Line up the emails with your replay
The Attended follow-up and Missed follow-up times are fixed, and Replay available follows your replay settings.
- Keep Available after at 60 minutes or less if your Attended follow-up and Missed follow-up mention the replay. With a longer delay, people who click arrive at The replay is on its way.
- Replay available goes out 3 hours after the session, or when the replay opens if that’s later. Changing Available after, the video’s length or a challenge’s schedule moves the emails not yet sent.
- If the replay closes before the 3 hours are up, Replay available is skipped, because it would point at a closed replay.
- If the replay is off, Replay available isn’t sent. Remove
{{replay_link}}from the other two.
For a deeper sequence than these three, use automations to tag people in your email tool, with watch percentage and offer clicks as triggers.
When a follow-up doesn’t send
Open the person from Registrants. The Emails card lists each one with its status, and the reason if it wasn’t sent.
| Status or message | What it means | What to do |
|---|---|---|
| Pending | Waiting for its send time. | Nothing. |
Skipped, Delivery condition not met. |
They weren’t in that email’s audience, for example a Missed follow-up for someone who attended. | Nothing. This is how targeting works, and you’ll see it on most registrants. |
Skipped, Recipient unsubscribed. |
They unsubscribed from this webinar’s emails. | Nothing. |
Skipped, Session canceled. |
The session was canceled before the send time. | See Sessions. |
Skipped, Template disabled or missing. |
The email was switched off after they registered. | Turn it back on before the next ones fall due. |
Skipped, Replay is off. |
Replay was turned off after this Replay available was planned. | Nothing, unless you want replay back on. |
Skipped, Replay has closed. |
The replay closed before the email was due. | Nothing, or extend the replay window. |
| Canceled | Removed because they unsubscribed, they moved to another session, or you canceled the session. | Nothing. If they moved, their new session has its own emails. |
| Failed | Sending failed after several tries. | The reason shows beside it. Retry it from Debug. |
If you see the warning Email isn’t set up on this step, nothing is sent until you finish your email settings. If you see Add a sender name, emails go out under your workspace name until you add one.
Pausing a webinar doesn’t stop follow-ups. They still go to people who already registered. See Pause a webinar.