---
title: "Follow-up emails"
description: "The three emails sent after a session, who gets each one and when they go out."
---

> Documentation Index
> Fetch the complete documentation index at: https://docs.meetfullhouse.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Follow-up emails

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](/webinars/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.

| Email | 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](/run/overview-report#how-watch-time-is-measured).
- **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

1. **Pick the email**

   Click it in the list at the top. Each row shows when it sends and whether it's **On** or **Off**.
2. **Choose whether to send it**

   Use the **Send this email** switch.
3. **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](/webinars/reminder-emails#format-the-message). Click a tag under **Insert a merge tag** to add it to the end of the message.
4. **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](/reference/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](/run/registrants#export-to-csv) 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](/webinars/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](/webinars/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](/run/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](/run/sessions#cancel-a-session). |
| **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](/webinars/replay). |
| **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](/workspace/debug). |

If you see the warning **Email isn't set up** on this step, nothing is sent until you [finish your email settings](/workspace/email). 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](/webinars/go-live#pause-a-webinar).

Source: https://docs.meetfullhouse.com/webinars/follow-up-emails/index.mdx