Follow-ups Overview
A follow-up is a message that goes out to a customer after something happens, for example a check-in a few days after a quote, or a reminder after a form is submitted. Most follow-ups are scheduled and sent automatically. The Follow-ups page is where you keep an eye on what is due to go out and step in on the few that need a person first.
Follow-ups can be scheduled in a few ways: by a follow-up rule you set up, by the assistant itself during a conversation, or by an operator. They are set up under Follow-up rules; this page covers the operations view.
The Follow-ups page
Section titled “The Follow-ups page”Open Follow-ups from the sidebar under Operations. The item carries a count when follow-ups need a person.
- Needs attention shows follow-ups that cannot send on their own and need a person. The tab carries a count.
- Scheduled shows healthy follow-ups that are due to go out.
- History shows follow-ups that have finished: sent, cancelled, or skipped.
What a follow-up row shows
Section titled “What a follow-up row shows”Each row shows a status dot, the customer, a short description of the follow-up, and either when it is due, when it was sent, or what needs attention. Scheduled rows show when the follow-up will send; history rows show the outcome.
Follow-ups that need a person
Section titled “Follow-ups that need a person”Three states appear on the Needs attention tab:
| State | What it means | What to do |
|---|---|---|
| On hold | An open item on the conversation is holding the send. | Resolve the open item on that conversation and it will send. |
| Needs email address | There is no email address on record for the customer. | Add an email address to the contact so it can send. |
| Delivery failed | The message could not be delivered. | Review the reason. Dismiss it once handled. |
Actions on a follow-up
Section titled “Actions on a follow-up”- Send now sends a scheduled or on-hold follow-up immediately.
- Cancel stops a scheduled or on-hold follow-up so it never sends.
- Dismiss acknowledges a failed or address-blocked follow-up and moves it to History.
Finished follow-ups in History have no actions.
How follow-ups get cancelled automatically
Section titled “How follow-ups get cancelled automatically”Many follow-ups are set to stop themselves when they are no longer needed, for example when the customer replies or the conversation is resolved. When that happens, the follow-up moves to History marked as cancelled, with the reason shown. Whether a follow-up cancels automatically is set on its rule.