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Configure follow-up rules

An Admin sets the default follow-up offset, an optional automatic follow-up for conversations left waiting on the customer too long, and which statuses require a follow-up date before an operator can leave a conversation in them.

When this happens: Admin opens Admin — Conversation Settings — Rules — Follow-up.

Step by step

  1. 1

    Open the Rules tab — Follow-up section.

    EasyCRM shows the default offset (1 day), the Waiting-for-Customer auto-follow-up threshold (3 days, enabled), and the mandatory follow-up statuses (Follow-up pre-checked).

  2. 2

    Changes the default offset to 2 days and adds Waiting for Customer to the mandatory list.

  3. 3

    Save.

    EasyCRM checks and saves; records ConversationRuleSettingsChanged.

Other paths

Disable automatic follow-up

Clears the Waiting-for-Customer auto-follow-up threshold. EasyCRM saves it as disabled; the follow-up job stops scheduling automatic follow-ups for stalled Waiting-for-Customer conversations.

If something goes wrong

Invalid offset

Enter a negative default offset. Rejects inline: Enter 0 or more days; nothing is saved.

Good to know

  • A due follow-up sets the conversation's status to Follow-up and never marks it unread.
  • A status in the mandatory list cannot be applied without a scheduled follow-up.