Follow-ups
Schedule follow-ups so no customer is forgotten.
Schedule a follow-up for a date and time
An Operator sets a reminder to return to a conversation at a specific date and time. Scheduling while one is already open asks the Operator to confirm replacing it — a conversation carries at most one open follow-up.
Bring a due follow-up back to the responsible operator's attention
When a scheduled follow-up's due date/time passes, the platform notifies the follow-up's owner (normally the responsible operator), highlights the conversation in the Inbox Due view, and sets its status to *Follow-up* — without marking it unread.
Complete a follow-up
The responsible operator marks the conversation's open follow-up complete, either explicitly from the Follow-up panel or, in one step, while sending a reply.
Review the history of scheduled and completed follow-ups
An Operator reviews every follow-up ever scheduled on a conversation — scheduled, rescheduled, brought due, completed or canceled — with who acted and when.