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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.

When this happens: FollowUpDueJob runs (every minute) and finds a follow-up whose DueAt has passed.

Step by step

  1. 1

    Open Inbox — *Due* view and sees the conversation listed, or follows the notification's deep link directly.

    FollowUpDueJob selects open follow-ups whose DueAt has passed and that have not yet been brought due. EasyCRM sends the responsible operator a FollowUpDue in-app and email notification: Follow-up due: Maria Popescu — WhatsApp Sets the conversation's status to the system *Follow-up* status. Leaves the conversation's read state exactly as it was — bringing a follow-up due never marks it unread. Writes a FollowUpHistoryEntry (Due, ).

Other paths

Respect working hours

The company's follow-up rules have respect working hours enabled and DueAt falls outside working hours. The job holds the follow-up and repeats step 1 each run until the company's next working-hours start, then performs steps 2–5.

If something goes wrong

Responsible party changed to unassigned or ai

At step 2 the conversation's responsible party is no longer a User (transferred away or handed to the AI Assistant since scheduling). EasyCRM notifies the conversation's supervisors instead, and additionally writes a FollowUpHistoryEntry.

Good to know

  • A due follow-up notifies, highlights and changes status — it never marks the conversation unread. Unread means only "the customer wrote something not yet read." (FR-26-002, BRD §3.8) |
  • A follow-up is brought due exactly once.
  • The daily TaskReminderJob never fires for follow-up Activities.
  • Due time is evaluated in the company timezone; respecting working hours is configurable. (FR-26-002, FR-12-024, FR-14)