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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.

When this happens: Operator clicks Complete on the Follow-up panel, or sends a reply with Complete follow-up checked.

Step by step

  1. 1

    On the Follow-up panel, clicks Complete.

    Sets the follow-up Activity's and CompletedAt, and writes a FollowUpHistoryEntry. EasyCRM removes the follow-up card from the panel's open state; the conversation no longer appears in the Inbox Due view for this follow-up. EasyCRM records FollowUpCompleted.

Other paths

Complete while replying

Types a reply to the customer. The composer shows a Complete follow-up checkbox because a follow-up is open. Checks it and clicks Send. EasyCRM sends the reply and, in the same operation, performs steps 2–3 above with ByUserId = the sender.

Conversation reaches a terminal status

The conversation's status changes to *Resolved* or *Refused/Lost* while a follow-up is open. Automatically resolves the open follow-up as Canceled (not Completed — it was not acted on) with a Reason naming the status. EasyCRM records FollowUpCanceled.

If something goes wrong

No open follow-up

The Complete action is not offered when no follow-up is open; a direct API call returns EasyCrm:Conversation:FollowUpNotOpen.

Already completed

A second completion attempt on an already-completed follow-up (e.g. A stale UI) is a no-op — the original CompletedAt is preserved and no duplicate history entry is written.

Good to know

  • Completion is always explicit and recorded — a reply never completes a follow-up on its own; the operator opts in via the composer toggle. |
  • Completing the follow-up does not change the conversation's status by itself. |
  • A follow-up left open when the conversation resolves or is refused/lost is canceled automatically, not completed. |