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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.

When this happens: Operator opens the conversation's Follow-up panel and clicks Schedule follow-up.

Step by step

  1. 1

    Open the conversation *Maria Popescu — WhatsApp* and clicks Schedule follow-up in the right-hand panel.

    EasyCRM shows the scheduling form: a date/time picker pre-filled with the company's default follow-up offset (e.g. +2 days, 09:00), and an optional note.

  2. 2

    Sets the date/time to *Thursday, 09:00* and types Confirm the delivery address Clicks Schedule.

    EasyCRM checks the date/time is in the future (company timezone) and that no follow-up is already open on this conversation. EasyCRM creates the follow-up Activity (Task, FollowUp, DueAt = the chosen date/time, Owner = the conversation's current responsible operator, or the scheduling user when no human is responsible), links it to the conversation and its Contact, and writes a FollowUpHistoryEntry. EasyCRM shows the follow-up card on the panel with its due date/time and Complete / Reschedule actions. EasyCRM records FollowUpScheduled.

Other paths

Replace an already-open follow-up

At step 4 a follow-up is already open, due *Tuesday, 14:00*. EasyCRM shows: This conversation already has a follow-up due Tuesday 14:00. Replace it with the new date and time? Confirm. EasyCRM updates the existing follow-up's DueAt in place (no new Activity) and writes a FollowUpHistoryEntry (Rescheduled, previous and new due date/time). EasyCRM records FollowUpRescheduled. Declines instead. The existing follow-up is left untouched and the form closes.

System schedules an automatic follow-up

The company's follow-up rules trigger an automatic follow-up (e.g. No reply from the customer N days after the conversation entered *Waiting for Customer*). Performs steps 4–6 with on the history entry.

Conversation has no human responsible party

The conversation is unassigned (or held by the AI in Auto Reply). The Supervisor schedules a follow-up to check on it at 16:00. EasyCRM creates the follow-up with Owner = the Supervisor. When a human becomes responsible for the conversation, the follow-up moves to them (FR-24).

If something goes wrong

Date/time in the past

At step 4 the chosen date/time has already passed. Rejects with an inline error; nothing is created.

Good to know

  • A conversation has at most one open follow-up at a time, enforced server-side.
  • A follow-up can be scheduled whatever the responsible party; without a responsible human, the scheduling user owns it until one takes over.
  • The default due date/time comes from the company's follow-up rules. (FR-26-001, FR-14)
  • Every scheduling and rescheduling event is recorded with who (or "System") and when.