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Redirect a follow-up when the responsible operator no longer has access

A follow-up falls due for an operator who can no longer act on it — deactivated, moved out of the conversation's scope, or stripped of the permission — so the platform redirects it to their Supervisor, or, if none is available, leaves it visible in the shared Inbox instead of notifying nobody.

When this happens: FollowUpDueJob resolves a due follow-up's responsible operator and finds them ineligible.

Step by step

  1. 1

    Maria receives the notification, opens the conversation, and reassigns it or handles it herself.

    Radu's account is deactivated two days before his follow-up on Ana Popescu's conversation falls due. FollowUpDueJob (FR-26) reaches the due follow-up and finds Radu deactivated. Walks Radu's Reports To chain and finds his Supervisor, Maria, still active and holding EasyCrm.Conversations. Sets the conversation to *Follow-up* and creates the FollowUpDue notification for Maria instead of Radu.

Other paths

No eligible supervisor

Radu has no Supervisor, or the ones in his chain no longer hold EasyCrm.Conversations. FollowUpDue goes to every Inbox user who can see the conversation (decision 2026-09-22), and the conversation is highlighted in the Due view.

Visibility scope changed instead of deactivation

Radu is still active, but a role change narrowed his visibility scope so it no longer covers the conversation. The same redirect applies.

Good to know

  • A follow-up never fails to surface for lack of an eligible recipient — it falls back to the Supervisor chain, then to every Inbox user who can see the conversation.
  • Eligibility is re-checked at due time, not at the time the follow-up was scheduled. (FR-10-015, FR-26)