Follow-Ups
Review and approve AI-generated follow-up messages before they're sent to customers.
Follow-Ups manages AI-generated customer messages that require human review before sending. The system creates contextual follow-ups automatically, and your team approves, edits, or dismisses them.
Overview
The Follow-Ups page shows all AI-generated messages organised by their status. Each message is created based on a specific trigger and includes the customer, order context, and proposed message text.
Follow-up trigger types
| Trigger | Purpose |
|---|---|
| Delivery Check | Verify an order arrived safely |
| Quote Expiry | Remind a customer about an expiring quote |
| Post-Resolution | Follow up after resolving a complaint |
| Reorder | Encourage a repeat purchase |
| Project Check-In | Status update on an ongoing project |
| Win-Back | Re-engage an inactive customer |
View tabs
| Tab | Shows |
|---|---|
| Needs Review | Messages awaiting your approval |
| Scheduled | Messages pending send |
| Sent | Successfully delivered messages |
| All | Complete history |
Review workflow
Check the Needs Review tab
Open the Follow-Ups page. The Needs Review tab shows all AI-generated messages waiting for human approval.
Review the message
Click Review to open a message. You'll see:
- The trigger reason (e.g., Delivery Check)
- The customer and order context
- The AI-generated message text
- Any suppression flags
Edit if needed
You can edit the AI-generated message text to make it more specific, personal, or appropriate. The AI provides a good starting point that you can refine.
Approve or dismiss
- Approve & Send — Queue the message for delivery
- Dismiss — Remove the message without sending (e.g., if inappropriate or a duplicate)
Suppression logic
The system prevents over-communication with built-in suppression rules:
- Open complaint — Messages are suppressed if the customer has an active complaint being resolved
- Weekly limit reached — Prevents sending too many follow-ups to the same customer
- Customer opted out — Respects customer communication preferences
Human in the loop
AI writes the messages, but humans always have the final say. Every follow-up must be reviewed and approved before it reaches the customer. This ensures quality and prevents inappropriate communications.
Tracking results
The Sent tab shows all delivered follow-ups, letting you review what was sent, when, and to whom. This data feeds into the CS Analytics dashboard for measuring follow-up effectiveness.