Follow-Up Requests

The Follow-Ups page lets you manage customer requests for human assistance. Access it from Admin > Follow-Ups in your admin panel.

Settings

Click the Settings button in the header to configure follow-up behavior.

Enable Follow-Up Requests

Toggle this switch to enable or disable the follow-up feature:

• Enabled (default): The AI can offer follow-up requests during chat conversations
• Disabled: The follow-up tool is not available to the AI, customers cannot request callbacks through chat

When disabled, a warning banner appears on the admin page reminding you that customers cannot request follow-ups.

Response Time (hours)

Set the expected response time shown to customers (1-168 hours, default: 24).

This value appears in:

• The AI's message when offering a follow-up: "We'll contact you within X hours"
• The follow-up form confirmation
• The success message after submission

Example: Setting this to 48 means customers see "We'll contact you within 48 hours" instead of the default 24.

Click Save Settings to apply your changes.

Overview

When your AI chatbot determines that a customer needs personalized human help, it can create a follow-up request. This captures the customer's contact information and the reason for their request.

Common triggers for follow-up requests:

• Customer asks to speak with someone
• Complex questions requiring human expertise
• Custom pricing or enterprise inquiries
• Appointment or consultation scheduling
• Issues the AI cannot resolve

How Follow-Ups Are Created

From Text Chat

1. Customer asks something the AI can't fully handle
2. AI offers to connect them with your team
3. A form appears for the customer to fill out
4. Customer submits their name, email, phone, and confirms the reason
5. Follow-up appears in your admin panel
6. You receive an email notification

From Voice Chat

1. Customer asks to speak with someone or has complex needs
2. AI offers to arrange a follow-up
3. Contact information is collected
4. Follow-up is created with conversation context
5. Notifications are sent to your team

Page Header

The header displays:

• Title: "Follow-Up Requests"
• Pending Badge: Shows count of pending requests (e.g., "3 pending")
• Settings Button: Opens the settings panel
• Refresh Button: Reloads the follow-up list

Follow-Up List

Layout

The page has a two-column layout:

• Left: List of follow-up requests with filters
• Right: Detail panel for the selected request (desktop) or inline below selected item (mobile)

List View

Each follow-up card shows:

Filtering

Search Bar: Find by name, email, or reason text

Status Filter:

• All Status
• Pending
• Contacted
• Resolved
• Cancelled

Follow-Up Statuses

Status Workflow

Timestamps are recorded automatically when you change status.

Detail Panel

Click any follow-up to see full details:

Contact Information

• Email - Clickable link to send email
• Phone - Clickable link to call (if provided)

Reason for Follow-Up

The full text of what the customer needs help with, either determined by the AI or confirmed by the customer.

Conversation Summary

If available, a summary of the chat conversation before the follow-up was requested. This provides context about what was already discussed.

Status Dropdown

Change the status directly from the detail panel. The list updates immediately.

Timestamps

Shows when:

• The request was submitted
• You contacted the customer
• The issue was resolved

Staff Notes

Internal notes visible only to admins. Use this to:

• Track what was discussed in follow-up calls
• Note next steps or outcomes
• Record relevant information

Click Save Notes to persist changes.

Notifications

When a customer submits a follow-up request, your team is notified automatically.

Email Notification

Sent to the tenant's contact email (or owner email as fallback).

Includes:

• Customer name and contact info
• Reason for the request
• Conversation summary (if available)
• Direct link to the admin panel

SMS Notification

Sent to the tenant's contact phone if configured in tenant settings and Twilio SMS is enabled.

Includes:

• Customer name and email
• Phone number (if provided)
• Brief reason summary (truncated to 100 characters)

Priority Handling

Follow-ups can be marked as high priority:

• Displayed with a "High Priority" badge
• Helps identify urgent requests
• Based on customer urgency or request type

Best Practices

Response Time

1. Set realistic expectations - Configure the response time in Settings to match your team's capacity
2. Prioritize pending requests - Check the "Pending" filter daily
3. Update status promptly - Mark as "Contacted" when you reach out

Using Staff Notes

• Document outcomes - What was the resolution?
• Track attempts - "Called 3/15, left voicemail"
• Note preferences - "Prefers email over phone"
• Add context - Information for future reference

Managing the Queue

1. Check daily - Review new pending requests each day
2. Clear old requests - Mark resolved or cancelled as appropriate
3. Use search - Find specific customers quickly
4. Filter by status - Focus on what needs attention

Configuring AI Behavior

First, ensure follow-ups are enabled in Settings (see above). Then configure your AI prompts to determine when to offer follow-up requests:

• Complex custom orders
• Pricing negotiations
• Technical issues
• Complaints or escalations
• Appointment scheduling

Example Guidance for AI

Use follow-up requests when:
- Customer asks to speak with a human
- Question requires access to account details
- Customer needs custom pricing
- Issue cannot be resolved through chat
- Customer explicitly requests a callback

Before requesting follow-up:
- Confirm the customer wants human assistance
- Summarize what you've discussed
- Let them know expected response time

Data Captured

Guest Users

When a non-authenticated user submits a follow-up:

• A user record is created with their email
• They can log in later using that email
• Follow-up is linked to their user record

Related Pages

• Voice Prompts - Configure when voice AI offers follow-ups
• Text Prompts - Configure when text AI offers follow-ups
• Users - View users who submitted follow-ups