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 agent 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

Customer asks something the AI can't fully handle
AI offers to connect them with your team
An inline contact form appears in the chat
Form is pre-filled with any known info (from widget config, session, or earlier in conversation)
Customer reviews, edits if needed, and confirms
Follow-up appears in your admin panel
You receive an email notification

From Voice Chat

Customer asks to speak with someone or has complex needs
AI offers to arrange a follow-up
AI collects contact info conversationally:
- Asks for email, then spells it back for confirmation ("That's j-o-h-n at example dot com, correct?")
- Asks for name and phone number
- Confirms all details before submitting
Follow-up is created with conversation context
Notifications are sent to your team

Smart Pre-Fill

Contact information can be automatically pre-filled from multiple sources:

Your website — If you pass customer data to the chat widget (see Chat Clients)
Logged-in users — For customers who have accounts
Conversation history — If the customer mentioned their email or phone earlier in the chat

This reduces friction for returning customers while still requiring explicit confirmation.

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:

Element	Description
Customer Name	Name provided by the customer
Email	Customer's email address
Phone	Phone number (if provided)
Reason	Brief description of what they need
Status	Current status with color coding
Time	How long ago it was submitted
Priority	"High Priority" badge if urgent

Filtering

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

Status Filter:

All Status
Pending
Contacted
Resolved
Cancelled

Follow-Up Statuses

Status	Description
Pending	New request, not yet addressed
Contacted	You've reached out to the customer
Resolved	Issue resolved, follow-up complete
Cancelled	Request cancelled or invalid

Status Workflow

From	Can Transition To
Pending	Contacted, Cancelled
Contacted	Resolved, Cancelled
Resolved	(Final state)
Cancelled	(Final state)

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.