Follow-up

Build bounded re-engagement journeys with Workflow waits, messages, and stop rules

Follow-up#

Automated follow-up is a Workflow concern. Use Agent Studio → Workflows when the agent should wait, send a message, try again, or stop after a reply.

CRM does not expose a second follow-up authoring page. In CRM, a next step records the underlying obligation—who owes what, to whom, and by what date or condition. A Workflow owns the outbound delivery journey.

Build a follow-up Workflow#

A clear re-engagement journey normally includes:

  1. a specific trigger or entry condition;
  2. an explicit wait;
  3. a message grounded in the customer context;
  4. a bounded number of attempts; and
  5. a stop condition, such as a customer reply or completed outcome.

Examples include an unfinished inquiry, an appointment reminder, a quote check-in, or a request for missing documents. Keep the Workflow narrow enough that near-miss conversations do not enter it by accident.

CRM next step versus Workflow#

NeedPut it in
“Our team must send the proposal by Friday”CRM → Work → Next steps
“The customer will send documents after approval”CRM → Work → Next steps
“Wait two days, send this reminder, and stop after a reply”Agent Studio → Workflows
“Handle refund requests using these business rules”Agent Studio → Procedures

An outbound message is evidence that an attempt happened. It does not prove that the customer or business completed the underlying commitment.

Good to know#

  • Unused Workflows do not run and do not consume model tokens merely because they exist.
  • Channel policy still applies. For example, some channels require an approved template outside the normal customer-service window.
  • Use Activity and the linked customer timeline to verify what was actually sent or received.
  • Use one-to-many publishing or broadcast tools for announcements, not a re-engagement Workflow.

Related pages#

  • CRM — Customers, Work, and channel-independent next steps
  • Workflows — triggers, waits, messages, and stop conditions
  • Procedures — multi-step operating guidance
  • Activity — customer conversations and delivery evidence