Advanced

The Follow Up feature allows an Agent to mark a conversation for further handling and follow-up via email or other means at a later time. It is intended for situations where immediate resolution is not possible or appropriate.
The reason for triggering a follow-up depends on the specific use case, such as:

• The Agent is not equipped or intended to handle the request
• Another team, Agent, or external system needs to take over
• A written quote is preferred
• Human contact is preferred at a later time etc

When a follow-up is triggered, the conversation transcript is automatically sent to a specified email address.

• For chat conversations: the Agent will ask for the person’s email so they can get a copy of the transcript too.
  
• For phone calls: the Agent won’t ask for an email. The transcript will just be sent to the set email address and will include the caller’s phone number.
  

How to setup follow-ups step-by-step

1. Use New Agent button on the left-hand side or navigate to an existing Agent from the Agents tab, click Edit Agent
2. Within Instructions on the Basic Info tab describe clearly when the Agent is expected to follow up.
   It is crucial to be very specific as it helps the Agent understand the task and perform accordingly.
   Example Instruction: Always try to answer the question or resolve the task yourself. If you cannot find a complete answer, or the request is outside your capabilities, offer to forward the conversation via email to your human colleagues. In that case, politely inform the user that their request will be followed up. Never leave the user without a response or next step — your role is to help directly or ensure they are helped by someone else.
3. Navigate to the Advanced tab, toggle Allow follow-up email and provide an email address.
4. Save the changes
5. Test and refine based on the outcome.