How do automated follow-ups work?

When a conversation is in monitoring mode, the AI schedules a follow-up based on the situation—for example checking tracking status 48 hours after shipment. At the scheduled time, it re-runs relevant tools, assesses the current state, and either updates the customer, closes the resolved conversation, or escalates if needed.

Scheduling the next check

Follow-ups are situational, not one fixed interval for every ticket.

• The AI chooses timing from context (carrier estimates, warehouse delays, what was promised to the customer).
• Example: 48 hours after shipment before re-checking tracking if that matches the case.
• The schedule is tied to monitoring mode so the conversation leaves "open and forgotten" for a defined next action.

Merchants benefit when order/tracking/ShipHero tools are enabled—the follow-up has something concrete to re-query.

What runs at follow-up time

At the scheduled moment, Simple Chat executes an assessment loop.

1. Re-run relevant tools — refresh order, tracking, or other enabled checks.
2. Assess the current state — compare new data to the last update and the customer's issue.
3. Choose an outcome:

• Update the customer with new information.
• Close if the issue is resolved.
• Escalate if staff judgment, unavailable tools, frustration, or repeated lack of progress requires a human.

The customer may receive a proactive message; staff are not required to manually set a calendar reminder for every in-transit case.

How this differs from manual snooze

Automated follow-ups are AI-driven operations, not a passive open ticket.

• Tools run again; the AI decides the next message or state change.
• Monitoring can continue across multiple follow-ups until resolution or escalation rules apply.
• Staff can still take over from the dashboard at any time if they want to handle the thread directly.

Use monitoring for predictable "check back later" work; use escalation when the playbook is exhausted or the customer needs a person.