How do automated follow-ups work?

The AI picks the follow-up time from the situation rather than a fixed interval. If the question is tracking and the package just shipped, it might schedule a check for 48 hours after shipment. Carrier estimates, warehouse delays, and what was promised to the customer all feed the timing. The schedule is tied to monitoring mode, which is the point: the conversation stops being open-and-forgotten and gets a defined next action.

The check itself

1. Re-run the relevant tools: order, tracking, or whatever else is enabled for the case.
2. Assess the current state against the last update and the customer's issue.
3. Pick an outcome: update the customer with new information, close the conversation if it's resolved, or escalate when staff judgment is needed, the required action is beyond available tools, the customer is frustrated, or repeated checks show no progress.

The customer may get a proactive message out of this, and nobody on your team had to set a calendar reminder for an in-transit case.

Not a snooze button

A snoozed ticket just reopens; a monitored one gets worked. Tools run again, the AI decides the next message or state change, and monitoring can continue across multiple follow-ups until the issue resolves or escalation rules apply. Staff can still take the thread over from the dashboard at any time. Follow-ups earn the most when order, tracking, or ShipHero tools are enabled, because then each check has something concrete to re-query.