How do automated follow-ups work?

The assistant schedules follow-ups based on the issue, available tracking information, and what the customer has been told. The interval varies; a recently shipped parcel might need a check in 48 hours, while another case needs a different time.

What happens when a check is due

1. The assistant runs the relevant enabled tools again, such as order or tracking lookup.
2. It compares the results with the previous update and the customer's request.
3. It sends useful new information, continues monitoring, closes a resolved conversation, or passes the case to staff.

For example, a shipment may have had no carrier scan when the customer first asked. A later check can find a new scan and report it. If the records still show no progress, the assistant uses that information to decide whether to wait again or seek staff help.

Customer replies and staff takeover

Customers can reply before the check is due. The assistant considers that message without waiting for the scheduled time. A request for a person ends monitoring and goes to your team.

Your team can take over at any point. For ordinary monitored issues, three or more unanswered customer-facing follow-ups without progress are one of the escalation conditions. Silent background checks don't count as customer follow-ups, and operational address holds use their own reminder and deadline rules.