Customer follow-up

What it does

Customer follow-up guides how your agent closes the loop with a customer after a conversation or a completed service. Instead of a generic “just checking in”, the agent refers to what actually happened and asks one clear question: was it resolved? If something is still open, your team gets a ticket.

Good for

Service businesses that want to make sure every customer walked away satisfied, such as cleaning, maintenance, and repair companies.

What it needs

The Support tickets skill (installed by default), so the agent can hand anything unresolved to your team.

What your customers experience

Agent: Hello Noura, following up on the AC repair on Sunday. Is the unit cooling properly now?

Customer: It’s better, but it still makes a noise at night.

Agent: Thank you for telling us. I’ve opened request T-10517 so our technician can follow up with you.

What happens behind the scenes

This skill guides how your agent handles follow-up conversations. It does not add new actions of its own.

• The agent refers to what was actually discussed or done.
• If something is unresolved, it opens a ticket through the Support tickets skill rather than debating the issue.
• It follows up once. If the customer does not reply, it does not chase them.

Settings

This skill has no settings. It works as soon as it is installed.

Install it

1. Go to Settings, then under AI click Skills.

2. Click + to open the Skill gallery, then click Customer follow-up.

3. Click Install skill.

4. Try it in Try your agent. See Test your agent.

For more detail, see Install a skill from the gallery.

Good to know

Note

Your agent replies to customers; it does not start conversations on its own. To reach customers after a service, send them a WhatsApp message, for example with a campaign. When they reply, this skill shapes how your agent continues. See Send a WhatsApp campaign.