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A follow-up is a conversation someone on your team has promised to come back to: check that a replacement arrived, chase a supplier, call the customer back on Friday. Aide keeps it with tools you already use: the conversation’s assignee owns it, a date field holds when it’s due, snoozing brings the conversation back that day, and an internal note says what to do. There’s no separate to-do list to keep in sync.

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Turn follow-ups on

In Settings > Helpdesk > Statuses and timers, under Follow-ups, switch them on. Aide creates a conversation date field called Follow-up due, or you pick one of your own date fields under Due date field. You can see and change it in Settings > Fields like any other field.

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Set a follow-up

  • By hand: open the conversation and set Follow-up due in its fields. Clear the date to drop the follow-up.
  • In a procedure: type @ in a step and pick Follow-up. It adds three actions you can change:
    • Assign: choose the team; Aide assigns the conversation to a teammate in it, as your assignment settings decide.
    • Set Follow-up due in 2 working days, with Snooze until then on.
    • Add note: Follow up with the customer, {{assignee}}: {{conversation.url}}.

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How it behaves

  • Working days: “in 2 working days” counts the days your business hours are open, skips your holidays, and uses your workspace’s timezone. Without business hours, Monday to Friday count. “In 2 days” counts calendar days. 0 working days means today, or the next working day when today isn’t one.
  • Snoozing: the conversation snoozes until your first opening hour on the due date, then comes back to the inbox. A date that’s already due doesn’t snooze it.
  • Your own status timers stay out of the way: a snooze the procedure sets keeps its own date instead of your default waiting time.
  • The note mentions the owner: {{assignee}} names the conversation’s assignee, and on a helpdesk that supports mentions, they’re notified there too. A note can also use {{field.<key>}} for any field’s value and {{conversation.url}} for a link to the conversation in Aide.
  • Helpdesk tickets: on a connected helpdesk, Aide assigns the ticket to the teammate’s helpdesk user (matched by email) and posts the note on the ticket. On a helpdesk that snoozes tickets, such as Gorgias, it snoozes the ticket until the due date. The date itself is kept in Aide.
  • When it ends: a follow-up is done when someone clears the date or the conversation is closed.
  • The daily report: with follow-ups on, the daily report lists the follow-ups due that day or overdue by up to 90 days, oldest first (the first 20, and how many more), with their owner and links to the conversation in Aide and to the ticket in your helpdesk. See Notifications and email preferences.

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Set any field from a procedure

The Set field action behind the preset works on any conversation field: type @, pick Set field, choose the field and the value. A date field takes a fixed date or a number of days or working days from when the procedure runs. Multiple-choice fields can’t be set this way.