Companies use follow-ups to let customers who requested a feature know it shipped, inform impacted users when a bug is fixed, and send updates during incidents.
The Internal Agent doesn’t write each follow-up message. Instead, it gives your Customer Agent context, which then reads the ticket and writes a tailored reply to the customer.
Follow-up actions are sensitive, so we recommend reviewing them before approval
How you follow-up
Prompt the follow-up
Tell the Internal Agent what information you want to send and to whom.Based on your description, it will research and identify the relevant tickets to follow-up on and the instructions to give the Customer Agent so it replies appropriately with the right information.
Review the follow-up
The follow-up is staged as a single action in the “Actions” tab so that you can review it.
Following up
Once approved, your Customer Agent works on each ticket and sends a tailored follow-up to each customer.
Follow-ups & Automations
It is common to run Automations that identify relevant tickets to follow up on.
This could be whenever you merge a PR in GitHub. An automation kicks off and identifies whether the change is customer-facing. If so, it finds customers who requested the specific product update. Once you approve the follow-up action, your Customer Agent will let the customers know what shipped.
Control
Personalized follow-ups need admin approval by default. An admin can enable auto-approval for a specific task or automation so they send without waiting. Because follow-ups can be sensitive actions, we recommend not enabling auto-approval unless you are confident in the task the Internal Agent performs. 
