How to close, schedule a follow-up, or open a ticket from the conversation
Inside the conversation, schedule a message for later, open a ticket with a protocol number, or close the conversation.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
Not every conversation ends right away. Sometimes you need to talk to the customer again on another day, open a ticket to follow up on an order, or just close the conversation. You can do all of this without leaving the conversation.
Where to find it in Cognizy
Before you start
- Users with the Agent, Admin, or owner role can perform these actions.
Step by step
- Step 1:
Open and click the conversation.
- Step 2:
To talk to the customer again later, click Schedule follow-up, at the bottom of the conversation.
- Step 3:
Write the Message and choose when it will be sent: In 1 hour, Tomorrow at 9 AM, In 3 days (9 AM) or Choose date and time. With Cancel if the contact replies first enabled, the message will not be sent if the customer messages first. Click Schedule.
- Step 4:
For the other actions, click More actions, at the top of the conversation.
- Step 5:
Open ticket creates a ticket with a protocol number, already linked to this customer. Close ends the conversation: it leaves the open list and comes back automatically if the customer writes again.
How to know it worked
The scheduled follow-up appears in the conversation with the send date, the ticket appears in and the closed conversation leaves the open list.
If something goes wrong
I closed the wrong conversation.
Open the closed conversations filter, enter the conversation, and reopen it. If the customer writes, it also reopens automatically.
Next step
Track open tickets in Serve › Tickets.
Sign in with your Cognizy account to save your progress.
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