How to track and manage follow-ups in progress
See who the follow-up agent is following up with, when the next message will be sent, send it right away, or stop a follow-up.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
With automatic follow-up turned on, the agent automatically follows up with customers who stopped replying. The Follow-ups tab shows each case: who the customer is, why they are being followed up with, how many attempts have already been made, and when the next one will be sent. From there, you can send one early or remove a customer from the queue.
Where to find it in Cognizy
Before you start
- Automatic follow-up must be turned on (see How to turn on automatic follow-up).
- Only the owner, administrators, and managers can manage follow-ups.
Step by step
- Step 1:
In , stay on the tab Follow-ups. The cases in this screenshot are examples.
- Step 2:
Each row shows the customer, the situation that started the follow-up, the attempts made, and the date of the next message.
- Step 3:
To take action on a case, click the actions button at the end of the customer's row.
- Step 4:
Send now sends the next message right away, without waiting for the scheduled time. Stop follow-up removes the customer from the queue (they already closed through another channel, or asked not to receive messages).
How to know it worked
The follow-up you sent right away now counts as one more attempt, and the one you stopped is removed from the queue. When the customer replies, the case closes automatically and the conversation continues with the team or the AI.
If something goes wrong
The tab is empty.
Follow-up is turned off, or no customer matched the enabled situations. Check the Settings tab.
The message was not sent at the scheduled time.
Sending follows the company's sending schedule and the message limit per customer. If the situation requires review, the message waits in To review.
I stopped a follow-up by mistake.
It does not come back automatically. If the customer matches the same situation again, the agent opens another follow-up.
Next step
Reactivate old customers in bulk on the Reactivation tab.
Sign in with your Cognizy account to save your progress.
Sign in