Schedule a follow-up from a worker
Updated October 19, 2026 · 3 min read
To schedule a follow-up from a worker, add the Schedule follow-up action. The worker can then set itself a task for later on the same conversation, Slack thread, or Result. For example, it can check whether reconnecting an account fixed the problem, or whether a teammate has answered in Slack so it can get back to the customer.
Add the Schedule follow-up action
- Open the worker and go to its Knowledge tab.
- Under Actions, click + and choose Schedule follow-up. Add it to the worker so every Skill can use it, or add it to a single Skill if only that playbook should schedule follow-ups.
- Click the action's icon in the Actions row, then click Settings. Set the limits and click Save.
Setting | Default | What it controls |
|---|---|---|
Max delay (days) | 7 | The furthest ahead the worker may schedule a follow-up (1–30 days). |
Max open follow-ups per conversation | 3 | How many follow-ups can be scheduled at once for one conversation (1–10). |
- Tell the worker when to use it. In the Skill, describe the situations that deserve a check-in, for example: "After asking the customer to reconnect Instagram, schedule a follow-up in 24 hours to confirm publishing works."
What happens when the follow-up is due
At the scheduled time the worker re-reads the conversation and checks the goal and steps it wrote when it scheduled the follow-up. Then it does one of three things:
- Sends the customer a follow-up message.
- Closes the follow-up without messaging, because the goal is already settled or the customer has written since.
- Hands the conversation to a human with an internal note.
The follow-up is cancelled automatically if the worker is turned off, the conversation has been handed to a human, or the conversation no longer exists. If the customer is typing right now, the worker waits a couple of minutes before acting.
Where a follow-up can act
Scheduled from | Can message the customer |
|---|---|
A Crisp conversation | Yes, in the same Crisp conversation |
A Slack thread | No. It acts only through the worker's Actions (for example, posting to Slack) |
A Result (for example, a Preventive Outreach signal) | No. It acts only through the worker's Actions |
Check that a follow-up was scheduled
- Open the worker's Results, find the conversation, and click Agent trace on its row.
- Step through the interactions to the turn where the worker scheduled the follow-up. Schedule Follow Up appears as an Action. Click View details to see the goal and the delay the worker chose.
FAQ
Which workers can schedule a follow-up?
Customer Support Chat, the Support and Success chat workers, and Preventive Outreach. Customer-facing follow-up messages currently go through Crisp.
What if the customer replies before the follow-up is due?
The follow-up still wakes up, but the worker reads the whole conversation first. If the customer's reply already settled the goal, it closes the follow-up without sending anything.
Can the worker schedule the same follow-up twice?
On every new turn the worker sees the follow-ups already open for that conversation, so it can reschedule or cancel one instead of adding a duplicate. Max open follow-ups per conversation caps the total.
Do follow-ups need someone to approve them?
No. A follow-up runs on its own at the scheduled time. You can see what it did in the Result's Trace.
Related articles
- Add an action to a worker
Add actions to a worker so every Skill inherits them, or to one Skill only, like Slack messages, Crisp updates, or follow-ups.
- Edit Agent Skills for a worker
Open Knowledge → Agent skills to edit the playbook a worker reads at runtime.
- Add or edit Guards
Add Guard rules that check a worker's final result and the Actions it took in that run, not conversation history or knowledge.
- Read and filter Results
Open the Results tab, filter by date or column, then read each row for the full outcome.