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You tell Grio what to follow up on; the agent writes the message from your instruction and the conversation, and sends it to the customer.

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Website chat, email, SMS and WhatsApp conversations

Open the conversation → Details → Request AI Follow-up.
1

Say what to follow up on

Type an instruction, or pick Ask for missing details, Request feedback on resolution, Schedule a follow-up call or Share next steps.
2

Send

Click Send AI follow-up. Grio picks the channel for you:
  • via email when the customer has an email address: sent from your connected Gmail.
  • via SMS link when they have a phone number: a text message with a link to continue the chat.
A follow-up needs the customer’s email or phone number. Ask for it in your website chat’s visitor form. Email follow-ups need Gmail connected in Integrations.
You can also follow up when handing a conversation back: Release to AI → tick the follow-up option → Release & follow up.

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Intercom conversations

Follow-ups go through Intercom, so the customer receives them in the Messenger, or by email from Intercom if they’re away.
1

Open a closed Intercom conversation

Click Follow up in its header.
2

Say what to follow up on

Type an instruction or pick Check it’s solved, Ask for missing details, Share next steps or Request feedback.
3

Choose when

Now, In 1 hour, Tomorrow at 9:00 or In 3 days, then Schedule follow-up.
Grio reopens the conversation in Intercom, gives it back to the Grio teammate and posts the message. The customer’s answer comes back to Grio like any other message.
If a person on your team has taken the conversation over in Intercom by then, Grio doesn’t send the follow-up.