> ## Documentation Index
> Fetch the complete documentation index at: https://docs.jengolabs.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Follow up with customers

> Ask the AI to get back to a customer: check it's solved, ask for missing details, share next steps.

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.

## Website chat, email, SMS and WhatsApp conversations

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

<Steps>
  <Step title="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**.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Note>
  A follow-up needs the customer's email or phone number. Ask for it in your [website chat's visitor form](/grio-cx/web-chat#customize-the-chat). Email follow-ups need Gmail connected in **Integrations**.
</Note>

You can also follow up when handing a conversation back: **Release to AI** → tick the follow-up option → **Release & follow up**.

## Intercom conversations

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

<Steps>
  <Step title="Open a closed Intercom conversation">
    Click **Follow up** in its header.
  </Step>

  <Step title="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**.
  </Step>

  <Step title="Choose when">
    **Now**, **In 1 hour**, **Tomorrow at 9:00** or **In 3 days**, then **Schedule follow-up**.
  </Step>
</Steps>

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.

<Info>
  If a person on your team has taken the conversation over in Intercom by then, Grio doesn't send the follow-up.
</Info>


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