Follow Up tab

With asynchronous messaging conversations, agents using Agent Desktop can place conversations in a Follow Up state so they can respond to the customer later. This gives agents time to research, complete a process, gain approval, and so on. This tab allows you to monitor the engagements that require an agent response. The data displayed here reflects what is displayed to agents in the Follow Up tab in Agent Desktop.

Data columns in the Follow Up tab

Columns	Definition
Conversation ID	The Conversation thread ID.
Agent ID	Agent ID for agent who placed engagement in Follow Up.
Agent Notes	The Follow Up notes added by agent.
Time Since Last Engagement	The time since both parties chatted.
Time to Expire	The time remaining before the Follow Up timer expires and conversation is auto-assigned.