Intelligent Follow-ups
CX Agent
Ever watch tickets sit open forever because customers went silent after Siena asked for information? Your team manually follows up on hundreds of stale conversations, your metrics get inflated with pending tickets, and executives question what's really happening in CX. Every support leader mentions this pain point.
What's New?
Automatic cleanup of abandoned conversations: Siena detects when customer input is needed, waits your configured time, then sends a contextually relevant follow-up message. No more manually closing hundreds of stale tickets or tracking down responses. Siena handles the full lifecycle of interactions autonomously.
Built-in intelligence that prevents spam: Siena consolidates multiple pending items into one message, stops immediately when customers respond or agents jump in, and skips messages if customers opened a newer ticket. Maximum three follow-ups per conversation means respectful, smart automation that never annoys.
Configurable timing and actions: Set your default intervals at the account level, customize messaging guidance per automation, and configure what happens after follow-ups—tag tickets, update status, add internal notes.
Why you'll love it?
Intelligent Follow-ups solve two critical problems simultaneously. First, you get metrics that actually reflect reality, no more inflated pending ticket counts that confuse executives about CX health. Second, your helpdesk stays clean with automatic resolution of abandoned conversations, reducing noise and letting your team focus on active issues.
Keep your dashboard accurate, your inbox manageable, and your team focused on conversations that need human attention while Siena proactively handles the follow-up work.
