Scheduled Follow-ups

Schedule follow-up messages on tickets to ensure nothing falls through the cracks. Use manual follow-ups for one-off reminders, or enable auto follow-ups to automatically nudge customers who haven’t responded.

Manual follow-ups

Use the /followup command to schedule a follow-up message on any issue or discussion.

Schedule a follow-up

/followup 3d Are you still experiencing this issue?

This schedules a comment to be posted in 3 days. Supported duration formats:

Format	Example	Duration
`m`	`30m`	30 minutes
`h`	`2h`	2 hours
`d`	`3d`	3 days
`w`	`1w`	1 week

View pending follow-ups

/followup list

Shows all pending follow-ups for the current issue with their scheduled times and messages.

Cancel follow-ups

/followup cancel

Cancels all pending follow-ups for the current issue.

Scheduled messages

Use /schedule to send a message at a specific date and time.

/schedule 2025-03-15 10:00 The fix has been deployed to production.

The datetime format is YYYY-MM-DD HH:MM. If you have business hours configured in your SLA settings, the time is interpreted in your configured timezone. Otherwise, it’s treated as UTC.

Auto follow-ups (Pro)

Enable automatic follow-ups to nudge customers who haven’t responded. When a ticket is labeled waiting-on-customer, Scitor will automatically send follow-up messages on a schedule.

How it works

An agent labels a ticket waiting-on-customer (or Scitor applies it after sending a reply)
After the configured wait time (default: 3 days), Scitor posts an automated follow-up comment
If the customer still hasn’t responded, additional follow-ups are sent (up to the configured max)
Optionally, the ticket is auto-closed after all follow-ups are exhausted

Cancellation triggers

Auto follow-ups are automatically cancelled when:

The customer responds (the waiting-on-customer label is removed)
The issue is closed
Someone uses /followup cancel

Configuration

Add a follow_up section to your .github/scitor.yaml:

follow_up:
  auto:
    enabled: true
    waiting_on_customer: 3d    # Time before first follow-up
    waiting_on_agent: 1d       # Reminder if agent hasn't replied
    max_follow_ups: 3          # Maximum auto follow-ups
    auto_close_after: 14d      # Auto-close after silence (optional)
  templates:
    first: "Hi {{customer_name}}, just checking in — were you able to resolve this?"
    second: "Following up — if we don't hear back soon, we'll close this ticket."
    final: "Closing this ticket due to inactivity. Feel free to reopen anytime!"

See the configuration reference for full details.

Processing schedule

Scheduled messages are processed every 5 minutes. A message scheduled for “3 days from now” will be sent within 5 minutes of the scheduled time.