Siena now automatically follows up when customers go silent after she requests information. It detects when input is needed, waits your configured time (default 24 hours), then sends a contextually relevant message. If customers still don't respond, Siena can send up to 3 follow-ups before tagging tickets and updating their status based on your preferences.
Benefits
Your team stops manually chasing hundreds of stale tickets every week. Here's what improves:
- Accurate metrics— Pending ticket counts reflect actual customer conversations, not abandoned threads
- Clean inbox— Stale tickets get resolved automatically instead of cluttering your helpdesk
- Higher completion rates— Siena finishes interactions autonomously instead of leaving them unresolved
Why it's smart:
Siena writes follow-ups based on actual conversation context and stops immediately if the customer responds or an agent jumps in.Action Needed
- Navigate to Settings → Follow-up settings to enable the feature globally.
- Add follow-ups to specific automations where you want them to trigger. Without this step, follow-ups will not work even if enabled in settings.
For more information, check out the guide.