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Chase Customer

The "Chase Customer" action automates the process of following up with customers on tickets, particularly those awaiting customer response. It helps ensure timely communication and can automatically update ticket statuses if chase attempts are exhausted.

Why is it useful?

This action prevents tickets from becoming stagnant when waiting for customer input. It standardizes follow-up procedures, saves technician time, and can help maintain a clean ticket queue by automatically handling tickets where the customer is unresponsive after a defined number of follow-ups.

What It Does​

  • Processes a list of PSA tickets based on your configuration.
  • For each ticket, it determines if a chase message is necessary by checking how many times the customer has already been chased since their last response.
  • If a chase is needed, it generates a polite follow-up message to the customer.
  • If the maximum number of chase attempts has been reached:
    • It can optionally generate a final message informing the customer that the ticket might be closed.
    • It can optionally update the ticket's status (e.g., to "Closed - No Response").
  • Provides clear output messages for internal use, for the end client, and for the Neo Dashboard Event History.
  • Can update ticket fields, such as status, based on the outcome.

How It Works​

1. Input Tickets and Configuration​

The action takes a list of PSA tickets (default_data) and several configuration settings that define its behavior. These settings include how many times to chase the customer, whether to consider internal notes when counting chases, and what to do if chase attempts are exceeded.

2. Chase Eligibility Check​

For each ticket, Neo's AI analyzes the conversation history since the customer's last message. It counts how many times a chase message has been sent by a technician or Neo during this period (optionally including internal notes in this count based on include_internal_notes). This count is compared against the number_of_times_to_chase setting.

3. Message Generation (If Chase is Needed)​

If the number of previous chases is less than the configured maximum, Neo generates a CHASING_MESSAGE. This message is formulated based on the ticket context and any custom_instructions provided. The goal is to gently prompt the customer for the required information or to see if they still need assistance.

4. Handling Exceeded Chase Attempts (Optional)​

If the number of previous chases meets or exceeds number_of_times_to_chase:

  • Neo checks the include_settings_after_chase_attempts_are_exceeded flag.
  • If true, and a status_to_set_when_chase_attempts_are_exceeded is defined, Neo will prepare to update the ticket's status.
  • It then generates an INFORM_TICKET_WILL_BE_CLOSED_MESSAGE. This message, guided by custom_instructions, typically informs the customer that since they haven't responded after multiple attempts, the ticket might be closed.

5. Output Generation​

The action populates several output fields:

  • default_messages_for_end_client: Contains the generated chase message or the "ticket will be closed" message.
  • default_messages_for_msp: Contains internal notes, usually reflecting the message sent to the customer.
  • default_messages_for_dashboard: Provides a log of actions taken for each ticket.
  • default_fields_to_update: Includes any field changes, like a status update, if applicable.

Configuration Fields​

When you add the "Chase Customer" action to a workflow, you'll configure the following:

default_data​

A list of PSA tickets that the action will process.

settings_to_chase_customer​

Contains settings related to the chase process:

  • number_of_times_to_chase (integer): The maximum number of times Neo should attempt to chase the customer for a response on a given ticket before considering the chase attempts exhausted. The count resets after each customer reply.
  • include_internal_notes (boolean, default: false): If true, Neo will consider internal notes as part of the chase attempt count when analyzing the conversation history.

include_settings_after_chase_attempts_are_exceeded​

(boolean, default: false): If true, Neo will apply the settings defined in settings_after_chase_attempts_are_exceeded when the number_of_times_to_chase has been met or exceeded.

settings_after_chase_attempts_are_exceeded​

Contains settings for what to do when chase attempts are exhausted (only applicable if include_settings_after_chase_attempts_are_exceeded is true):

  • status_to_set_when_chase_attempts_are_exceeded (string, optional): The name of the PSA status to set the ticket to (e.g., "Closed - No Response", "Awaiting Closure"). If left blank, the status will not be changed.

use_custom_instructions​

(boolean, default: false): If true, Neo will use the custom_instructions to guide the AI in generating chase messages or messages about ticket closure.

custom_instructions​

(text, optional): Specific instructions for the AI to follow when crafting messages. This can be used to tailor the tone, content, or specific information to include in the follow-up messages or the "ticket will be closed" notification. These instructions apply to both the regular chase message and the message generated when chase attempts are exceeded.

Output Fields​

This action makes the following information available to subsequent actions in the workflow, as part of the StandardOutput model:

default_messages_for_dashboard​

A list of strings summarizing the action's activity for each processed ticket (e.g., "Chasing customer for ticket T123", "Max chase attempts exceeded for T124, status will be updated.").

default_messages_for_msp​

A list of WorkflowMessages. Typically contains messages intended for internal ticket notes, often mirroring or explaining the message sent to the end client.

default_messages_for_end_client​

A list of WorkflowMessages. This contains the actual chase message generated for the customer or the message informing them that the ticket might be closed due to no response. This is the primary content you'd send to the customer using a subsequent "Notify Ticket's Contact" action.

default_fields_to_update​

A list of FieldUpdateAudit objects. If the action is configured to change the ticket status after chase attempts are exceeded, this list will contain the details of that pending status update.

credits_consumed​

The number of credits consumed by the action. Generally, one credit per ticket processed.

Use Cases​

Automated Follow-up for "Waiting on Customer" Tickets​

  • Trigger: A ticket has been in "Waiting on Customer" status for X days.
  • Action: Use "Chase Customer" with number_of_times_to_chase set to 2.
  • Follow-up 1 (Message): Use Notify Ticket's Contact to send the default_messages_for_end_client to the customer.
  • Follow-up 2 (Status Update): If chase attempts are exceeded, configure status_to_set_when_chase_attempts_are_exceeded to "Closed - Unresponsive" and use Update Ticket Fields with default_fields_to_update.

Gentle Reminders for Information Requests​

  • Trigger: A ticket has a specific tag like "NeedsMoreInfo" and hasn't been updated by the customer in Y hours.
  • Action: "Chase Customer" with number_of_times_to_chase set to 1. Provide custom_instructions to tailor the message to remind the customer about the specific information needed.
  • Follow-up: Send the default_messages_for_end_client via Notify Ticket's Contact.

Best Practices​

  • Clear Custom Instructions: If using custom_instructions, be very specific about the tone and content you want in the messages. For example, "Please be extra polite and mention we're eager to help them resolve their issue."
  • Coordinate with Statuses: Ensure the status_to_set_when_chase_attempts_are_exceeded aligns with your PSA's status workflow and any related automation.
  • Test Incrementally: Start with a small number_of_times_to_chase and observe the behavior in your Neo Dashboard Event History before applying to a large volume of tickets.
  • Consider include_internal_notes: Be mindful of what constitutes a "chase." If internal notes discussing follow-up count, enable this. If only direct messages to the customer count, keep it disabled.
  • Use Subsequent Actions: Remember that "Chase Customer" primarily generates messages and prepares field updates. You need subsequent actions like "Notify Ticket's Contact" and "Update Ticket Fields" to actually send the messages and apply the changes in your PSA.
  • Review Event History: Regularly check the Event History to understand why messages were sent or why statuses were changed, and to refine your settings.