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The Chase Customer action automates the process of following up with customers on tickets awaiting their response. It handles the entire customer chase process, from polite follow-ups to automatically closing tickets when chase attempts are exhausted.
If your technicians have completed work on a ticket, Neo Agent can automate the whole process of chasing the customer for response confirmation. No more manual chasing of customers to confirm if tickets can be closed!
This action only works with scheduled workflows.

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Quick start

1

Create scheduled workflow

Set up a scheduled workflow (this action only works with scheduled workflows).
2

Filter appropriate tickets

Use filters to select tickets awaiting customer response, such as:
  • Status = “Waiting on Customer”
  • Last updated > 2 days ago
  • Assigned technician is not empty
3

Configure chase settings

Set the number of chase attempts (start with 1-2) and add custom instructions for message tone.
4

Add notification action

Add “Notify Ticket’s Contact” to actually send the chase messages to customers.
5

Test and refine

Run the workflow on a few test tickets and adjust your custom instructions based on the results.

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How it works

This action manages the complete customer follow-up process:
  1. Tracks chase attempts - counts how many times each customer has been contacted
  2. Generates appropriate messages - crafts polite follow-ups that reference specific work completed
  3. Escalates messaging - adjusts tone as chase attempts increase
  4. Handles closure - can automatically close tickets when maximum attempts are reached
  5. Respects timing - allows custom instructions to control when tickets are actually closed
The AI creates contextual messages that reference the work performed and maintain a professional, helpful tone throughout the chase process.

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Setup

Tickets to process: Works with tickets awaiting customer response, typically from a search filtering for tickets waiting on customers. Maximum attempts: Set how many times to chase each customer before taking final action (like closing the ticket). Custom instructions (optional): Provide specific guidance on message tone, timing, and closure behavior. For example: “Be very polite and mention we’re eager to confirm whether the solution worked. Wait 48 hours after final notice before closing tickets.”

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What you get

After running, you’ll have follow-up messages ready to send to customers, internal documentation of the chase process, and any ticket updates (like status changes) ready to apply.

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Common use cases

Follow up with customers on completed work to confirm resolution before automatically closing tickets. Reduces manual follow-up work while ensuring customer satisfaction.
Ensure timely customer communication by automatically sending follow-ups when tickets await customer response for too long.
Implement escalating follow-up messages that become more urgent over time while maintaining professionalism throughout the process.
Respect customer time by only sending follow-ups during business hours and avoiding weekends or holidays for closure actions.

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Best practices

Begin with a low number of chase attempts (1-2) and increase gradually as you become comfortable with the results. Start with polite follow-ups without closure, then add automatic closure after testing.
Guide the AI on tone, timing, and closure behavior. Be very polite, reference completed work, include contact information, and set clear closure timing rules like waiting 48 hours after final notice.
Use custom instructions to separate messaging from closure actions. Choose between immediate closure, delayed closure with final notice, or business hours only closure policies.
Chain multiple actions together: Chase Customer to generate messages, Notify Customer to send them, Update Ticket to apply changes, and Add Ticket Note to document the process.
Regularly review chase process effectiveness by checking generated messages, customer response rates, closure vs. reopened rates, and timing optimization opportunities.
Use custom instructions for special situations: VIP customers get extra time, critical tickets don’t auto-close, recent customer activity resets counters, urgent tickets get more frequent but patient chasing.

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Example workflows

  1. Trigger: Scheduled workflow (daily)
  2. Find Entities - Filter tickets: Status = “Waiting on Customer”, Last updated > 2 days
  3. Chase Customer - Max attempts: 2, polite follow-up messages
  4. Notify Ticket’s Contact - Send chase messages to customers
  5. Result: Automated follow-up without overwhelming customers
  1. Trigger: Scheduled workflow (daily)
  2. Find Entities - Filter tickets awaiting customer response
  3. Chase Customer - Max attempts: 3, escalating urgency with final closure
  4. Notify Ticket’s Contact - Send messages to customers
  5. Update Ticket Fields - Apply status changes or closure
  6. Add Ticket Note - Document chase attempts internally
  7. Result: Complete automated chase process with proper closure
  1. Trigger: Scheduled workflow (weekdays, business hours)
  2. Find Entities - Filter tickets needing follow-up
  3. Chase Customer - Instructions: “Only send during business hours, never close on Fridays”
  4. Notify Ticket’s Contact - Send professional follow-ups
  5. Result: Respectful customer communication that honors business boundaries
Always test your chase workflow with non-critical tickets first to ensure messages are appropriate and timing works as expected before applying to all customer communications.