Recipe — Send a follow-up three days after Done

Three days after a conversation is marked Done, send the caller a short Anything else? template. Catches lingering follow-ups before they become a new conversation, and signals that the team is paying attention.

This pairs well with — but is separate from — the CSAT survey recipe. The CSAT goes out three hours after Done; this follow-up goes out three days after Done. Different templates, different intents.

What this rule does

• Trigger: A conversation’s status changes to Done.
• Wait: 3 days (72 hours).
• Action: Send the Anything Else? Email Studio template (only for email conversations — other channels handled separately).
• Throttle: 1 per contact per 30 days, so an active customer doesn’t get a follow-up after every interaction.

Before you start

• An Anything Else? template in Email Studio, with translations for every language your team handles
• A throttle plan that fits your team’s contact volume — 30 days for low-volume relationships, shorter for high-volume

Build it

• 1 — Trigger — Status changed
• 2 — Condition — previous status not equals done AND new status equals done
• 3 — Condition (AND) — conversation.channel equals email
• 4 — Branch — Always
• 5 — Action 1 — Wait — 72 hours (3 days)
• 6 — Action 2 — Send Email Studio template → Anything Else?, language strategy: match inbox
• 7 — Throttle — Per contact, 1 per 43200 minutes (30 days)

The first condition prevents the rule from refiring if a Done conversation gets reopened and re-Done’d in quick succession (a common pattern when an agent toggles status while clarifying).

Why three days

• Three hours is too soon. That’s CSAT territory — the customer is still mentally on the case.
• Three days is the sweet spot. Most of the time the case is genuinely resolved by then. If anything was missed, the customer notices around now and has a chance to reply to your nudge rather than start fresh.
• A week is too late. If the issue lingered, the customer has already opened a new case, and your follow-up arrives confusingly out of order.

Variants

• Channel-specific waits. Email tolerates three days; chat usually shouldn’t get a delayed follow-up at all (chat is synchronous, follow-ups feel intrusive). Drop the email-channel condition and use multiple branches by channel.
• Skip if reopened. Add a condition conversation.status equals done re-evaluated after the wait — the wait persists state, and if the customer replied during those three days the conversation is now back in Active. This guards against following up on a case that’s no longer Done.
• Customer-level scoped. Send the follow-up only to VIPs (contact.customer_level equals VIP) — proactive touchpoints scale poorly across the long tail.

Verify it worked

Resolve a test conversation to Done. Check Manual Executions: the Wait action should appear immediately and show “in progress” until the 72-hour mark. Three days later, the Send template action should fire and the customer should receive the follow-up email.

Troubleshooting

• Symptom: Follow-up sends even though the customer already replied during the 72-hour wait. Fix: Add a re-evaluation condition after the wait — see “Skip if reopened” variant above.

• Symptom: Follow-up sends in English when the conversation was in another language. Fix: Confirm the template has a translation for that language. Otherwise it falls back to English.

• Symptom: Same customer gets multiple follow-ups within a week. Fix: Throttle scope is set wrong (per conversation rather than per contact). Switch to per-contact.

See also

• Email Studio templates
• Send a CSAT survey after resolution
• Throttle a rule to prevent spam