Skip to main content
The Follow up screen has two tabs: Triage and Call list.
The Follow up screen showing the Triage queues on the left and the conversation pane on the right

​
Triage

Triage reads every active conversation with AI and sorts them into queues, so you always know who needs you right now, why, and what to do next — without scrolling through dozens of threads. The header shows how many conversations need you and the dollar value of pipeline at risk, so you can prioritise by impact. It refreshes on its own every minute.

​
The five queues

Cards are sorted by priority — deal value × how much a human can move it × recency — so the top of each queue is always the best use of your time. Work each queue top-down.

​
What each card tells you

Customer, lane and vehicle, quote amount, the deal stage, the customer’s sentiment with a trend arrow (improving / steady / slipping), a one-line reason it was flagged, and the latest message — enough to act without opening the thread.

​
Actions on a conversation

Selecting a card opens the live conversation on the right, so you can read the thread and reply without leaving the page. From the chat header you can also mark the lead Interested or Not Interested — Not Interested stops all further automated messages to that customer. When nothing is left, the screen says You’re all caught up.
The ? icon in the Triage header opens How Triage works inside the CRM — the same explanation, always current.

​
Triage settings

The gear icon opens Triage settings:
  • Rescue precision — a slider. Higher precision surfaces only the conversations the AI is most confident are at risk (fewer, surer alerts).
  • Waiting SLA (hours) — flag conversations the customer is waiting on after this many hours.
  • Going cold after (hours) — mark a conversation as going cold after this much silence.
  • Minimum deal value — only surface deals worth at least this amount.
  • Surface these queues — switches for Rescue, Close, Waiting and Going cold, so you can hide queues your desk does not use.
  • Autopilot — when on, AI drafts only fire for rescue-surfaced conversations.
Admins can set organization-wide defaults; your own choices override them for your view.

​
Call list

The second tab is your scheduled calls: customers you or the system set a callback time for. Work it top-down, and open the conversation straight from a row. Calls get scheduled when a customer asks to be called, when you set a reminder on a conversation in the Inbox, or from an automated follow-up step.

​
Triage vs follow-up sequences

They solve different halves of the same problem, and you want both:

Inbox

The full conversation, with everything attached.

Follow-up templates

Build the automated message ladder.