Follow-up
Sets up tasks and reminders from every email, text and call, so your sales, support and customer success teams don’t have to.
1 thing due today, Mon Oct 26
Can the customer exchange the P100 filter cartridges from their last order, which are the wrong size?
“I wanted to see if I could exchange from my last order, I ordered the wrong size. It's the P100 cartridges.”
EDT · Mondays, past year
Replied to 52 of 91 texts
Oct 23, 2026 · 2 days ago
Iris reasoning as of Oct 26, 2026
What was discussed
On Oct 8 the customer asked about the fastest shipping option, said an order was late, and asked for overnight delivery. They also asked whether the half-mask respirators could be restocked in medium, and noted they were almost out of replacement valves. On Oct 24 they asked to exchange the P100 filter cartridges from their last order because they are the wrong size. The messages do not say which size they need.
What was agreed
- Oct 7: The team would send the customer a free fit-test kit.
- Oct 8: The team would ask the supplier about restocking the medium half-mask. This was a request to the supplier, not a confirmed product.
- Oct 8: The team would follow up on overnight shipping the next morning. The messages do not show that this happened.
- Oct 8: The customer decided not to overnight an order that day.
- Oct 23: The customer placed an order, which is their last order.
Agenda for the call
- Answer the filter exchange. Ask which size the customer needs, confirm the exchange process and stock, and say when the correct cartridges will ship.
- Confirm the Oct 23 order's shipping method. Ask whether they need guaranteed delivery and offer 2-day or overnight with the cutoff times in mind.
- Report back on the medium half-mask restock request. If there is no answer yet, say so plainly.
- Ask whether the fit-test kit arrived and whether they need replacement valves restocked.
Recommendation
Confirm the exact size and the exchange steps in the same call, and offer guaranteed shipping on the replacement so the customer is not waiting on another estimate. Then point to the replacement valves they flagged as running low as a simple reorder, and offer to hold the medium half-mask news for their next order.
Good to know
It observes all communication between your staff and the customer.
$0.01 to $0.03 per alert, by plan. You pay only while the signal is on.
Questions about Follow-up.
When does Follow-up trigger?
A customer’s question went unanswered, a question you asked them got no reply, or a promise your team made passed its day.
What should I know before switching it on?
It observes all communication between your staff and the customer.
Is this another automation tool?
Not in the way most people mean it. Automation is great for the routine, until it starts to hurt your customer relationships or your bottom line. Some things should not be automated: the human touch that builds a relationship and grows a customer's lifetime value, or a decision that needs a human sanity check, like how much stock to reorder. That is where IdealData steps in. It identifies those critical touch points and alerts the right person in real time, with the context and the action to take.
What are the requirements?
It requires CRM or Telephony to be connected to IdealData.
What does it cost?
$0.01 to $0.03 per alert, depending on your plan, and only while the signal is on. Try it free for 15 days. No credit card required. See the pricing page for every plan.
Where does the alert show up?
In the IdealData platform, under the My Signals tab. It can also arrive in your Slack or Microsoft Teams.
More signals in this group:
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Late Purchase Order
Chase a vendor before a late order leaves you out of stock.
You pay per alert, only while a signal is on.
Try every signal free for 15 days. No credit card.