Automation guides · Una Persona
How to automate request follow-up
Give every request a status, owner and next action. Automate reminders based on confirmed dates and conditions, cancelling them when the request changes state.
What information you need
- Request identifier and receipt date
- Current status, owner and next action
- Agreed deadline and condition allowing a reminder
- History of messages, closures and pauses
How to organise the workflow
Step 1
Define concrete states: received, awaiting information, under review and closed.
Step 2
Assign an owner and deadline at each change; do not leave requests without a next action.
Step 3
Before sending a reminder, check status and whether one has already been sent for the same action.
Step 4
Stop reminders when a request closes or pauses, recording the reason and next review if needed.
Workflow example
Illustrative example: a studio asks a client for project materials. The system reminds them of the pending delivery but cancels the reminder if files arrive first. An automatic reply does not close the request: the owner checks the materials are usable.
This is a workflow design example, not a customer case or a confirmed integration.
What to check in your tools
Your calendar, spreadsheet or management system must allow reading and updating the required fields with limited permissions. Use test data to check connection failures, duplicate requests and someone editing a record while the workflow runs.
Compatibility with a particular vendor is not assumed. Before implementation, verify current documentation, your account permissions and usage limits.
Errors the pilot should handle
- Closed request: cancel pending reminders.
- Reply received through another channel: update status before chasing.
- Unavailable owner: reassign the action using an agreed rule.
| Human control | A person approves deadlines, customer messages and when to close or reopen a request. |
|---|---|
| Measures | Measure overdue requests, duplicate reminders, reopened cases and time to find status. Include manual updates in process costs. |
| Proceeding criterion | Compare the pilot with manual work of the same scope. Review failures before expanding permissions or volume. |
Businesses where this workflow can be assessed
Other guides
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Read guide →How to automate customer support enquiries
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