How Reminder Agent Works

Reminder Agent: How It Works

What is the Reminder Agent?

The Reminder Agent is an automated feature that helps you follow up with customers who haven’t responded to support tickets. Instead of manually tracking and sending follow-up messages, the Reminder Agent does this for you automatically.

How Does It Get Activated?

The Reminder Agent wakes up and starts working whenever a ticket’s status changes. Here’s the step-by-step process:

1. Status Change Triggers the Check

When you (or anyone on your team) changes a ticket’s status, the system asks: “Should the Reminder Agent handle this ticket?“

2. Eligibility Check

The system checks if the ticket meets ALL of these conditions:

Condition	What It Means
Feature Enabled	Your company has the Reminder Agent feature turned on
Ticket Not Closed	The ticket must still be open/active
Customer Activated	The customer’s company is on your “reminder list” (or you’ve set it to “all customers”)
Board Activated	The ticket is on a service board where reminders are enabled
Source Activated	The ticket came from a channel (email, chat, etc.) where reminders are allowed
Status Matches	The ticket’s current status is one you’ve designated as a “reminder status”

If any of these checks fail, the Reminder Agent stays quiet and does nothing.

3. Scheduling the Reminder

If the ticket passes all checks, the Reminder Agent calculates when to send the first reminder message.

Two Ways to Schedule Reminders

You can choose one of two scheduling methods. Each method handles timezones and messenger working hours differently.

Option A: Daily Reminders

Send reminders at the same time every day — perfect for consistent, predictable follow-ups.

Setting	Description
Reminder Time	The exact time to send reminders (e.g., 9:00 AM)
Day Type	Choose between Weekdays only (Mon-Fri) or Every day (7 days)
Timezone	Uses your company’s timezone from settings

How Daily Scheduling Works

When a ticket becomes eligible, the system looks for the next occurrence of your reminder time
If that time has already passed today, it schedules for tomorrow
If “Weekdays only” is selected, weekends are automatically skipped

Timezone Behavior

Daily reminders use your company’s configured timezone:

If your company is set to “America/New_York” and you set reminders for 9:00 AM
The reminder fires at 9:00 AM Eastern Time, regardless of where the customer is located

Option B: Custom Delay

Send reminders after a specific number of hours — perfect for urgent follow-ups or SLA-based timing.

Setting	Description
Delay Hours	Number of hours to wait (1-100 hours)
Timezone	Not timezone-dependent — simply adds hours from current time

How Custom Delay Works

When a ticket becomes eligible, the system takes the current time
Adds your configured number of hours
That’s when the reminder fires

Timezone Behavior

Custom delay is timezone-agnostic — it simply adds hours to the current moment:

If it’s 2:00 PM anywhere and you have a 4-hour delay
The reminder fires at 6:00 PM (in UTC internally, displayed in local time)

Integration with Messenger Working Hours

When the Working Hours feature is enabled, the Reminder Agent respects your business schedule. This prevents reminders from being sent when your team isn’t available.

How Working Hours Are Determined

Priority	Source	Timezone Used
1st	Company’s own Messenger Hours settings	Messenger Hours timezone
2nd	Parent company’s Messenger Hours (fallback)	Parent’s Messenger Hours timezone

Important: Working hours use the Messenger Hours timezone, which may be different from your company timezone!

Working Hours + Daily Reminders

The system validates that your reminder time falls within working hours:

Valid Configuration

Working Hours: 8:00 AM - 6:00 PM
Reminder Time: 9:00 AM
9:00 AM is within working hours — reminder will fire

Invalid Configuration

Working Hours: 9:00 AM - 5:00 PM
Reminder Time: 8:00 AM
8:00 AM is BEFORE working hours start
Result: Error message, reminder skipped

Working Hours + Custom Delay

The system adjusts the calculated time to fit within working hours:

Calculated Time Falls…	What Happens
Within working hours	Reminder fires at calculated time
Before working hours start	Moves to start of working hours that day
After working hours end	Moves to start of next working day
On a non-working day	Moves to start of next working day

Edge Cases & Limits

Situation	Behavior
No working hours configured	Error: “Messenger hours not configured” — reminder skipped
Messenger Hours set to “Always Available”	Working hours check bypassed — reminder fires at calculated time
No working hours found in 8 days	Error: “No available working hours” — reminder skipped
Reminder time outside all working hours	Error with details — reminder skipped

Quick Comparison

Aspect	Daily Reminder	Custom Delay
When it fires	Same time every day	X hours from now
Timezone used	Company timezone	None (UTC internally)
Working hours timezone	Messenger Hours timezone	Messenger Hours timezone
Weekend handling	Optional skip (Weekdays setting)	Only with Working Hours enabled
Best for	Consistent daily follow-ups	Urgent or SLA-based timing

What Happens When a Reminder Fires?

When the scheduled time arrives:

Final eligibility check - The system confirms the ticket is still eligible (customer hasn’t replied, status hasn’t changed, etc.)
Message sent - An AI-generated follow-up message is sent to the customer based on the instructions you’ve configured
Next reminder scheduled - If you have multiple reminders configured (up to 5), the next one gets scheduled
Activity logged - An internal note is added to the ticket showing “Reminder Agent sent Reminder 1” (or 2, 3, etc.)

Multiple Reminders in Sequence

You can set up to 5 reminder messages, each with its own custom instructions. They fire one after another:

Reminder 1  →  (wait)  →  Reminder 2  →  (wait)  →  Reminder 3  →  ...  →  Final Action

Each reminder only fires if the customer still hasn’t responded since the last one.

What Happens After the Last Reminder?

After all your configured reminders have been sent (and the customer still hasn’t replied), the Reminder Agent can automatically:

Change the ticket status to a status you’ve designated (e.g., “Waiting for Response”)
Close the ticket if you’ve set the final status to a “closed” status

This is configured in your Status Mapping settings.

Summary Flow

┌─────────────────────────────────────────────────────────────────────┐
│                      TICKET STATUS CHANGES                          │
└─────────────────────────────────────────────────────────────────────┘
                                │
                                ▼
┌─────────────────────────────────────────────────────────────────────┐
│   Is ticket eligible? (feature on, right board, status, etc.)      │
└─────────────────────────────────────────────────────────────────────┘
                                │
                   ┌────────────┴────────────┐
                   │                         │
                  YES                        NO
                   │                         │
                   ▼                         ▼
┌──────────────────────────────┐   ┌──────────────────────────────────┐
│  Calculate when to send      │   │  Do nothing / Cancel existing    │
│  (daily time OR custom delay)│   │  reminders if any                │
└──────────────────────────────┘   └──────────────────────────────────┘
                   │
                   ▼
┌──────────────────────────────┐
│  Adjust for working hours    │
│  (if feature enabled)        │
└──────────────────────────────┘
                   │
                   ▼
┌──────────────────────────────┐
│  Schedule reminder job       │
└──────────────────────────────┘
                   │
                   ▼
        (Time passes...)
                   │
                   ▼
┌──────────────────────────────┐
│  Re-check eligibility        │
└──────────────────────────────┘
                   │
          ┌───────┴───────┐
          │               │
         YES             NO
          │               │
          ▼               ▼
┌─────────────────┐  ┌─────────────────┐
│ Send reminder   │  │ Cancel reminder │
│ to customer     │  │                 │
└─────────────────┘  └─────────────────┘
          │
          ▼
┌─────────────────────────────────────────────────────────────────────┐
│   More reminders?  YES → Schedule next    NO → Apply final status   │
└─────────────────────────────────────────────────────────────────────┘

Configuration Checklist

To use the Reminder Agent, make sure you have configured:

Enabled the Reminder Agent for your company
Selected customers (all or specific ones)
Selected boards where reminders should apply
Selected sources (email, chat, etc.)
Mapped statuses - which statuses trigger reminders and what status to apply at the end
Set timing - daily time OR custom delay hours
Written reminder instructions - what the AI should say in each reminder message (up to 5)
Configured working hours if you want time-aware scheduling

FAQ

What if a customer replies after the first reminder?

The next reminder is automatically cancelled. The ticket returns to normal handling.

Can I see which tickets have active reminders?

Yes, the system logs “Reminder Agent is activated” as an internal note when reminders are scheduled.

What timezone does the Reminder Agent use?

It uses your company’s configured timezone for daily reminders, and your messenger’s working hours timezone for working-hours adjustments.

What if no working hours are configured?

If working hours feature is enabled but no hours are set up, you’ll receive an error message and the reminder will be skipped.

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How Reminder Agent Works

Reminder Agent: How It Works

What is the Reminder Agent?

How Does It Get Activated?

1. Status Change Triggers the Check

2. Eligibility Check

3. Scheduling the Reminder

Two Ways to Schedule Reminders

Option A: Daily Reminders

How Daily Scheduling Works

Timezone Behavior

Option B: Custom Delay

How Custom Delay Works

Timezone Behavior

Integration with Messenger Working Hours

How Working Hours Are Determined

Working Hours + Daily Reminders

Valid Configuration

Invalid Configuration

Working Hours + Custom Delay

Edge Cases & Limits

Quick Comparison

What Happens When a Reminder Fires?

Multiple Reminders in Sequence

What Happens After the Last Reminder?

Summary Flow

Configuration Checklist

FAQ

​Reminder Agent: How It Works

​What is the Reminder Agent?

​How Does It Get Activated?

​1. Status Change Triggers the Check

​2. Eligibility Check

​3. Scheduling the Reminder

​Two Ways to Schedule Reminders

​Option A: Daily Reminders

​How Daily Scheduling Works

​Timezone Behavior

​Option B: Custom Delay

​How Custom Delay Works

​Timezone Behavior

​Integration with Messenger Working Hours

​How Working Hours Are Determined

​Working Hours + Daily Reminders

​Valid Configuration

​Invalid Configuration

​Working Hours + Custom Delay

​Edge Cases & Limits

​Quick Comparison

​What Happens When a Reminder Fires?

​Multiple Reminders in Sequence

​What Happens After the Last Reminder?

​Summary Flow

​Configuration Checklist

​FAQ

Reminder Agent: How It Works

What is the Reminder Agent?

How Does It Get Activated?

1. Status Change Triggers the Check

2. Eligibility Check

3. Scheduling the Reminder

Two Ways to Schedule Reminders

Option A: Daily Reminders

How Daily Scheduling Works

Timezone Behavior

Option B: Custom Delay

How Custom Delay Works

Timezone Behavior

Integration with Messenger Working Hours

How Working Hours Are Determined

Working Hours + Daily Reminders

Valid Configuration

Invalid Configuration

Working Hours + Custom Delay

Edge Cases & Limits

Quick Comparison

What Happens When a Reminder Fires?

Multiple Reminders in Sequence

What Happens After the Last Reminder?

Summary Flow

Configuration Checklist

FAQ