Follow-up

One of the key value propositions of Luma is the ability to follow up with users. Luma allows you to create an actionable Follow-up and automate sending smart notifications from the virtual agent to all users based on conditions such as ticket updates and information about events. The Follow-ups feature available in Luma eliminates manual and routine tasks and automates the process by notifying users conditionally on meeting some events. Now you have the ability to use global attributes to configure follow ups, channel notifications, support agent actions. Utilizing this key feature, the support agents can save significant time.

Typical use cases when the follow-up feature could be used include,

• Follow-up on the pending tickets for approval by fetching all the ‘Pending for Approval’ tickets and notifying the approvers on a configured channels to take actions like Approve, Reject, etc.

• Follow-up with the users from whom the information is pending for the ticket to move to In Progress.

• Follow-up on all the resolved tickets that need to be closed.

• Notify the manager or analyst group automatically when the tickets are created in ITSM systems 

• Notify all the stakeholders automatically to take the next steps when the new sales opportunity is created in CRM.

• Follow up with Manager for approvals of employee requests

Creating an automated follow-up from Luma.

Each follow-up job could be defined with specific polling intervals at which data from external systems will be fetched, evaluated for the conditions to be met and notifications are sent at the required frequency for the specific period. 

To create a new automated follow-up skill, follow the below steps:

1. Hover over the left pane, click on Tenant --> Settings. Click the Follow-ups tab to view the list of configured follow-ups.

2. Click Create Follow-up to create a new follow-up.

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3. The New Follow-up page appears where we can fill in the data such as its Follow-up Name and Status. Click Next.

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4. The next section is Data Extraction for the follow-up task. You would need to specify the following configuration parameters:

   1. Polling Frequency: The frequency at which the data from the External systems should be fetched. Specify the required interval at which Luma needs to poll for data to be processed and follow up with users. The minimum supported polling frequency is 10 minutes and the maximum value is 5 days, which is 7200 minutes.

   2. Conditional Data Extract: Here you can define Web Service Operations to fetch the data from the external system and set the values using Set Attributes.

      1. Use Integrations to specify the source of data

      2. Set Attributes to assign the data that is fetched from External systems to Local, Global, or User Custom attributes.

   3. Data Reconciliation fields like Looping element and Data reconciliation ID. The looping element holds that data that needs to be processed and Data Reconciliation ID will be used to reconcile the data record on subsequent follow-ups. The fields are mandatory.

   4. Individual Data Record Type: Currently only JSON data type is supported.

   5. Click Next.

5. The Recipients section allows you to define the list of recipients to be notified as part of the follow-up process.

   1. Map the data extracted from external systems to the equivalent Luma User field and Group field. Either User or the Group fields are mandatory for the data reconciliation.

   2. You may also add an integration call to fetch recipient information from an external system (based on the data fetched from the previous Integration call specified in the Data Extraction Stage). In such a case, in addition to the Recipients reconciliation fields, add Integration and Set attribute.

   3. You may refer to context variable @{followup.data} as an individual record to extract the recipients.

   4. Click Next to define the message that should be conveyed to the user.

6. On the Message section, you specify the message in Text, Cards, and Image format. Enter the message to be sent to the intended recipient to receive.

7. Select one of the channels configured for your tenant, through which the message should be delivered. The Last Used Channel option sends the notification to the chat channel used by the end-user.

8. Once the Message is defined, click on Next to configure the Notification Schedule.

9. On the Notification Schedule, you may define the frequency and number of attempts that need to be done to follow up with the required recipients/users.

   1. For Notify frequency, the minimum supported notify frequency is 10 minutes and the maximum value is 5 days, which is 7200 minutes.

   2. The allowed Number of Attempts can be set between 1 -10.

10. Click Next to set Post Follow-up Actions.

11. Post Followup Actions are the actions to be executed after the follow-up is executed. You can add Integrations to connect to a target system or Set Attribute to transform that should be executed after each follow-up attempt or upon completion of the follow-up activity. This enables the Virtual Agent to perform predefined actions or updates once the follow-up activity is complete. Post Followup Actions are optional. You may add follow up actions for:

    1. After each follow-up attempt: Add the Actions to be performed after each follow-up attempt.

    2. After all follow-up attempt: Add the Actions to be performed after all follow-up attempts have been executed.

        

12. Click on Create. Your Follow-up is now ready.

Information on Notifications sent through Follow-ups in Conversation History

The details about the follow-ups that were initiated from the Bot are captured as part of the conversation history workspace.

In the conversation history, the Follow-up Notification Sent event signifies that the follow-up notification was sent as part of the conversations that were initiated by the bot. The event has the description, “The bot has dispatched the informational or actionable follow-up notifications to the user on the channel”

To view the Follow ups in the conversation history, Apply the filter on the conversations initiated by the Bot, as shown below:

Once the filters are applied, the following screen shows the follow-ups initiated by the bot.

Exporting Follow-ups

Follow-ups can be exported from one bot and imported into another bot so that the same follow-ups can be used instead of recreating new ones. You may also want to create and verify Follow-ups in your Test environment before importing the same into the production environment.

To export a set of Follow-ups from your bot, follow the below steps:

1. Select Follow-ups that should be exported.

2. Click on the Export, next to Create Follow up and the following screen appears.
   
   

    

3. To export the selected list of Follow-ups, click on export selected. Click on Export All to export all configured Follow-ups from your Tenant.
   
   

    

4. Once the option is selected, the Export process starts as below and a zip file will be created and downloaded. The zip file will contain the below information for the selected Follow-ups

   1. Polling intervals

   2. Integrations and set attributes

   3. Notification schedule

   4. Channel.
      
      

       

5. The downloaded zip file can now be imported into another Tenant using the Export and Import functionality.

Copy a Follow Up

Sometimes, the Administrator might want to create different follow-ups for similar actions with few modifications. In such a case, you may just need to copy an existing follow-up configuration.

There are two ways to Copy a Follow-up,

1. Within a Follow-up

   1. On the Configuration → Follow-ups page, Select the Follow-up that you want to duplicate from the list. You may also search for the required follow-up, by typing the ID or Name in the Search field. 

   2. On the details screen, click on Copy.
      
      

   3. Create the required follow-up, that appears with copied details.

   4. Add the Follow-up Name. You may edit other configurations like Data Extraction, Recipients, Message, Notification Schedule, and Post Followup Actions as required.

   5. Click Save.
      
      

   6. A new Follow-up will be created with the status the same as the source follow-up. The status can be updated as required.

2. On the Follow-up list

   1. On the Follow-up page, hover over the required Action.

   2. A Copy button appears on the record. Click the copy button.
      
      

   3. Create the required Follow-up with copied details.

   4. The Name is kept blank and is not copied. Name the follow-up configuration as required

   5. You may edit other configurations such as Data Extraction, Recipients, Message Notification Schedule, and Post Followup Actions as required.

   6. Click Create to save the new Follow-up.