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Walkthrough: recover a dropped customer follow-up

Set up and run the AI OS loop that catches stale commitments before customers are left waiting.

Use this walkthrough when you want Vertiqa to catch a promised customer follow-up before it disappears into notes, email, or memory.

Real-life example

Jordan at Greenway Facilities asked for an updated quote by Friday. The rep said, "I'll send it tomorrow," but no activity was logged after the promise. Vertiqa should surface that commitment before the customer has to ask again.

Before you start

Confirm that:

  • customer activity and commitments are being captured in Vertiqa,
  • Command Center is available in Full mode,
  • Queue is available in Simple mode for mobile triage,
  • the relevant follow-up loop is active in your workspace (your Vertiqa team configures loops during onboarding).

Start in AI OS Activity & Health

  1. Open AI OS Activity & Health at /ai-os to see your active AI loops, their health, and recent activity in business language.
  2. Confirm the follow-up loop is listed and that its guardrails and usage limits look right for your team. Record-changing actions stay in propose-only mode unless your team has explicitly approved autonomous follow-up.
  3. Check Recent activity in AI OS Activity & Health to confirm the loop is running and producing inspectable history.

Advanced detail: the underlying policies, budgets, schedules, and run history are managed for you by your Vertiqa team in the internal admin surfaces. Most teams never need to open those — the /ai-os overview is the day-to-day starting point.

When matching work appears

When the follow-up loop finds work that needs attention, it lands in your queue. Open Command Center (Full mode) or Queue (Simple mode) to act on it.

What you should expect to see

The queue item should name the customer or commitment. It should explain why the follow-up matters now and show evidence such as the original promise, last activity, due time, or related account.

Common next actions:

  • close the commitment if the work was already done,
  • open the customer record and send or log the follow-up,
  • snooze if the follow-up is valid but not due yet,
  • dismiss if the commitment is no longer relevant.

Failure paths

If no queue item appears, check Recent activity in AI OS Activity & Health first. The run may not have started, may have failed, or may have found no matching work.

If the item has weak evidence, do not act from the queue. Open the source record and verify the timeline.

If the action is blocked by policy, leave it blocked until an admin confirms the action is safe.

If budget is over, reduce schedule frequency or narrow scope before raising the ceiling.

Success criteria

The follow-up is no longer silently open. Either the customer was handled, the commitment was closed, or the item was snoozed or dismissed with an operator decision. The run, action, and audit history remain inspectable.

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