How the Follow-Up System Works
Automate re-engagement outreach to customers who haven't ordered recently using Caska's built-in follow-up email sequences.
The Follow-Up module automates outreach to customers who haven't ordered in a while. It sends a sequence of reminder emails on a schedule you define — so staying in front of your accounts doesn't rely on memory.
The concept
Each customer has a re-engagement date — calculated from their last order. When that date passes, Caska queues a follow-up email and continues sending on your defined schedule until the customer re-orders or you manually reset them.
Setting up the system
Go to Settings → Communication
Find the Communication section in your account settings.
Configure re-engagement settings
- Days since last order before the first follow-up triggers
- Follow-up intervals — e.g. first email at 30 days, second at 60, third at 90
- Email subject and body for each follow-up in the sequence
Confirm your SMTP is configured
You need outgoing email configured under Settings → Communication for emails to send. See Communication Settings.
Save
The system activates and begins monitoring customer order dates.
The Follow-Up dashboard
The Follow-Up section in the navigation (Owners and Admins only) shows:
- Customers currently in the re-engagement queue
- Which follow-up number each customer is on
- When their next email is scheduled
From here you can manually remove customers from the queue or mark them as re-engaged.
Opting customers out
Exclude a customer from follow-up emails by removing them from the queue in the Follow-Up dashboard or by updating their engagement status to an excluded status.
Re-engagement emails are sent via Caska's system email (Mailgun), not your custom SMTP — even if you've configured a custom sending address. This ensures reliable delivery for automated sequences.
Get Involved
Last updated today
Built with Documentation.AI