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The follow-up agent is a woku artificial intelligence agent. When a customer leaves a comment about something to improve in a woku, NPS, CSAT, or CES, the agent writes back to understand what happened: it asks specific questions, receives photos, voice notes, and documents, and gives your team a summary with the evidence. A short comment like “it arrived broken” becomes a complete case: what broke, how it arrived, and what the customer expected, without anyone on your team having to write to them.
The agent is an artificial intelligence. If the customer asks whether it is a person, it answers honestly that it is an artificial intelligence agent of your company that collects the details for the team.

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When it acts

The agent only talks to the customer when the response meets all of these conditions:
  • The comment was classified as Improvement. Recognition comments get no follow-up.
  • The customer is identified and has WhatsApp or email. Anonymous responses get no follow-up.
  • It is an individual response to the tool. Responses inside a Flow get no follow-up.
  • The customer did not opt out of follow-ups.
The agent is enabled per company. Contact the woku team to enable it for yours.

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Where it talks

The agent writes where your customer already is:
  • If they answered the survey on WhatsApp, the agent continues in that same chat, right after the survey, without sending a new template. The survey and the follow-up become one conversation.
  • If they answered on the web, API, email, or a QR code, the agent writes from the follow-up WhatsApp number or by email.
On WhatsApp, the agent only writes inside the 24-hour window Meta allows after the customer’s last message.

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How it talks

  • It asks one specific question at a time about what the customer said.
  • It never asks for data your company already has or for what the customer already said, such as dates, order number, or the product they bought.
  • It closes once it has what it needs. If the comment already explained everything, the first message can be the close.
  • If the customer does not want to continue, it closes the conversation respectfully, without insisting.
  • It never promises refunds, discounts, or actions, and never says something was already solved. It only gathers information for your team.
  • If the customer does not reply, it sends one reminder at most and then closes for inactivity.
A “thanks” or “ok” after the close does not reopen the conversation.

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Photos, voice notes, and documents

The customer can reply with text, photos, voice notes, and documents (for example PDF, Word, Excel, or presentations), on WhatsApp or by email. The agent reads them and never asks again what they already show. Videos are not supported: if the customer sends one, the agent asks them to describe in writing what it shows. Each file is stored privately with a stable label in the conversation, for example File 2. It can only be opened from the woku admin, signed in to the company.

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The summary for your team

When the conversation ends with answers from the customer, the agent writes a summary with:
  • An executive summary of what the follow-up added.
  • Action items, topics, and sentiment.
  • Citations to the files that support each statement, for example “(File 1)”.
That summary reaches where your team works:
  • Support tickets: if the response created a ticket, the summary and the files are added to the ticket.
  • Action plans: follow-up summaries are used as context when plans are generated, without changing their metrics.

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Where to see the conversations

In the admin, responses with a follow-up show the AI Agent button in each tool’s response list. There you see the whole conversation, the survey before it, the files with their preview, and the summary. The same conversation opens from the ticket detail and from the evidence of action plans.

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The customer’s email

When the agent continues the survey chat on WhatsApp, it does not ask for the email at the start, so it does not interrupt what matters. If the customer has no email on file, the agent asks for it at the end, once and as an option. If the customer replies with their email, it is saved to their record.

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For developers

Conversations can be read through the API with GET /v1/follow-ups/:id, the JavaScript and Python SDKs, and MCP with get_follow_up. The details are in the API guide.