What It Does
The customer follow-up loop:- Receives engineering questions from Slack or Linear/Jira comments
- Decides whether the question should go to the customer, support owner, or an internal lookup
- Rewrites technical questions into customer-friendly language
- Posts the question to the original support ticket or customer channel
- Waits for the customer’s answer
- Summarizes the answer for engineering
- Updates the issue and Slack thread
- Detects issue completion and drafts the final customer update
- Records whether the customer conversation should stay open, pause, or close
Recommended Components
| Need | Duckie component |
|---|---|
| Route questions back to customers | Customer follow-up workflow |
| Draft customer-safe language | Autonomous communication agent |
| Update original ticket | Ticketing or messaging app tools |
| Sync answers to engineering | Linear, Jira, and Slack tools |
| Detect issue completion | Issue update deployment or custom webhook |
| Final response gating | Workflow branch and optional human review |
Question Loop
Resolution Loop
Customer-Facing Outcomes
| Outcome | Customer follow-up |
|---|---|
| Fix shipped | Explain the fix, when it shipped, and any action the customer needs to take. |
| Workaround available | Share the workaround and keep the engineering issue linked internally. |
| Duplicate of known issue | Acknowledge the report and explain that the team is tracking it under an existing issue. |
| Cannot reproduce | Ask for the smallest missing detail, or explain what was tested if no further action is possible. |
| Not planned | Route to human review before sending a customer-facing response. |
| Needs customer confirmation | Ask the customer to confirm whether the issue is resolved on their side. |
Response Guidelines
Customer updates should:- Use the original support ticket or customer channel
- Avoid exposing internal issue tracker details that customers should not see
- Explain the state in plain language
- Include any workaround or requested next step
- Avoid promising ship dates unless approved
- Link internally to the engineering issue and Duckie run
- Preserve the support team’s tone and escalation policy
Related Docs
Ticketing Integrations
Connect the original customer conversation.
Guidelines
Control customer-facing tone and response rules.
Guardrails
Gate sensitive customer communication.
Deployment Modes
Test customer follow-up before going live.