Sheets · 17 / 20
NDR / RTO follow-up automation
A failed delivery gets an auto-follow-up on the right channel, and auto-escalates after three tries.
What actually changes
Stop failed deliveries sitting untouched until someone remembers to chase the customer.
An order that failed delivery sits in limbo because following up depends on someone remembering to reach out.
See the right follow-up message picked automatically based on the specific NDR reason
Track every follow-up attempt per order instead of losing count
Catch orders auto-flagged for RTO after three tries instead of letting them drift indefinitely
What was built
A follow-up queue that picks the right message per NDR reason, tracks attempts, and auto-flags RTO after three.
Result
3
attempts before auto-RTO
The mechanics
How this actually runs, step by step.
- 1Every failed-delivery (NDR) event lands in one queue with its reason and attempt count.
- 2The reason maps to a specific channel and message — an unreachable number gets an email, not another call.
- 3Sending a follow-up increments the attempt count and logs it against the order.
- 4Three follow-ups with no resolution auto-flags the order for RTO, so it stops sitting in limbo.
Apps ScriptSMS/WhatsAppAuto-escalation