In a COD business, a failed delivery attempt is not the end of the sale β most of the time the customer simply didn't answer, wasn't home, or is waiting on something from you. The Follow-up Center is eGrow's recovery workspace for exactly these orders: it serves them to your agent one at a time, with a guided call flow, WhatsApp templates, and automatic scheduling of the next attempt. Open it at https://v2.egrow.com/centers/followup. For where it sits among the other centers, see The Order Centers, Explained.
Before you begin
- A microphone or headset with browser microphone permission allowed β follow-up calls are recorded through the agent's mic.
- A connected WhatsApp number with at least one approved template, if you want to use the WhatsApp message step.
- Familiarity with making calls in eGrow and with how the Confirmation Center works β the Follow-up Center reuses the same call-center ideas one step later in the order's life.
What lands in the queue
The banner at the top of the page shows the global stage this center handles: Failed Delivery. Every order whose parcel went out but didn't reach the customer β no answer at the door, unreachable phone, a pending payment or reply β flows into this queue so someone chases it before it quietly becomes a return. You can additionally narrow the queue to specific pipelines in the center's settings (see below), which is useful when several teams share the same account.
eGrow decides which order you see next: the queue is served by the call scheduler, which respects the waiting times you configure so the same customer is never redialed back-to-back. You can also jump ahead at any time with the Next Order button (the skip-forward icon at the top right of the page).
Note: the Follow-up Center has a sister center. Follow-up tries to rescue the delivery to the same customer; the Relaunch Center takes the opposite path and redirects the failed parcel to a new customer who ordered the same products. Together they are your two ways out of Failed Delivery.
The scoreboard
Four stat cards keep the team on pace all day:
- Total Calls β calls made today, with yesterday, 7-day, and 30-day totals underneath.
- Pending β how many orders are still waiting in the queue.
- Confirmed β calls that ended with the customer confirming, today and per period.
- Failed β calls that ended badly, today and per period.
Reading the order card
The left two-thirds of the screen is everything you need to know before you dial:
- Customer hero β avatar (with a red blocked marker if the customer is blocked), name, a badge with how many orders they've placed before, the order number, a colored pill showing its current pipeline stage, and the order date.
- Contact shortcuts β a row of five buttons: Call (opens your phone dialer), WhatsApp Call (an in-app voice call through your connected WhatsApp number β if you have several numbers, a picker asks which one to use), Inbox (opens the customer's conversation in a new tab), WhatsApp (opens a wa.me chat), and Email. Any button whose contact detail is missing is simply disabled.
- Products β a read-only list of the items with image, variant, price, and quantity.
- Customer & Delivery β email, phone, and address on one side; order total, payment method and status, and tracking number on the other.
- Pipeline β the order's stage, which you can also move manually from here.
- Customer Lifetime β four tiles (total orders, % confirmed, % delivered, % returned) plus a colored risk label. The Check Customer button queries the blacklists of your connected carrier integrations and shows each carrier's verdict β a customer with a history of refusing parcels deserves a different conversation.
- Tracking Information β if the order has a tracking number and a carrier connection, a timeline of the parcel's tracking events, so you know exactly what the carrier says happened.
- Activity Log β the full recovery history of this order: every call made, WhatsApp sent, outcome recorded, and note added, by whom and when. Type in the box at the top to leave a note for the next agent.
Note: the customer's phone number is displayed masked (**** **** ****) until you actually start the call. Agents work the order the queue serves them instead of cherry-picking numbers.
The guided call flow
The right-hand Recovery Actions panel (it stays pinned as you scroll) walks the agent through three steps.
Step 1 β Call
Press Start Call. eGrow asks for microphone permission, then shows the customer's name, phone, and order with a red Live badge and a running recording timer. When you're done, press Hang Up β the recording is saved automatically to the order's call history, and the step shows the call duration with a Call Again button in case you need a second attempt. If the microphone is blocked, missing, or unsupported, a help panel explains how to fix it in the browser, with a Try Again button.
Step 2 β WhatsApp Message
Couldn't reach them, or want to leave written confirmation? Pick a connection (which WhatsApp number to send from), then Choose Template β a searchable gallery of your approved WhatsApp templates. If the template has variables, eGrow pre-fills {{1}} with the customer's name and {{2}} with the order number, shows you a live preview, and lets you edit any value before pressing Send WhatsApp.
Step 3 β Set Outcome
The moment you hang up, the outcome step appears. Pick one of three buttons, write a short note (required β the next agent depends on it), and save:
- Confirmed β the customer agreed; eGrow schedules an automatic re-check after the Confirmed Waiting Time from your settings, to verify the delivery really happened this time.
- Cancelled β the customer is out; the order leaves the recovery loop.
- Unreachable β no answer; the order is re-queued for another attempt after the Unreachable Waiting Time.
Saving the outcome logs it in the Activity Log, resets the panel, and automatically loads the next order β the agent never has to hunt for work.
Tip: if an order has no phone number at all, the panel replaces the call flow with a red No phone number notice and a Skip to Next Order button, which logs the order as unreachable with the note "Skipped β no phone number".
Call history and recordings
Below the actions panel, Call History lists every previous call on this order: the agent, the outcome (color-coded), the time, and a full audio player for each recording β play, seek, skip Β±10 seconds, and playback speed from 0.5Γ to 2Γ. Managers use it for coaching; agents use it to hear what was already promised. Remember the recording captures the agent's side of the call through the computer microphone.
Configuring the center
Open Settings → Follow-up Center Settings:
- Number of Retries β how many attempts before giving up on an order.
- Unreachable Waiting Time (min) β the pause before an unreachable customer is served again.
- Confirmed Waiting Time (min) β how long after a "confirmed" outcome eGrow waits before re-checking the order.
- Failed Stage β the pipeline stage orders are moved to once all retries are exhausted, so dead orders never clog the queue.
- Pipelines β restrict the queue to specific pipelines.
Where orders go next
A rescued order rejoins the normal flow toward delivery and payout. An order that can't be rescued goes to your configured Failed Stage β and if the parcel itself is still with the carrier, consider relaunching it to a new customer instead of writing the shipment off. For the map of the whole journey, see The Order Centers, Explained.