Follow-ups: Awaiting Replies, Nudges & Escalation

The Awaiting replies section on the Inbox header lists every conversation Ventorie is chasing: payment-discrepancy inquiries, freight pickup requests, PO confirmations, and cases waiting on a vendor. Each row shows the counterparty, context (invoice number and amount difference, PO/WRO, or CASE number), a status chip — Nudge N while it's chasing, Needs you once escalated — and the next nudge date. Click Cancel to stop nudging if you've handled it outside Ventorie.

Reminders are sent as replies on the same email thread, from your connected mailbox (Gmail or Outlook). Payment follow-ups and case nudges go every few business days; freight requests nudge every business day (freight is time-critical) and escalate after a few quiet days. All waiting periods count business days only — weekends, your country's public holidays, and your own company holidays are skipped.

Any reply on the thread (or a same-domain email referencing the invoice number) flips the follow-up to responded and notifies you — nudging stops immediately. For payment discrepancies, if the reply explains a short payment, the Inbox proposes accepting the explanation: write off the remainder, close the invoice, and post a QuickBooks credit memo — all on approval.

Out-of-office replies are recognized and do not count as answers. Ventorie pauses nudges until the stated return date, never escalates while the person is away, and notifies you with the return date and any alternate contact the auto-reply named.

After the configured silent period, nudging stops and the follow-up escalates: you get a notification and the row shows Needs you. Configure the cadence and escalation window under Settings → Automation → Timing & calendar ("Follow-up emails every", "Escalate to you after", plus the company-holidays calendar).