Set up a custom Follow-up Process on Cases with Flow

Starting in version 6.26, we have introduced the Follow-Up Process right in the Case Flags Setup. You can build your own customized follow-up process in a few steps, without local automation. Steps can be found in our documentation (https://support.vicasso.com/s/documentation/a1L6S00000EZBD6UAP).

  • Oct 30, 2025
  • Knowledge

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https://kb.vicasso.com/?kb=000005222
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If you want to manually create a process using Flow, follow the instructions below.

With Case Flags, Support Teams may want to improve functionality by creating a Follow-up Process on Cases to ensure that Support Agents follow up with clients in a timely manner.

Once an Agent replies to the client, they populate the Follow-Up On field with the date and time they need to follow up again in case there is no response. When that date and time come along, the Flow will clear the value in the Follow-Up On field and reset the flag on the Case.

The Next Steps field should be used by the Agent as an aid in reminding them what the Case is waiting on and should be populated by them as they see fit.

Please note that this article is provided as-is. Local automation falls outside the scope of Vicasso's App Support.

First, create 2 fields on the Case Object. They should be added to the Case Page Layout and visible to your Support Agents.

Follow-up On: 
Date/Time field that will store the value of when the Support Agent needs to follow up with the client.
follow up on field.png

Next Steps: 
Text field aimed for the Support Agent to fill out with quick notes about the status of the Case, such as: 'Waiting on client response.'; 'Chattered Developers for more information.'; 'Waiting on Salesforce Support.', etc.

next steps field.png

After that, create a Flow on the Case Object.

Navigate to Setup, Flows, and click on New Flow.

Select a Record-Triggered Flow and click on Create.

Create the Flow on the Case object, triggered on created or updated, checking that the 'Follow-Up On' field is populated.
image.png

Click on + Add Scheduled Paths (Optional).
add scheduled path.png




Configure the new Scheduled Path to run as follows:
image.png

Click on the + button for the new scheduled path and add an Update Records element to the Flow.

update records.png


Set the Time Source to the 'Follow-Up On' field with no Offset.

image.png

On the Scheduled Path for the Follow-Up Date field, add an Update Records element targeting "the case record that triggered the flow". Add a condition that the Case Flag Date/Time field isn't already set, to prevent resetting an existing flag, and set the Case Flag Date/Time field to the Flow > Current Date/Time resource and create a Null Date constant to set Follow Up On field to a blank value (see below):

image.png

Save the Flow and activate it!

Please note that this article is provided as-is. Local automation falls outside the scope of Vicasso's App Support. For help with Case Flags, please open a support Case by emailing caseflags@vicasso.com

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Set up a custom Follow-up Process on Cases with Flow
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