General settings: follow-ups, checkout links and hand-offs
The General settings step controls when follow-ups start, which checkout link the agent sends, and when your team gets pulled in.
Last reviewed November 7, 2026
Find the step
General settings is under Advanced in the setup sidebar. Changes reach shoppers when you publish.
A new campaign cannot publish until this step has an address under Send hand-off emails to, or the Email switch under Hand-off channels is off. Email is on by default and the address starts empty.
Follow-ups
These switches decide what happens when a reply is sorted as positive, undecided or negative. You write the sequences themselves on the Follow-ups step.
| Switch | Default | When on | When off |
|---|---|---|---|
| After a positive reply | On | The positive follow-up sequence replaces the rest of the outreach. | The run ends. |
| When a shopper is undecided | On | The undecided follow-up sequence replaces the rest of the outreach. | The main sequence carries on. |
| After a negative reply | Off | The negative follow-up sequence replaces the rest of the outreach. | The run ends. |
Links the agent sends
- Send the checkout link after calls (on by default) tells the agent in its brief that it can send the link. On a call the agent sends it by text, to the shopper's phone number; email is not available during a call. Switching this off removes that line from the brief, but the agent can still text the link if a shopper asks.
- Link source is Dynamic by default: each shopper gets their own checkout link, from Shopify or from
cart_linkon the Custom API. Static sends one address to everyone, and you have to give that address. A shopper with no link gets the message without one. - Link parameters are added to every link. The default is
utm_source=growthdept_acr&utm_medium=ai_outreach&utm_campaign=abandoned_checkout. A parameter already on the link keeps its value. - Shorten links in messages (on by default) sends links as short acr.growthdept.ai addresses, which is how ACR counts clicks in texts.
Checkout links has more on each of these.
When your team gets involved
- Tell my team after a positive reply (off by default) sends a notice and lets the run continue, so a person can follow up alongside the agent.
- Hand off sensitive requests to a person (on by default) stops outreach to that shopper and tells your team why, whenever a request you selected comes up.
Six requests start selected: Billing and payments, An existing order, Returns and refunds, A complaint, Privacy or data requests, and Asks to speak with a person. You can also select Pricing or a bulk order, Product questions the agent cannot answer, A problem with the website or checkout, and Legal or compliance questions. Other requests takes up to 20 situations in your own words. Hand-offs covers what your team does next.
Hand-off channels
A notice names the shopper and gives their email and phone, the reason in a sentence, the agent's note, the latest message with the agent's summary, and a link to the hand-off, so your team can follow up from the notice itself. Every hand-off also appears on the Hand-offs page.
- Email goes to Send hand-off emails to, with up to 10 addresses under Also copy. Under Send from, Growth Dept ACR (the default) sends from notifications@acr.growthdept.ai with replies going to your brand's support email, and Your connected mailbox sends from a mailbox you connected. See hand-off emails.
- Slack is off by default. Paste an incoming webhook URL to post notices to a channel. See Slack hand-offs.