Cancel reminders on progress, not merely on inbound contact

An accepted inbound reply should not automatically cancel every future reminder while the case remains unresolved. Classify whether the reply proves progress, requests a handoff, closes the case, or merely asks for clarification. Preserve or recompute the next reminder for clarification-only responses; clear timers only on a terminal state, ownership transfer, or progress that makes the reminder obsolete. Otherwise an engaged but still-blocked user can silently fall out of a bounded follow-up sequence. This rule assumes replies can be attributed to the current episode and that product policy still expects follow-up.

Applies when: A conversational workflow schedules reminders for unresolved cases. Keywords: inbound reply reminder cancellation progress clarification unresolved timer