Follow-ups

A follow-up is a promise to contact someone again at a specific time. In most businesses those promises live in someone's head, a sticky note, or a calendar reminder that gets dismissed.

Here they're rows with a time, a reason and an owner — and the AI ones dial themselves.

CRM → Follow-ups

AI or manual

Every follow-up is one of two kinds, and the difference is who does the calling:

You can switch a pending follow-up between the two at any time.

Where they come from

Follow-ups are created in four places — not on this page, which is where you manage them:

• From a contact. Open someone in Contacts and schedule one.
• By the agent, mid-call. "Can you call me back on Tuesday?" — the agent schedules it there and then, if you've enabled that in Agents → Actions.
• By an automation. "When a call ends with no answer, schedule a follow-up in two days."
• Through the API.

Managing the list

Three tabs — Pending, Done (which includes failed and cancelled), and All — each with a count. The pending list refreshes itself, so a follow-up that just dialled moves out on its own.

Each row shows the contact, the scheduled time, an AI-or-manual chip, where it came from, and the reason. Click the name to open the contact.

On a pending follow-up you can:

• Edit — reschedule, change the reason, or switch between AI and manual.
• Mark done with an optional note — for one you handled yourself.
• Cancel with a required reason — recorded so your team knows why.

On a completed one you get the outcome inline: whether the call was placed, its duration, quality score, sentiment, the AI summary, and a link to the full call.

What happens when an AI follow-up comes due

1. It's picked up shortly after its scheduled time and handed to the call queue.
2. The queue applies your calling hours, line limits, balance check and retry rules.
3. Answered — the follow-up is marked done, a note is added to the contact's timeline, and the contact's "next follow-up" is cleared.
4. Not answered — retried a couple of times by default, at the gap you configured. If attempts run out, it's marked failed with the reason.

Why one failed

The status only tells you it failed; the reason is in the note. The usual causes:

Practical patterns

• Quotes. When the agent sends a quote, schedule an AI follow-up for three days later with the reason "chase quote". Set the agent's instructions to reference it.
• No-answer recovery. An automation that schedules a follow-up whenever an outbound call goes unanswered turns a single miss into three attempts spread over a week.
• Post-appointment check-ins. A follow-up a week after a booking, asking how it went.
• Escalation. Make it manual when the contact is annoyed, high-value, or needs a real negotiation. The AI is good at routine chasing and bad at rescuing a relationship.

Gotchas

• Only pending follow-ups can be edited. Once the system has picked one up for dialling there's a brief window where the panel can't cancel it. If a dial is already in progress, it finishes.
• A contact's "next follow-up" shows the earliest pending one. Cancelling or completing it recalculates to the next one, or clears it.
• The list shows the most recent 200. Older ones still exist and appear on the contact's timeline.
• Retry behaviour comes from Call queue settings, not from this page. That's where you change how many attempts a follow-up gets.