Follow-ups help

What a follow-up represents

A follow-up is a scheduled next action attached to a lead. Its own due date, assigned member and notes make responsibility explicit. Scheduling a follow-up does not itself send a message to the customer.

Creating a follow-up

1. Open Follow-ups and choose Add follow-up, or choose Schedule follow-up from a permitted lead.
2. In Select Lead, search by name, company, phone or email and select the correct record.
3. Choose the pending Follow-up status offered by your business. Set Due date & time.
4. Choose Assigned member from the lead manager’s team. If unavailable, set the Lead Manager on the lead first.
5. Enter Notes / context with a clear action, then choose Create follow-up. Wait for success feedback and check the refreshed queue.

Statuses and date-based queues

Pending, completed and cancelled are lifecycle states. Due Today and missed are effective date-based groupings. Business-configured display labels can vary. Today’s elapsed due time does not automatically become yesterday’s missed queue; review the exact date rather than treating the labels as interchangeable.

Completing a follow-up

1. Open the task or lead follow-up history and choose Complete after doing the action.
2. Add a useful completion note if the dialog offers one.
3. Wait for success feedback. Check Completed or the lead’s history to verify the result.
4. If another action is needed, schedule it separately. Completion is not an automatic recurring-task setup.

Rescheduling and editing

Use Cancel when the action is no longer needed. Do not mark an abandoned action complete simply to clear an overdue count.

1. Choose Reschedule or Reschedule / edit on the task.
2. Check the due date, assigned member, status and notes. Set the new due point deliberately.
3. Save and inspect the refreshed queue. A date change can move the task to another tab.

Who can schedule and change a follow-up

Owner, Manager and Sales members can create follow-ups within their permitted work. Owner/Manager can modify allowed tasks; Sales can modify tasks assigned to them. Viewer cannot create or modify follow-ups.

Available lead and assignee choices remain business- and permission-scoped. If you can see a lead but cannot assign a particular person, check the lead manager’s team before escalating.

Using the list and filters

Use All, Due Today, Pending / Upcoming, Missed / Overdue, Completed and Cancelled to separate work by timing and outcome. Search and filters further narrow the list, and list/table views present the same tasks.

• All: newest created first, with Created date/time visible.
• Due Today: due time ascending. Pending / Upcoming: nearest due first.
• Missed / Overdue: oldest overdue due point first.
• Completed: most recently completed first.

Follow-ups from a lead

Lead Detail shows the follow-up history for one record. Use it to understand previous actions before scheduling another task. The lead summary shows the next follow-up; completed and cancelled history remains separate from active next work.

An archived lead is excluded from the active Follow-ups list. Check lead archive state when a task appears to have disappeared.

Reviewing missed work and Recovery

1. Start with Missed / Overdue and review the oldest useful actions.
2. Open the lead for context, then complete actual work, reschedule an achievable action or cancel a task that is no longer relevant.
3. Use Recovery to review risk reasons and suggested actions for neglected leads; inspect the record before changing its outcome.