Contact follow-ups
Follow-ups are how you convert call outcomes into real work: next calls, reminders, or automation steps.
At a glance
- Follow-ups appear on the contact detail page.
- Operators can schedule follow-ups from the contact.
- Follow-ups have lifecycle statuses (scheduled, queued, in progress, completed, failed, etc.).
How to schedule a follow-up (step-by-step)
- Open the contact detail page.
- In the Follow-ups section, click Schedule (or equivalent action).
- Choose:
- follow-up type (call, sms, webhook)
- scheduled time
- agent (or inherit/default)
- priority
- max attempts
- notes
- If needed, enable Allow out-of-window (customer override).
- Save.
Watch out: out-of-window overrides should be rare
Overrides are for exceptional cases where customer context demands it. If you need overrides frequently, fix scheduling rules instead.
How to read follow-up status
At a minimum, operators should understand these categories:
- Not started yet (scheduled/queued)
- In progress
- Done (completed)
- Needs attention (failed/expired)
When to use follow-ups vs a campaign
Use follow-ups when:
- the next action is for a specific contact
- the logic is outcome-driven (after a call)
- you want controlled timing
Use a campaign when:
- you need bulk outreach
- the logic is the same for a list/segment
Next: connect follow-ups to campaigns
Make sure your campaign outcomes and follow-up workflows match your real operational capacity.