Scheduling and Logging Follow-ups

Schedule a follow-up

When you want to set a future reminder for a quote request:

1. Open the quote request (from Quotes → Requests or from the Follow-ups calendar/list).

2. Click Schedule follow-up (or Log follow-up and choose to schedule).

3. Pick the date and time for the follow-up.

4. Optionally add a note (e.g. “Call about revised option B”).

5. Save. The follow-up appears as Scheduled and shows on the Follow-ups calendar and in the request’s timeline.

You can also open the Follow-ups page, click a date on the calendar, and add a follow-up for a quote request from there.

Log a follow-up

When you’ve already done the touchpoint (or tried and couldn’t reach the customer):

1. Open the quote request and click Log follow-up.

2. Set the date/time (usually now or when it happened).

3. Choose the status:

   • Completed — You finished the follow-up (e.g. spoke to the customer).
   • Unable to Reach — You tried but couldn’t get through.

4. Add a note if helpful (e.g. “Left voicemail”, “Customer asked for quote by Friday”).

5. Save. The follow-up is recorded and appears in the timeline.

You can schedule a new follow-up after logging “Unable to Reach” so you don’t forget to try again.

Viewing and editing in the timeline

On the quote request detail, the Follow-ups section shows a timeline of all follow-ups (oldest to newest). Each entry shows the date, status, note, and who created it. From there you can edit or delete follow-ups if your permissions allow.

Caution

Deleting a follow-up removes it from the timeline permanently. If you need a record of the contact, log it as Completed instead.

The Next follow up field on the request is updated when you add or change scheduled follow-ups, so the quote request list and detail always show the next due date.

Follow-up count and score card

The quote request list displays how many follow-ups have been logged for each request. In Quotes → Score card, your team can see metrics such as average number of follow-ups per opportunity or per sale, which helps track follow-up activity.

Frequently asked questions

Can I reschedule a follow-up after setting it?

Yes — open the follow-up from the timeline or calendar and edit the date and time. The status stays “Scheduled” until you log an outcome.

What’s the difference between logging “Completed” and “Unable to reach”?

Both mark the follow-up as resolved, but the outcome label differs in the timeline. Use “Unable to reach” when contact was attempted but not made, and “Completed” when the touchpoint was successful.

Why does my follow-up count look different on the Score card?

The Score card aggregates follow-up counts by the date range and filter settings. Make sure you’re viewing the same period you expect.

Things to check

Scheduled follow-up doesn’t appear on the calendar

Only Scheduled follow-ups show on the calendar. Check the follow-up status and the calendar’s date range.

”Schedule follow-up” option is missing from the request

The request may be Closed or Declined. Check the quote request status — follow-ups can typically only be added to active requests.

Follow-up count on Score card doesn’t match records

Check that you’re filtering by the same date range and lead-technician assignment in both places.