Follow-ups, tasks and appointments
The three ways work gets scheduled, and which to use when.
Open leads nobody has touched. Ranked by score, so the most convertible stale lead surfaces first.
A follow-up somebody committed to and did not make. It goes back to the top of the queue, not into a report.
The most expensive failure in the list — a lead the scorer rates highly that no agent has dialled.
Per source and per centre. A lead that waited longer than you promised is flagged against the rule it broke.
Deliberately held leads wake themselves back up on their own date. Parking is not a place leads go to die.
Detected and re-distributed. A lead with no owner is a lead with nobody accountable for calling it.
Three different objects, and people conflate them. Here is the distinction.
| Object | Use when | Appears in |
|---|---|---|
| Callback | You promised to call this person at a specific time | Callback queue |
| Task | Something needs doing that is not a call | Tasks |
| Appointment | You and the customer have agreed to meet | Appointments, calendar |
Callbacks
The most important of the three, because a missed callback is a lost deal roughly as often as it is a rescheduled one.
Book one from any lead, or automatically by moving a lead to a stage with Requires callback set.
They appear in the Callbacks queue ordered by due time, with overdue ones first and a badge in the sidebar.
States
- Pending — scheduled, not yet due or not yet actioned
- Completed — the call happened
- Missed — the slot passed with no call
- Rescheduled — moved to a new time, linked to the new callback
Follow-up adherence is completed ÷ (completed + missed). Rescheduled callbacks do not count against it, which is deliberate — moving a commitment honestly is not the same as dropping it.
Tasks
For work that is not a phone call: send a quote, collect a document, update a record, chase internally.
A task has a title, a due date, an assignee and a type. Overdue tasks surface on the dashboard.
Tasks can be created by automation, which is how "when a lead reaches Qualified, create a task to send the proposal" works. See Automation workflows.
Appointments
A meeting — a site visit, a demo, a consultation.
Appointments carry a start time, duration, location and a host. Their state tracks what actually happened:
- Scheduled
- Confirmed
- Attended
- No show
- Cancelled
The gap between booked and attended is your show rate, and it is one of the more revealing numbers in the product. A high booking rate with a poor show rate usually means appointments are being booked to end a call rather than because the customer intends to come.
Reminders
Appointment reminders can go out by WhatsApp or email at a configurable interval before the start time. Set this up in Settings → Lead Workflow.
SLA timers
Separately from all three, leads carry a first-response SLA. Set first_response_sla_minutes in Settings → Lead Workflow and every new lead starts a timer.
If nobody touches the lead before it expires, the breach is recorded and the owner is notified — at the time, not in a monthly report when it is too late to do anything.
Set to 0 to disable. It is off by default, because an SLA nobody agreed to just generates noise.
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