Post-Contact Actions

After handling a contact, you may need to create a type of follow-up action, such as scheduling a callback or creating a task.

Create Tasks with the Natural Language Processor

The natural language processor (NLP) recognizes common notes that an agent might type, such as "follow up in two weeks" or "call tomorrow", and adds a task to your calendar with the noted information. In a contact's Notes section, type any of the following action phrases:

  • Call
  • Follow Up
  • FU (follow up)
  • CB (call back)
  • Task
  • Remind me to call
  • Remind
  • Remind me
  • Retry
  • Try again

Be sure to include a time reference in the note. This could be a specific date, a day of the week, or a general time in the future. Here are some examples of notes that would add a task to your schedule: "Remind me tomorrow", "Follow up on Friday", "CB beginning of next week", or "Try again 06/10/29". You can open the calendar by clicking the calendar icon in the corner of the Notes section to verify that the task was added.

@Mention Other Users

In addition to creating a task, you can also send a copy of the notes entered by mentioning another user using the @ symbol before the user's name. For example, Dr. Watson scheduled an appointment to follow up with a potentially career-altering murder mystery, and he wanted to let Sherlock Holmes know. Watson could type the following in the Notes section of the record: Contact sighted Professor Moriarty in the adjacent building which is allegedly abandoned. FU tomorrow @Sherlock Holmes.

Schedule Callbacks

If you need to follow up with a contact at a later date, you can schedule a callback that either adds a task to your schedule, or puts the callback in the queue for a specific skill.

  1. Click the orange schedule icon in the bottom left corner of the Agent window.
  2. Click Schedule Callback.
  3. Select the record for the contact that needs to be called back.
  4. Select Me to assign the callback to yourself, or select Skill to put the callback in a queue at the scheduled time so that any agent (with the chosen skill assigned) can handle the callback.
  5. If you selected Skill, choose the relevant skill from the Select Skill drop-down.
  6. Set a date and time.
  7. Add any relevant notes or comments.
  8. Click Schedule.