Follow-Ups

How to use this page

1. 1

   Choose the work queue

   Use the family tabs to open Potential, Confirmation, Reschedule, Asked for Info, Referral, Callback, or Done when those families are available for the selected client. On internal boards, All combines the visible families into a compact read-only overview and directs you to a focused tab before calling or updating a follow-up. On an enabled internal reminder pilot, Reminders collects paused Potential, Asked for Info, and Reschedule work for review and reminder management. Confirmation contains only active Meeting Set and Meeting Rescheduled records with a scheduled time. Cancelled, held, completed, qualified, blacklisted, unresponsive, unqualified, and other closed outcomes stay out even when historical meeting fields remain. In the SalesHive Testing validation only, authorized employees also see a separate editable Referral research panel in Referrals and research and All. Live-client and client-user workflows are unchanged. Referral includes eligible prospects with a referral source who are still Uncontacted or Attempting. Authorized staff can record that source with Referred by on Contact Detail; changing the person's status to Referral is not the way to add them to this queue.

2. 2

   Review an unavailable confirmation call

   Due confirmations stay visible for review when calling is unavailable. Read the explanation beneath the row: the client may have paused outreach, Calls may be off, a phone number may be missing, or no eligible campaign enrollment may exist. Blocked rows cannot be selected or called and are excluded from Call selected. Ask your manager to review the cause; appearing in the queue does not make the contact callable.

3. 3

   Keep grouped views focused

   In All and Reminders, SalesHive shows only follow-up families that contain at least one matching row after all active filters are applied. An empty Potential family is omitted from these grouped views. Open the direct Potential tab to see its empty state when no Potential work remains.

4. 4

   Narrow and order the rows

   On an internal board, use search, Campaign, Set By, timing, Last Outreach, and property filters to find the right work. Where the priority pilot is active, use All priority states, Needs attention, Worked, needs next step, Scheduled, or Not scheduled to narrow Pending. Pending rows can be sorted by current order, prospect, company, follow-up date, Last Outreach, campaign, or Set By. Referral Set By values come only from exact same-client referral disposition and active dial-session evidence. Missing or conflicting evidence stays Not recorded. Export CSV follows the active filters and includes the recovered referral attribution when available. On Potential and Asked for Info, open Filters to find Outreach recency. Choose all outreach, outreach in the last five business days, older outreach, or no recorded outreach. The choice applies immediately to the current tab once evidence has loaded. Refresh and Back keep your search, filters and sort for this client; opening Follow-Ups from the sidebar clears them.

5. 5

   Read Asked for Info evidence labels

   Internal Asked for Info rows can show Engaged follow-up, Information only or Needs review with a short reason. A recorded information request alone is Information only. Engaged follow-up requires a verified interested outcome, or a callback with a current follow-up date, after the latest Asked for Info status change. Status alone, missing or conflicting history, and unsupported next steps stay Needs review. Read the conversation and check what was requested and sent. Information only does not mean no interest. These labels are review aids. They do not change status, dates, reminders, priority, calling eligibility or ownership. Keep existing callback and reply dates. Client views and Calendar retain their established presentation.

6. 6

   Read Confirmation actions cleanly

   In the Action column, a longer Confirmation label such as 24H CONFIRMATION wraps inside its pill when needed. The label remains centered within the assigned Action track, so it does not collide with or cover the adjacent Follow-Up Date.

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   Use the Overdue timing filter

   On internal boards while the priority rollout is active, ordinary date-based work stays out of Overdue only when a recent provider-backed call belongs to that exact open action and occurred on the previous local calendar day or later relative to its current date-only due date. Where email evidence is enabled, a verified human SDR Inbox reply can also qualify for Potential and Asked for Info under the current-date rules. Generic email, unrelated calls, and unavailable evidence do not qualify. An unanswered prospect reply takes priority over worked credit. Timed promises and confirmations retain their urgency until their workflow resolves them. If priority is disabled for the board, the existing recent outbound call or confirmed sent-email rule applies. Use All Timing to review open work. Its saved date is unchanged, and it can return to Overdue when the five-business-day window expires.

8. 8

   Use priority as a review aid

   On enabled internal boards, Worked, needs next step means a qualifying provider-backed call was made on the local calendar day before the current date-only due date or later, or at or after the promised time for a timed callback and falls within the latest five SalesHive business days. The work stays open. Needs attention means due work lacks that evidence. Scheduled means not yet due, including date-only work due today without a qualifying attempt. Not scheduled means no valid date is saved. Use the Priority filter and counts. Qualifying attempts show the call date, result, and needs next step; hover for time and caller when recorded. A callback completed because the prospect was reached another way (for example Reached by email or Prospect called us) also counts as a follow-up attempt on that prospect's other open work, except Confirmation, and shows the outcome with callback completed.

9. 9

   Review activity before pausing

   On an enabled internal pilot board, open a focused Potential, Asked for Info, or Reschedule tab and expand the row. Wait for Activity Notes to load, then review the latest calls, emails, notes, and reminder history. The pause controls appear below that loaded history so the reminder decision follows the available context instead of competing with the row's primary Call action.

10. 10

    Pause work with a reminder

    Below the loaded Activity Notes, select Remind Me. Choose 30, 60, or 90 days, or enter another future date up to 90 days away, add a required reason, and select Set Reminder. The chosen preset stays highlighted, and assistive technology announces the same selected state. The contact stays in the same workflow, its Follow-Up Date moves to the reminder date, and it leaves the active family queue until that date. The active Reminder set badge remains visible on the row with the date and reason.

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    Review or change paused work

    Open Reminders to review all currently paused eligible work. This queue is read-only for normal calling, selection, dates, notes, completion, and closure. Expand a row, wait for Activity Notes, then use Change Reminder or Cancel Reminder below the loaded history. Changing a reminder replaces its date or reason without losing the original pre-reminder date. Cancelling restores that original date after confirmation. Created, changed, and cancelled reminder events and their reasons remain in Activity Notes. All also keeps paused rows visible, and the supported Calendar presentation labels reminder-backed actions as Reminder set. Active family counts exclude currently paused work, Reminders counts only eligible paused work, and All includes both under the current filters. Confirmation, Referral, and Callback do not appear as reminder work. On the saved date, the reminder stops pausing the item; its current eligibility and filters still determine whether it appears.

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    Wait for Last Outreach evidence

    The work queue appears before the separate Last Outreach read finishes. Loading means the call and email evidence is still arriving. Outreach recency and Last Outreach sorting stay unavailable until that read completes, so the page does not mistake missing evidence for No outreach. Unavailable means the evidence could not be loaded for this visit, but the core follow-up rows remain available for review.

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    Set the next follow-up date

    In a direct Potential, Asked for Info, or Reschedule tab, select the current Follow-Up Date to open the calendar, then choose a preset or day. The calendar remains fully visible above the surrounding follow-up rows and repositions within the browser window when space is tight. You can clear an optional date. The page saves an actual change with the previous value, new value, actor, and family source. All and Reminders remain read-only for direct date editing, Callback task dates stay in their separate task workflow, a Bad timing or Out of office date in Callback can be moved but not cleared, and client sessions do not receive these editors. The Email Responder and After Conversation Agent can fill an empty follow-up date, but cannot replace or clear a saved one. Agent emails also leave the saved date in place. Review any new timing request yourself using the available date control.

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    Select eligible Potential work

    In the focused lightweight Potential view, use the visible selection summary and row checkboxes to select eligible prospects. Select all includes only currently selectable rows. The bulk bar groups callable prospects by campaign, and each campaign button opens the matching Dialer group. All and Reminders stay read-only and show no selection controls.

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    Call several Bad timing or Out of office callbacks

    In the Callback tab, tick Bad timing and Out of office rows, or use Select all visible, which picks only rows that can be called now. The bar shows how many are selected and callable, with one Call <campaign> (n) button per campaign that opens that campaign's Dialer with those prospects. Clear empties the selection. Call Back Later rows show a greyed-out checkbox and keep their own Call button, because each call closes exactly one callback task. A row that cannot be called right now has a disabled checkbox; hover it for the reason. All stays read-only.

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    Check calling eligibility

    Potential and Asked for Info rows remain visible when calling is blocked, but Call and selection are disabled and the exact reason is shown. Current status, contact or domain blocks, booked or qualified company rules, the client working that company in its own pipeline, another SDR's active session, and campaign availability are checked before the Dialer opens. A blocked reason appears only when the row is actually unavailable. When the shared eligibility check marks the row callable, the page keeps Call and selection active and hides stale or Calendar-only warning copy. In the revised internal All overview, a blocked-call explanation sits on its own line below the row so Action, Follow-Up Date, Last Outreach, Campaign, and Set By stay aligned. Use the focused family tab for available actions.

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    Review Activity Notes and add context

    Expand a focused Potential, Confirmation, Reschedule, Asked for Info, Referral, or Callback row to review Activity Notes. The timeline includes the latest calls, valid sent campaign, responder, and Inbox emails, saved notes, follow-up-date updates, and reminder events linked to that exact contact in the selected client. Loading and empty states use sent emails as the inclusive label for these outbound messages. Email entries are labeled Sent email, and synchronized duplicates appear once. Use the Reminders filter to isolate reminder events where available. Internal users can enter a contact note under Add Note and select Save note. After a successful save, the timeline refreshes immediately. Client sessions, All, and Reminders remain read-only for note entry.

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    Call or complete the follow-up

    Use Call from a focused queue to open the campaign Dialer. The Dialer returns to the originating Follow-Ups tab with server-fresh dates and completion state. On a Callback row, Call is the path for completing that exact action after a finalized outbound attempt. To close a callback without a call, use Remove Callback (see Remove a Callback and record what happened). Callbacks due by the end of today also complete on their own when the prospect is reached: a connected outbound call by the SDR (not a hang-up), an answered inbound call from the prospect, or a real email reply. A callback set for a later date stays open. An inbound callback stays open after a return call that does not reach the caller, and closes after any other result from the assigned SDR's call to that contact on any of their numbers. For a verified direct Follow-Ups call, saving No Answer moves due Asked for Info work or the exact called Callback seven calendar days after the call. An SDR-selected date wins, an already-future Asked for Info date stays unchanged, and other callbacks for that contact due any time on the call's local day move to the same day.

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    Remove a prospect from active Follow-Ups

    On supported internal accounts, open a focused Potential, Asked for Info or Referral tab. Each row's button is named for its tab: Remove Potential, Remove Asked for Info or Remove Referral. The first click only opens the row so you can review Activity Notes; it changes nothing. With the row open, the same button turns red. Select it again and read the confirmation, which uses the same name. Keep Active cancels. Confirming marks the prospect Unresponsive, clears its follow-up date and closes open Callbacks for that contact. The contact and decision history remain. Use Removed from Follow-Ups to review prior state, actor and time. Existing account and contact-management permissions still apply; client sessions and read-only overviews do not receive this action.

20. 20

    Recognize imported email history

    If Last email shows a date marked (imported), hover for the timestamp and delivery caveat. This fallback appears when no qualifying confirmed sent email is recorded, even if Last call has a verified date. It does not prove delivery, count as recent completed outreach, or remove work from Overdue.

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    Review call and email progress where enabled

    Across eligible internal selected-client Follow-Ups boards, Follow-Up Stage combines verified outbound calling sessions and confirmed prospect emails after the starting date or a dated manual correction. No prior attempts shows 1st Follow-Up, one shows 2nd, and two or more show 3rd+. A call and its sent email count separately; multiple phone attempts within one session count once. This applies to Potential, Asked for Info, Referral, and Reschedule. Some accounts use separately reviewed starting-evidence rules: imported counts do not establish a stage, and uncertain evidence leaves Stage unavailable. Temporary rollback controls still apply. Client viewers retain their existing presentation. This stage is separate from priority, due dates, stored status and completion. Read the stacked Action badges from top to bottom: follow-up type, then stage and any available priority label. The stacked pills are centered within their column, without a repeated Action heading above each row. When rows stack on a narrower workspace, the pills start on the left edge instead. Text inside each pill keeps its consistent inset. In the revised internal rows on wider screens, the Action, date, outreach, campaign and Set By cells sit at the top of the row, level with the prospect name, on every tab. Their headings stay level with each other even when a cell runs to several lines.

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    Choose the next step after an attempt

    When a row says Called and needs next step, expand it and review Activity Notes. The attempt has not completed the follow-up. Where reminders are enabled for that family, Choose the next follow-up date explains how to use Remind Me. The previous date and activity remain in history.

23. 23

    Review email replies before choosing the next step

    On enabled internal boards, choose Reply needs attention in the priority filter. Last Outreach shows Reply received with needs response. A prospect reply counts when it comes from the contact's email address, from another address at the contact's company domain (free mail such as Gmail does not count), or as an answer to an email sent to the contact. Review the conversation in Inbox and respond as needed. Any reply sent back to the prospect in that thread, including one from a responder, clears Reply needs attention. Only a verified human SDR reply can show Email reply sent and Worked, needs next step for eligible Potential, Asked for Info, or Referral work. The follow-up stays open. Review Activity Notes before choosing the next date.

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    Work through the inbound callback backlog

    In the internal Inbound callbacks queue, review counts received over 24 hours ago and needing contact matching. Oldest first is the default; choose Newest first to reverse received order. Use Previous page and Next page for up to 250 items per page. Changing order returns to page one. Open and due snoozed items contribute to pending counts. Review contact matching and calling eligibility before attempting a return call.

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    Filter inbound callbacks

    In the internal Inbound callbacks queue, narrow the cards on this page with the status chips (All, Ready to call, Needs matching, Voicemail, Missed), the Age menu, the Campaign menu when more than one campaign is present, and Called us more than once. When the list holds more than one SDR's callbacks, choose an SDR from the All SDRs menu beside the order menu. Every choice shows how many callbacks it would leave. Filters only change what shows on the loaded page, and Select all picks only the cards you can see. Select Clear filters to reset. Your filters are kept when you return from the Dialer.

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    Filter internal work by priority

    Use All priority states to review the supported priority choices and counts. Priority is read-only and available across internal selected-client boards while the rollout is active. Other controls retain their separate availability.

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    Read verified callback return outcomes

    In Inbound callbacks, read Verified return calls in the last 30 days for linked return calls, covered callbacks, human connections, Meeting Set outcomes and median time to the first linked return. Only newly recorded exact-call links count. Older handled items may have no link. These are call outcomes, not confirmed held meetings. If evidence is unavailable, the callback queue remains usable.

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    Read a callback voicemail

    In Inbound callbacks, play a voicemail from the recording on the card. Once the text is ready, select Voicemail text beside the player to read it, and select it again to hide it. Text appears a short time after the call and only when speech was detected. It is created for saved contacts and for unknown callers. For a saved contact, scoped callers see it only on their own calls.

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    Match or close an unknown caller

    When a card says Not a saved contact yet, listen to the voicemail first. If a Sounds like line lists the person you heard, select Confirm match. Select Not them to hide the suggestions. Otherwise select Match to contact, search this client's contacts by name, company or email, and select Match beside the right person. If the call is not worth pursuing, open Close and pick a Not a prospect reason: Spam or robocall, Wrong number, Personal call or Other. SDRs and sales reps can do this on callbacks assigned to them; managers can do it on any callback.

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    Read Original due after verified work

    On enabled internal views, a date-only follow-up marked Worked, needs next step shows Original due when it has both a saved due date and qualifying outreach evidence. The date is visually subdued because it is context for the work already attempted. It is not cleared or moved, and the follow-up remains open. Timed promises, confirmations, missing evidence, and work that needs attention keep Follow-up Date. Review Activity Notes and choose the next step using the controls available in that view. The worked outreach display shows the call or email reply date first, then a compact outlined result label, such as No answer or Reply recorded, with Needs next step underneath. Hover for available time and actor details. On Follow-Ups, Original due aligns directly beneath its label without the date card border or padding.

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    Select contacts before combined calling

    On internal Follow-Ups boards, authorized callers can select contacts in Potential, Asked for Info, Referral, Confirmation or Reschedule, then click Call selected. One eligible campaign opens the Dialer directly. Several campaigns run as one guarded sequence, and SalesHive checks every selected contact first. If some cannot be called, a Some contacts can't be called pop-up shows Selected, Callable and Can't call counts and lists each contact with its campaign and reason. Click Skip and call to start with the rest, or Cancel to go back. Skipped contacts stay in Follow Ups unchanged. Review the first setup. Matching settings continue automatically after call review and saving finish. End session stops the run; Finish combined run exits from setup. Returning to Follow Ups restores the saved family, search, filters and sorting.

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    Open priority and timing guidance

    On an enabled internal Pending view, select the info button beside the Priority filter, labeled About follow-up priority and timing. The popover explains that worked follow-ups remain open until the next step is resolved. Select All Timing to include both worked and overdue items. Press Escape to close the popover.

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    Review recognized campaign work

    On separately enabled internal accounts, an ordinary campaign call can also mark one dated Potential, Asked for Info or Callback obligation Worked, needs next step. SalesHive must verify the prospect, selected client, campaign, calling session and caller, and find only one unambiguous obligation. Another open or recently completed callback can prevent credit even when it is hidden from the current view. The call must meet the existing due-date and five-business-day rules; timed callbacks still require work at or after the promised time. Later status, date or callback changes invalidate older calls. Confirmation and Reschedule keep their meeting-specific evidence, and Referral remains eligible for verified email credit only. This recognition changes no saved date, status or task completion. Review Activity Notes and choose the next step. Availability is limited to selected internal accounts and can differ between clients; it is not enabled for every account or for client views.

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    Filter by outreach recency

    On Potential or Asked for Info, open Filters and choose Outreach recency. The choice applies immediately to this tab after the outreach evidence loads. Close hides the panel.

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    Read an optional follow-up date

    Read the date saved on a Referral row from the new-person form in the Campaign Dialer. Referral dates feed timing and property filters, date sorting, enabled priority states and Export CSV. The Referral row displays this date without an inline date editor. Potential, Asked for Info and Referral show Not scheduled when no valid date is saved. Callbacks and meeting-related work can still show Needs date because those workflows require scheduling.

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    Remove a Callback and record what happened

    In an authorized internal Callback view, select Remove Callback on the task. A box opens asking what happened. Choose Reached by email, Prospect called us, Reached another way (text, LinkedIn), Handled by a teammate or the client, No longer needed, or Other (type a short note). Then select Remove Callback, or Keep Active to cancel. The four reached outcomes count as a follow-up attempt on the prospect's other open work. No longer needed is saved as Follow-up removed, and neither it nor Other earns that credit. The follow-up date stays, and the contact and meeting status do not change, so set the next step yourself. If saving fails, read the error and refresh before retrying. The read-only All overview does not offer this action.

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    Stop a meeting follow-up cycle

    In an authorized focused Confirmation or Reschedule tab, select Stop meeting follow-ups. The first click opens the row so you can review Activity Notes. With the row open, select Stop meeting follow-ups again and confirm. For Confirmation, this stops remaining confirmation call tasks for the current booking cycle. For Reschedule, it closes the active reschedule review. Both preserve the meeting record and meeting status and leave automated emails unchanged. Open Callbacks for the contact also close. A later booking or reschedule can start a new cycle. Keep Active cancels without saving.

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    Review incomplete referrals in Testing

    For approved validation in SalesHive Testing (Do Not Delete), open Referrals and research from your own authorized employee account. In Referral research, choose a research status and select Refresh or Load more research when available. Expand a record to read the original prospect, call notes and instructions. A manager or strategist can choose an assigned strategist as Research owner. This separate queue preserves incomplete referrals without inventing a person or changing the original call result.

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    Save evidence for manual review in Testing

    On a Needs research record, open Add researched contact information. Enter the person, company, available email or phone, source URL, source description and why the evidence identifies the referred person. Select Save candidate for review before refreshing or changing filters; this form is not autosaved. Assisted research is unavailable during validation.

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    Confirm the researched person in Testing

    On a Needs review candidate, compare the source with the original instructions and select Find matching client contact. Review a matching contact, confirm the identity checkbox and select Confirm contact. If no active match is found, enter the verified name and phone type when required, confirm the evidence and select Create and confirm contact. SalesHive also checks archived records before saving. Confirmation does not enroll, email or call the person. Use a reason with Close research or Reopen research when the record needs to stop or return for correction.

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    Read the contact job title

    Find the job title in the prospect cell, on its own line under the company name. A long title is cut short to fit; hover over it to read the whole title. When no job title is saved, that line is left out. Titles appear on every kind of follow-up row, including callbacks, potential meetings, referrals and Asked for Info. The title does not change follow-up status or priority.

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    Read rows on a narrower workspace

    The page adjusts to its own available width, so a narrower window, an open sidebar or browser zoom all get the same tidy layout. When space is tight, the summary counts move below the Pending actions heading and wrap into even rows instead of overlapping, and the filters wrap onto even rows instead of running off the right edge. On the revised internal board, row details use the available width. On a medium-width workspace, the row buttons tuck into the space at the bottom right, under Campaign and Set By, so the card stays compact. On a narrower workspace the fields stack into two columns or one, the Action badges start on the same left edge as the details below them, and the actions move onto their own line. Stop meeting follow-ups has its own action row when shown beside Mark done and Call. These layout changes do not change eligibility, saved dates, completion or calling rules. All remains a read-only overview.

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    Coordinate today’s CRS coverage

    Internal users may see CRS coverage today when the selected client has an assigned or in-progress coverage mission spanning today in Eastern time. Review due confirmations with the listed CRS. Set By continues to identify who booked the meeting. This notice does not transfer ownership, grant calling access or change the client-user presentation.

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    Identify a CRS-booked confirmation

    When a meeting can be matched to its CRS booking assignment, its row shows CRS booked followed by the booker’s name. Confirmation rows also show Confirmation assigned to with that same name. This booking attribution is separate from CRS coverage today and can remain after the mission ends. Set By and existing calling checks remain unchanged. A missing label does not prove that CRS coverage never occurred.

What the buttons do

All / family tabs

Switches between the internal read-only combined overview and each focused working queue. Confirmation includes only active Meeting Set and Meeting Rescheduled records, and grouped views omit empty families after filtering.

Reminders

On an enabled internal pilot board, opens the read-only collection of paused Potential, Asked for Info, and Reschedule work.

Remind Me / Change Reminder

After Activity Notes load on an expanded eligible row, creates or revises a future reminder with a required reason.

Cancel Reminder

From an expanded Reminders row after Activity Notes load, confirms cancellation and restores the Follow-Up Date that existed before the reminder was first set.

Priority state

On enabled internal boards, filters Pending by Needs attention, Worked, needs next step, Scheduled, or Not scheduled. All priority states is the default.

Filters

Opens internal property rules for action type, date, workflow state, timing, Set By, campaign, prospect or company, title, and timezone. On supported Potential and Asked for Info tabs, also contains Outreach recency, which applies immediately.

All Timing / Overdue

All Timing retains open matches. Overdue uses exact-action call evidence in the priority pilot, with timed obligations retaining urgency. Other boards retain their existing recent-outreach rule.

Last Outreach

Shows separate Last call and Last email dates after evidence loads. Each says None when no matching activity is recorded; an email date marked (imported) is history without confirmed delivery. Loading and Unavailable are evidence-read states. Sorting and recency filtering still use the latest overall outreach.

Follow-Up Date

Opens a calendar above the list so an authorized internal user can change or clear the date from a direct Potential, Asked for Info, or Reschedule queue. On a Bad timing or Out of office row in Callback, it moves the callback date; that date cannot be cleared.

Select all visible potential meetings

Selects only eligible rows in the focused lightweight Potential queue.

Call campaign / Call <campaign> (n)

Opens one Dialer group for the selected callable prospects in that campaign, from Potential or from Bad timing and Out of office rows in Callback.

Call

Opens the permitted prospect in the correct campaign Dialer when all current safeguards pass. On a Callback row, it keeps the Dialer tied to that exact callback. A provider-backed No Answer from the verified direct session applies the guarded seven-calendar-day retry rule to eligible Asked for Info or exact Callback work.

Inbound callbacks

Opens the missed callback and voicemail recovery queue with its pending, snoozed, and handled work.

Redial in dialer

Opens a matched callback contact in the Dialer while preserving normal status, blocklist and session checks. When the session ends, you return to Inbound callbacks with your filters.

Call selected / Call one campaign

Inbound callbacks only. After you select callable cards, opens one campaign's selected contacts in a Dialer session. When the session ends, you return to Inbound callbacks with your filters.

All SDRs

Inbound callbacks only. Appears beside the order menu when the list holds more than one SDR's callbacks. Choose an SDR to show only the callbacks assigned to them; each name shows its count.

Add Note / Save note

Lets an internal user append a contact note from an expanded focused row and refreshes Activity Notes after the save.

Activity Notes: Reminders

Filters the unified activity timeline to reminder creation, change, and cancellation events.

Export CSV

Downloads the rows that match the active tab, search, campaign, Set By, timing, priority, stage, and property filters.

Remove Potential, Remove Asked for Info, Remove Referral

Named for the row's tab. The first click opens the row for activity review. With the row open, the same button asks for confirmation before marking the prospect Unresponsive and closing its follow-up work.

Activity Notes: Emails

Shows the contact's latest valid sent campaign, responder, and Inbox email activity for the selected client. Loading and empty states use the inclusive sent emails label, and synchronized duplicates appear once.

Removed from Follow-Ups

Shows authorized retained removal history through the stage filter, including when new removals are temporarily disabled.

Call selected

Appears after contact selection on boards with combined calling enabled. Opens only eligible selected contacts and counts contacts inside your calling assignment. Select all uses this same action. One campaign opens directly; multiple campaigns use the guarded sequence, which first lists any contacts it cannot call. No combined calling bar appears for an empty selection. Blocked confirmations remain visible for review but cannot be selected or included in this call batch.

Skip and call (Some contacts can't be called)

In the pop-up that opens when a multi-campaign Call selected run finds contacts it cannot call. The button names the counts, for example Skip 2 and call 14. It rechecks only the remaining contacts and starts the run. It is hidden when nobody is callable or when a problem skipping cannot fix is shown; then only Close appears.

Reply needs attention

On internal boards while the priority rollout is active, filters to open work with an unanswered qualifying prospect reply. Also available in advanced due-timing rules.

Oldest first / Newest first

Change callback received order and return to page one.

Previous page / Next page

Move through pending inbound callbacks, up to 250 items per page.

About follow-up priority and timing

Open the info popover beside the Priority filter on enabled internal Pending views. It explains worked status and All Timing without changing your filters or follow-up.

Remove Callback

Opens a box asking what happened. Pick an outcome (Other needs a short note) and select Remove Callback to close that callback. The follow-up date, contact status and meeting status stay unchanged.

Stop meeting follow-ups

For eligible Confirmation or Reschedule work, the first click opens the row for activity review. With the row open, it asks for confirmation to stop that meeting follow-up without cancelling the meeting or changing automated emails.

Voicemail text

Internal Inbound callbacks cards only. Shows or hides the written text of a voicemail beside its recording.

Match to contact

Inbound callbacks only. Appears on an unknown caller's card when a voicemail was kept. Opens a search of this client's contacts; select Match to link the callback. A search match does not save the caller's number on the contact.

Confirm match / Not them

Inbound callbacks only. Shown in the Sounds like line when the voicemail names a likely contact. Confirm match links the callback and saves the caller's number in an empty mobile or direct phone slot. Not them hides the suggestions.

Close

Inbound callbacks only. Opens Mark handled plus the Not a prospect reasons (Spam or robocall, Wrong number, Personal call, Other). Applies to every loaded call from that caller.

Undo match

Inbound callbacks only. Removes a hand-made match from the callback and the repeat callbacks that followed it. SDRs can undo their own match for 24 hours; managers any time.

Select all visible (Callback)

In the Callback tab, selects every visible Bad timing and Out of office row that can be called now. The counts beside it show how many are selectable and how many are not, such as Call Back Later callbacks.

Common questions