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Tasks, follow-ups and appointments

Tasks make sure nobody is forgotten. A task is a to-do with a time it’s due, usually on a thread, such as “Call Sarah back”. You’re reminded when it’s due.

Follow up from a thread

Section titled “Follow up from a thread”
  1. Open the thread and click Follow up.
  2. Under Add a task for you, pick one of the suggested times, or Pick a date and time….

To give the task a different title, a note or another person, use Pick a date and time…. In the task dialog you can set:

  • Title
  • Who does it
  • Date and time
  • Note (optional)

If the thread is waiting on the customer, you can also snooze it: it leaves the inbox and comes back when the task is due, or sooner if they reply.

You can also follow up on one message: open its menu and choose Follow up on this.

The Tasks page

Section titled “The Tasks page”

Tasks in the menu lists your tasks under Overdue, Today and Upcoming, and those you’ve ticked off. The badge on Tasks shows how many are due today or overdue. Managers and above can switch between Mine and Everyone.

Tick a task off when it’s done. Use its menu to Edit… or Delete… it.

Your tasks due today also show on Home and in the Today tab of the mobile app.

Book an appointment

Section titled “Book an appointment”
  1. Open the thread and click Book.
  2. Choose the Type, Date, when it Starts and Ends, the Location and who it’s With.
  3. Choose how to Tell them by, or leave it if you’ll tell them yourself.
  4. Add Notes (optional) and save.

A booked appointment moves the thread to the Booked stage. Appointments show in the Diary, by day and week, and on Home.

After the appointment, mark whether they Came or Didn’t come. A customer who came but hasn’t bought yet moves to Attended, so they stay visible as someone to chase. You can also Edit… or Cancel… an appointment from the thread.

Section titled “Related”