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Follow-Ups

Follow-ups are action items with due dates that help your team stay on track with guest outreach. They can be created automatically from templates or added manually for specific situations.

How Follow-Ups Work​

Each follow-up task is tied to a specific guest and includes:

  • Title — What needs to be done
  • Type — The method of outreach (e.g., phone call, email, in-person visit)
  • Due Date — When the task should be completed
  • Notes — Additional context or instructions

Follow-up tasks appear on the guest's detail screen and are visible to the assigned team member.

Automatic Follow-Ups​

When a guest visits for the first time, the system automatically creates follow-up tasks based on your configured templates. The default templates are:

  • Welcome Card — Due 1 day after the first visit
  • Phone Call — Due 2 days after the first visit
  • Event Invite — Due 5 days after the first visit

These defaults ensure that every new guest receives a consistent welcome process without manual effort.

Note: Automatic follow-ups are only created on a guest's first visit. Administrators can customize the templates from the admin settings. See Follow-Up Templates below.

Creating a Manual Follow-Up​

To create a follow-up task manually:

  1. Open the guest's detail screen
  2. Tap Add Follow-Up from the actions menu
  3. Enter the follow-up details:
    • Title — A brief description of the task
    • Type — Phone, Email, Text, In-Person, or Other
    • Due Date — When the task should be completed
    • Notes — Any additional context
  4. Save the follow-up

The task will appear in the guest's follow-up list.

Completing a Follow-Up​

When you complete a follow-up task:

  1. Open the follow-up from the guest's detail screen
  2. Mark the task as complete
  3. Enter outcome notes describing what happened

When a follow-up is completed, the system automatically creates a contact log entry for the guest. This keeps the contact history accurate without requiring you to log the interaction separately.

Overdue Follow-Ups​

Follow-up tasks that are past their due date are highlighted in red to draw attention. This makes it easy to identify tasks that need immediate action.

Overdue follow-ups also appear in the daily reminder email if daily reminders are enabled. See Admin Settings for details.

Follow-Up Templates​

Administrators can customize the automatic follow-up templates that are created when a new guest visits.

Managing Templates​

  1. Open Guest Management
  2. Go to Admin Settings
  3. Select Follow-Up Templates

From here you can:

  • Create a template — Set the title, type of outreach, and number of days after the first visit when the task should be due
  • Delete a template — Remove a template that is no longer needed

Template Fields​

Each template includes:

  • Title — The name of the follow-up task (e.g., "Send Welcome Card")
  • Type — The outreach method (Phone, Email, Text, In-Person, Other)
  • Days After Visit — How many days after the guest's first visit the task should be due

Changes to templates only affect future guests. Existing follow-up tasks are not modified when templates are updated.

What's Next?​

To learn about configuring auto-assignment, notifications, and access control, continue to Admin Settings.