When the AI takes a call but doesn't book it on the spot, it creates a follow-up task for your team. That task tells you exactly what the caller wanted and how urgent it is — no listening to a 4-minute recording before you can act.
When a follow-up gets created
Anytime the AI takes information that needs action but can't complete the action itself:
| Category | Example |
|---|---|
| Schedule change | Customer wants to move an existing job. |
| Estimate question | Price, scope, timing. |
| Invoice question | Charges, due date, payment. |
| General question | The AI's FAQ couldn't answer fully. |
| Vendor message | Parts supplier, contractor. |
| Business message | Insurance, partner shop, accountant. |
| Personal message | For a specific team member. |
Each follow-up gets a category and an urgency level.
What the follow-up looks like
In the Phone inbox, follow-up tasks have their own filter. Each one shows:
| Field | What it shows |
|---|---|
| Caller name + number | Linked to customer record if matched. |
| Category | One of the above. |
| Urgency | Emergency / high / normal / low. |
| AI summary | One paragraph. |
| Full transcript | Click through. |
What's NOT supported today
- No auto-SMS to the caller. Follow-ups are internal tasks. The AI told the caller you'd call back; it doesn't text or email automatically.
- No auto-assignment to a specific tech. Anyone with access to the Phone inbox can pick one up.
- No SLA timer. There's no built-in deadline visualization — you decide your team's response window.
Working follow-ups
Triage
Owner or dispatcher checks the Phone inbox first thing in the morning and any time during the day.
Sort by urgency
Emergencies first.
Act
Call back, send an SMS, create a job, attach to an existing customer.
Mark complete
Clears the task from the active list.
Reporting
Follow-ups by category and urgency are queryable in the Phone usage report. Useful for spotting patterns — "we're getting a lot of estimate-question follow-ups; maybe our estimate emails need clearer pricing."