Description

This article provides information about follow-ups. It includes:

How to View Follow-Ups

You can view a list of your follow-ups in the Follow-Ups window or as part of your Lead History.

Follow-Ups List

The Follow-Ups List view shows all scheduled events that you have created or others have created on your behalf. It contains the same data as your calendar but displays the events in a list rather than in a calendar format.

Icon	Action
	Clicking the Calendar icon returns you to the Calendar view
	Turning the toggle to ALL results in all of the follow-ups being displayed in the list. Turning the toggle to RECENT results in only the follow-ups from the past seven days being displayed in the list.
	The number of follow-ups in the list is displayed.
	Clicking the Refresh icon causes the list to be refreshed.

Lead History

The Lead History window can be filtered down to show only follow-ups.

Information Included in a Follow-Up

How to Schedule a Follow-Up

You can schedule a follow-up through the calendar or through the Follow-Up action tool while viewing a lead.

Accessing the Follow-Up Scheduler through the Calendar

1. Click Calendar in the left sidebar of inFlow.
   

   

2. Double-click inside any date/time field to open the Schedule Follow-Up popup window. The date and time of the date/time field you select will automatically be populated inside the window.
   

   

Accessing the Follow-Up Scheduler through the Quick Action Tool

1. Select a lead status from the inFlow options. In this example, we have selected New Lead and the leads are listed in the Record List Panel to the right.
   

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3. Select a lead.
   

   

4. Click the Create a Follow-Up icon in the selected lead’s Quick Action Tools.
   

   

5. The Schedule Follow-Up popup window opens. The name on the selected lead and the person the lead is assigned to will automatically be populated inside the window.
   

   

Accessing the Follow-Up Scheduler through the Lead

1. Click the queue or workflow that contains the lead for which you would like to schedule a follow-up. The list of new leads lead will open in the Record List Panel on the right. In this example, we are opening a new lead.
   

   

2. Click the lead for which you would like to schedule a follow-up. In this example, we are opening the drr2S1134 lead.
   

   

3. Click the Follow-Up icon in the Action Tools in the Record Details Panel that opens for the selected lead.
   

   

4. The Schedule Follow-Up popup window opens. The name on the selected lead and the person the lead is assigned to will automatically be populated inside the window.
   

   

Completing the Follow-Up Scheduler

1. Complete the unpopulated fields in the Schedule Follow-Up popup window.
   

   

   • Subject: The default subject is <follow-up type, borrower full name>. You can add your own subject to override the default.

   • Associated Contact: The name of the lead for the follow-up.

   • Organizer Name and Email Address: The name and email address of the person who created the follow-up.

   • External Calendar Invitee(s): The names/email addresses of individuals added to the follow-up through Outlook integration.

   • Date and Time (required): The date and time of the follow-up. All past dates are disabled.

   • Start: The scheduled start time for the follow-up.

   • End: The scheduled end time for the follow-up.

   • Reminder: The default reminder time of 15 minutes can be changed.

   • Assigned: If the follow-up is assigned to another user, the user’s name is selected here. This is a permissions-based feature.

   • Type (required): Select Call, Email, Other, or SMS from the dropdown.

   • Download Calendar Invite: Option to upload the calendar invitation.

   • Notes: Any added notes (up to 2000 characters) will appear in the Notes section of the lead.

   • Add to Calendar: Add the follow-up to your configured iCalendar or Outlook calendar. The follow-up schedule file is automatically downloaded.

2. Click Update to save the follow-up.

Marking Follow-Ups Incomplete

Place a checkmark in the Complete/Incomplete box to mark a follow-up as Complete. Remove the checkmark to change the follow-up status to Incomplete.

Editing Follow-Ups

Click the pencil icon to edit a follow-up. The Schedule Follow-Up popup window will open to allow edits to be made.

Deleting Follow-Ups

Click the Trash icon to delete a follow-up. A green toaster confirms that the follow-up has been completed. Deleting a follow-up does not remove the follow-up notes saved in the Notes section of the Record Details Panel in inFlow.

Scheduling, Editing, Viewing, and Completing Follow-Ups for Other Users

Users may schedule, edit, view, and complete follow-ups for others. This is a permissions-based feature based on branch and role. Users can also edit follow-ups from the calendar. Changes are tracked in Lead History.

Closed Follow-Ups

If a follow-up is being created for an application that is currently in Open Leads, the application is temporarily removed from the Open Leads queue. The application will be put back into the Open Leads queue 24 hours after the follow-up time has passed. If the follow-up is deleted, the application will be put back into the Open Leads queue immediately.