- Viewing and actioning a Follow Up
- Creating a Follow Up
- Reassigning a Follow Up
- Viewing expired and actioned Follow Ups
- Viewing Follow Ups from an automation
- Edit the Follow Up.
- View Follow Up History.
- Assign the Follow Up to someone else. Admins can assign Follow Ups to any user in the account. Users can only assign Follow Ups to users in the same team.
- Snooze the Follow Up for a period of time. This is useful when you might be going away for a period of time and would prefer to action this when you're back.
- Close the Follow Up if you've already followed up on this contact and there are no further actions required.
- Open: The Follow Ups you see when you click on Inbox
- Actioned: Follow Ups that you have actioned. You can reopen these by clicking into the contact card and taking other actions.
- Snoozed: Follow Ups that have been deferred to a later date. These will be moved to the main Inbox as an Open Follow Up when it is past the snooze date.
- Expired: Follow Ups that have expired can be found here. You can still action these Follow Ups as needed.
- Go to Analytics
- Select Automations
- Use the Automation and Time Period menus to find the right automation.
- Click on the Follow Ups tab to view all follow ups that were assigned to you from the selected automation.
Follow Ups that have been assigned to you can be found in your Inbox. These Follow Ups can be assigned to you either from RiTA’s list automations or from another agent and expire after 7 days.
This guide walks you through the following topics:
It is recommended that you complete the RiTA Inbox training course to get a better understanding of how Follow Ups work in RiTA.
Viewing a Follow Up
Go to the Inbox to view the Follow Ups that have been assigned to you.
Image 1: Viewing Follow Ups in your inbox.
Click on the contact card to view all the actions you can take.
Image 2: Viewing a contact's details.
Your next steps could be contacting your Follow Up via call, SMS, or email. You can use one of the message templates available or write your own.
Use the Follow Up panel below the contact card to:
Image 3: Actions you can take on the 'Follow Up' panel.
Creating a Follow Up
You can also create a Follow Up for a team member or another agent. To do this, click on the contact card and click on the Follow Up icon.
Image 4: The 'Follow Up' icon on a contact card.
Next, add more details to the contact and click on the dropdown menu to select the team member you are assigning this follow up to. You can also add a note with additional information that may help your team member follow up more effectively.
Once you're done, click Create Follow Up. The team member you have assigned this Follow Up to will now see it in their Inbox when the Follow Up is due.
Reassigning a Follow Up
Note: Admins can assign Follow Ups to any user in the account. Users can only assign Follow Ups to other users in their team.
You can reassign a Follow Up to another team member if required. This will move the Follow Up from the original Inbox to the new assignee's Inbox.
To reassign a Follow Up, go to your Inbox and click Reassign. Select the team member you want to assign the Follow Up to, include a note if you prefer, and click Confirm.
Image 6: Reassigning a Follow Up.
This Follow Up will now display as a new Follow Up for the team member you have assigned it to, and it will be moved to Actioned in your Inbox.
Viewing expired and actioned Follow Ups
Click on Inbox and choose which type of follow up you want to view. After making your selection, you may use the Filter to further narrow down your search.
There are four statuses for Follow Ups:
Viewing Follow Ups from an automation
To view Follow Ups that were assigned to you via an automation:
Image 8: Viewing Follow Ups from an automation.