Overview
Follow-Ups is the selected-client workspace for pending and completed Potential, Confirmation, Reschedule, Asked for Info, Referral, and Callback work. Every internal selected-client board uses workspace controls, a strict read-only All overview, and Last Outreach for rows it is already allowed to show. Across internal selected-client boards while the rollout is active, priority controls assign supported Pending actions a read-only priority state. Separately enabled reminders let authorized internal users pause eligible Potential, Asked for Info, or open Reschedule work with a future date, including on boards without the full calendar presentation. Priority is summarized by filters and counts. Needs date flags missing data, while qualifying attempts show their date, result, and needs next step. Expand a focused row and review Activity Notes before using the reminder controls shown below the loaded history. An active reminder keeps its row badge, moves the contact out of active family work until the saved future date, and remains visible in All, Reminders, Activity Notes, and the supported Calendar presentation. Grouped All and Reminders omit any follow-up family with no matching rows after filtering, while the direct family tab keeps its normal empty state. Search, filter, sort, and act from a focused family tab. On internal boards while the priority rollout is active, ordinary date-based work stays out of Overdue only when a recent provider-backed call belongs to that exact open action and occurred on the previous local calendar day or later relative to its current date-only due date. Where email evidence is enabled, a verified human SDR Inbox reply can also qualify for Potential and Asked for Info under the current-date rules. Generic email, unrelated calls, and unavailable evidence do not qualify. An unanswered prospect reply takes priority over worked credit. Timed promises and confirmations retain their urgency until their workflow resolves them. If priority is disabled for the board, the existing recent outbound call or confirmed sent-email rule applies. Use All Timing to review open work. Its saved date is unchanged, and it can return to Overdue when the five-business-day window expires. Editable Follow-Up Date values open a calendar that stays above surrounding rows and inside the visible browser area. In Callback, use Call for the exact callback or expand the row to record an outcome manually. Client users retain their established Follow-Ups presentation. A provider-backed No Answer saved by the assigned SDR from a verified direct Follow-Ups call automatically moves due Asked for Info work or the exact called Callback seven calendar days after the call, unless the SDR chose a different date or an Asked for Info date is already in the future. Callable Potential and Asked for Info rows keep Call active and hide stale or Calendar-only blocked-call warnings. On an enabled internal pilot board, selecting callable Reschedule work from at least two campaigns adds a guarded campaign sequence. SalesHive checks the exact current work and compatible active campaign behavior before opening each campaign as a separate Dialer session. Unused copy and revision markers from disabled post-call automation do not create a false mismatch, while differences in enabled post-call automation still block sequences that require matching campaign settings. The saved Reschedule view returns when the sequence ends or a later group no longer passes review. Activity Notes labels email events Sent email and includes the latest valid campaign, responder, and Inbox sends linked to the exact contact inside the selected client. A synchronized email recorded in more than one source appears once. Confirmation labels wrap inside their Action pill when needed, keeping the adjacent Follow-Up Date clear and readable. Confirmation work is created only for active Meeting Set and Meeting Rescheduled records. Closed outcomes do not return to the Confirmation queue just because a historical meeting date remains on the contact. The sequence includes only campaigns inside your current calling assignment or active relief coverage. On active-campaign-only boards, Call all and Call selected count eligible contacts, exclude work outside your calling assignment, and disclose excluded visible contacts. One eligible campaign opens directly in the Dialer; multiple campaigns use the protected sequence. Other Reschedule sequence accounts retain their campaign-count controls and two-campaign requirement. Assignment is checked again before calling. On accounts with campaign-specific Reschedule sessions enabled, different campaign settings are allowed because each campaign loads its own script, email settings, sender ownership, booking instructions and call settings. Other sequence accounts retain their compatibility checks. On enabled internal views, a date-only follow-up marked Worked, needs next step shows Original due when it has both a saved due date and qualifying outreach evidence. The date is visually subdued because it is context for the work already attempted. It is not cleared or moved, and the follow-up remains open. Timed promises, confirmations, missing evidence, and work that needs attention keep Follow-up Date. Review Activity Notes and choose the next step using the controls available in that view.
How to use this page
Choose the work queue
Use the family tabs to open Potential, Confirmation, Reschedule, Asked for Info, Referral, Callback, or Done when those families are available for the selected client. On internal boards, All combines the visible families into a compact read-only overview and directs you to a focused tab before calling or updating a follow-up. On an enabled internal reminder pilot, Reminders collects paused Potential, Asked for Info, and Reschedule work for review and reminder management. Confirmation contains only active Meeting Set and Meeting Rescheduled records with a scheduled time. Cancelled, held, completed, qualified, blacklisted, unresponsive, unqualified, and other closed outcomes stay out even when historical meeting fields remain.
Keep grouped views focused
In All and Reminders, SalesHive shows only follow-up families that contain at least one matching row after all active filters are applied. An empty Potential family is omitted from these grouped views. Open the direct Potential tab to see its empty state when no Potential work remains.
Narrow and order the rows
On an internal board, use search, Campaign, Set By, timing, Last Outreach, and property filters to find the right work. Where the priority pilot is active, use All priority states, Needs attention, Worked, needs next step, Scheduled, or Needs date to narrow Pending. Pending rows can be sorted by current order, prospect, company, follow-up date, Last Outreach, campaign, or Set By. Referral Set By values come only from exact same-client referral disposition and active dial-session evidence. Missing or conflicting evidence stays Not recorded. Export CSV follows the active filters and includes the recovered referral attribution when available.
Read Confirmation actions cleanly
In the Action column, a longer Confirmation label such as 24H CONFIRMATION wraps inside its pill when needed. The label remains centered within the assigned Action track, so it does not collide with or cover the adjacent Follow-Up Date.
Use the Overdue timing filter
On internal boards while the priority rollout is active, ordinary date-based work stays out of Overdue only when a recent provider-backed call belongs to that exact open action and occurred on the previous local calendar day or later relative to its current date-only due date. Where email evidence is enabled, a verified human SDR Inbox reply can also qualify for Potential and Asked for Info under the current-date rules. Generic email, unrelated calls, and unavailable evidence do not qualify. An unanswered prospect reply takes priority over worked credit. Timed promises and confirmations retain their urgency until their workflow resolves them. If priority is disabled for the board, the existing recent outbound call or confirmed sent-email rule applies. Use All Timing to review open work. Its saved date is unchanged, and it can return to Overdue when the five-business-day window expires.
Use priority as a review aid
On enabled internal boards, Worked, needs next step means a qualifying provider-backed call was made on the local calendar day before the current date-only due date or later, or at or after the promised time for a timed callback and falls within the latest five SalesHive business days. The work stays open. Needs attention means due work lacks that evidence. Scheduled means not yet due, including date-only work due today without a qualifying attempt. Needs date means no valid date is saved. Use the Priority filter and counts. Qualifying attempts show the call date, result, and needs next step; hover for time and caller when recorded.
Review activity before pausing
On an enabled internal pilot board, open a focused Potential, Asked for Info, or Reschedule tab and expand the row. Wait for Activity Notes to load, then review the latest calls, emails, notes, and reminder history. The pause controls appear below that loaded history so the reminder decision follows the available context instead of competing with the row's primary Call action.
Pause work with a reminder
Below the loaded Activity Notes, select Remind Me. Choose 30, 60, or 90 days, or enter another future date up to 90 days away, add a required reason, and select Set Reminder. The chosen preset stays highlighted, and assistive technology announces the same selected state. The contact stays in the same workflow, its Follow-Up Date moves to the reminder date, and it leaves the active family queue until that date. The active Reminder set badge remains visible on the row with the date and reason.
Review or change paused work
Open Reminders to review all currently paused eligible work. This queue is read-only for normal calling, selection, dates, notes, completion, and closure. Expand a row, wait for Activity Notes, then use Change Reminder or Cancel Reminder below the loaded history. Changing a reminder replaces its date or reason without losing the original pre-reminder date. Cancelling restores that original date after confirmation. Created, changed, and cancelled reminder events and their reasons remain in Activity Notes. All also keeps paused rows visible, and the supported Calendar presentation labels reminder-backed actions as Reminder set. Active family counts exclude currently paused work, Reminders counts only eligible paused work, and All includes both under the current filters. Confirmation, Referral, and Callback do not appear as reminder work. On the saved date, the reminder stops pausing the item; its current eligibility and filters still determine whether it appears.
Wait for Last Outreach evidence
The work queue appears before the separate Last Outreach read finishes. Loading means the call and email evidence is still arriving. Outreach recency and Last Outreach sorting stay unavailable until that read completes, so the page does not mistake missing evidence for No outreach. Unavailable means the evidence could not be loaded for this visit, but the core follow-up rows remain available for review.
Set the next follow-up date
In a direct Potential, Asked for Info, or Reschedule tab, select the current Follow-Up Date to open the calendar, then choose a preset or day. The calendar remains fully visible above the surrounding follow-up rows and repositions within the browser window when space is tight. You can clear an optional date. The page saves an actual change with the previous value, new value, actor, and family source. All and Reminders remain read-only for direct date editing, Callback dates stay in their separate task workflow, and client sessions do not receive these editors.
Select eligible Potential work
In the focused lightweight Potential view, use the visible selection summary and row checkboxes to select eligible prospects. Select all includes only currently selectable rows. The bulk bar groups callable prospects by campaign, and each campaign button opens the matching Dialer group. All and Reminders stay read-only and show no selection controls.
Start a safe Reschedule campaign sequence
On an enabled internal pilot board, open Reschedule and select callable rows from at least two campaign groups within your calling assignment. Select Call campaign sequence. SalesHive checks that every prospect still belongs to the selected client's current Reschedule work, has exact campaign history and a callable phone, is not blocked or held by another session, and, where campaign compatibility is required, that every campaign uses matching active scripts, email behavior, sender ownership, booking instructions, and call settings. Unused copy and revision markers from disabled post-call automation do not make otherwise compatible campaigns fail this check. Where campaign compatibility is required, enabled post-call automation behavior and revisions must still match. If the check cannot pass, the first reason stays visible for 12 seconds so you can review it, then use the separate campaign buttons. The Dialer opens one campaign at a time and restores the saved Follow-Ups search, filters, sorting, and Reschedule tab when the sequence ends or a later group changes. The sequence includes only campaigns inside your current calling assignment or active relief coverage. Selected work outside that assignment is excluded from the sequence, and the bulk bar shows how many contacts and campaigns were excluded. The button count includes eligible campaigns only and the sequence requires at least two eligible groups. Assignment is checked again before calling. On accounts with campaign-specific Reschedule sessions enabled, different campaign settings are allowed because each campaign loads its own script, email settings, sender ownership, booking instructions and call settings. Other sequence accounts retain their compatibility checks. Matching settings continue automatically in the continuous sequence. Different Reschedule settings pause at the summary and named next-campaign confirmation so you can review the next setup. See the combined-run instructions below.
Check calling eligibility
Potential and Asked for Info rows remain visible when calling is blocked, but Call and selection are disabled and the exact reason is shown. Current status, contact or domain blocks, booked or qualified company rules, another SDR's active session, and campaign availability are checked before the Dialer opens. A blocked reason appears only when the row is actually unavailable. When the shared eligibility check marks the row callable, the page keeps Call and selection active and hides stale or Calendar-only warning copy. In the revised internal All overview, a blocked-call explanation sits on its own line below the row so Action, Follow-Up Date, Last Outreach, Campaign, and Set By stay aligned. Use the focused family tab for available actions.
Review Activity Notes and add context
Expand a focused Potential, Confirmation, Reschedule, Asked for Info, Referral, or Callback row to review Activity Notes. The timeline includes the latest calls, valid sent campaign, responder, and Inbox emails, saved notes, follow-up-date updates, and reminder events linked to that exact contact in the selected client. Loading and empty states use sent emails as the inclusive label for these outbound messages. Email entries are labeled Sent email, and synchronized duplicates appear once. Use the Reminders filter to isolate reminder events where available. Internal users can enter a contact note under Add Note and select Save note. After a successful save, the timeline refreshes immediately. Client sessions, All, and Reminders remain read-only for note entry.
Call or complete the follow-up
Use Call from a focused queue to open the campaign Dialer. The Dialer returns to the originating Follow-Ups tab with server-fresh dates and completion state. On a Callback row, Call is the path for completing that exact action after a finalized outbound attempt. You can also expand the Callback row, enter the outcome, and select Complete to record it manually. Prospect and meeting stages stay unchanged. A provider-backed outbound attempt by the assigned SDR marks older open or snoozed inbound callbacks handled only when the client, matched contact, and called phone number all match. For a verified direct Follow-Ups call, saving No Answer moves due Asked for Info work or the exact called Callback seven calendar days after the call. An SDR-selected date wins, an already-future Asked for Info date stays unchanged, and other callback work still due for that contact moves to the same day.
Remove a prospect from active Follow-Ups
Authorized internal users can remove eligible Potential, Asked for Info, Referral, and Reschedule work on supported accounts. Load and review Activity Notes first, then select Remove from Follow-Ups and review the confirmation. Keep Active cancels. Confirming preserves the contact and audit history, removes the prospect from active Follow-Ups, and closes every open Callback for that contact together. The contact stays in the CRM and is not archived or deleted. Use Removed from Follow-Ups in the stage filter to review the prior state, decision, actor, and time. Client sessions and excluded accounts do not receive this action.
Recognize imported email history
If Last Outreach shows Imported email with a date, hover for the timestamp and delivery caveat. This fallback describes prior imported activity when qualifying verified outreach is unavailable. It does not prove delivery, count as recent completed outreach, or remove work from Overdue.
Review call and email progress where enabled
On an enabled internal progression pilot, Follow-Up Stage combines verified outbound calling sessions and confirmed prospect emails after the starting date or a dated manual correction. No prior attempts shows 1st Follow-Up, one shows 2nd, and two or more show 3rd+. A call and its sent email count separately; multiple phone attempts within one session count once. This applies to Potential, Asked for Info, Referral, and Reschedule. Other boards retain their existing stage rules.
Call selected campaigns where enabled
Where enabled for the selected client and follow-up family, selected campaigns run in sequence. Review the first setup. Matching settings continue automatically after current call review and saving finish. In the campaign-specific Reschedule pilot, different settings pause for review: Confirm & Review Next Campaign finishes the current segment, then closing its summary asks whether to continue to the named campaign or Return to Follow Ups. Continue loads that campaign’s own script, email settings and booking instructions; review setup before starting. Missing settings-comparison evidence also requires review. Other sequences keep their compatibility checks. Each campaign retains its own attribution. Handoffs recheck assignment, exact selected work, available numbers, calling hours and compliance. Changed numbers or sending accounts require setup review. Paused runs stay paused. End session stops the run; Finish combined run exits from setup. Matching continuous segments share a final summary, while a settings-review boundary shows a summary before continuation.
Choose the next step after an attempt
When a row says Called and needs next step, expand it and review Activity Notes. The attempt has not completed the follow-up. Where reminders are enabled for that family, Choose the next follow-up date explains how to use Remind Me. The previous date and activity remain in history.
Review email replies before choosing the next step
On enabled internal boards, choose Reply needs attention in the priority filter. Last Outreach shows Reply received with needs response or review reply thread. Review the conversation in Inbox and respond as needed. A verified human SDR reply can show Email reply sent and Worked, needs next step for eligible Potential, Asked for Info, or Referral work. The follow-up stays open. Review Activity Notes before choosing the next date.
Work through the inbound callback backlog
In the internal Inbound callbacks queue, review counts received over 24 hours ago and needing contact matching. Oldest first is the default; choose Newest first to reverse received order. Use Previous page and Next page for up to 250 items per page. Changing order returns to page one. Open and due snoozed items contribute to pending counts. Review contact matching and calling eligibility before attempting a return call.
Filter internal work by priority
Use All priority states to review the supported priority choices and counts. Priority is read-only and available across internal selected-client boards while the rollout is active. Other controls retain their separate availability.
Read verified callback return outcomes
In Inbound callbacks, read Verified return calls in the last 30 days for linked return calls, covered callbacks, human connections, Meeting Set outcomes and median time to the first linked return. Only newly recorded exact-call links count. Older handled items may have no link. These are call outcomes, not confirmed held meetings. If evidence is unavailable, the callback queue remains usable.
Read Original due after verified work
On enabled internal views, a date-only follow-up marked Worked, needs next step shows Original due when it has both a saved due date and qualifying outreach evidence. The date is visually subdued because it is context for the work already attempted. It is not cleared or moved, and the follow-up remains open. Timed promises, confirmations, missing evidence, and work that needs attention keep Follow-up Date. Review Activity Notes and choose the next step using the controls available in that view. Last Outreach separates the call or email reply date, recorded result, and Worked · needs next step onto separate lines. Hover for available time and actor details.
Call all visible work or a selected subset
On an active-campaign-only internal board, open a supported Pending family: Potential, Asked for Info, Referral, or Reschedule. Call all uses the currently filtered callable contacts without selecting checkboxes. Select rows to reveal Call selected for that subset. Counts show eligible contacts inside your calling assignment or active relief coverage. In the embedded Potential list, these controls follow that list’s own filters and selection. One campaign opens directly in the Dialer; multiple campaigns use the existing guarded sequence. An unavailable account or client, or no eligible visible contacts, leaves Call all disabled with an explanation. Checking campaigns disables launch while checks run. The standalone Potential Meetings page keeps its existing controls.
What the buttons do
- All / family tabs
- Switches between the internal read-only combined overview and each focused working queue. Confirmation includes only active Meeting Set and Meeting Rescheduled records, and grouped views omit empty families after filtering.
- Reminders
- On an enabled internal pilot board, opens the read-only collection of paused Potential, Asked for Info, and Reschedule work.
- Remind Me / Change Reminder
- After Activity Notes load on an expanded eligible row, creates or revises a future reminder with a required reason.
- Cancel Reminder
- From an expanded Reminders row after Activity Notes load, confirms cancellation and restores the Follow-Up Date that existed before the reminder was first set.
- Priority state
- On enabled internal boards, filters Pending by Needs attention, Worked, needs next step, Scheduled, or Needs date. All priority states is the default.
- Filters
- Opens internal property rules for action type, date, workflow state, timing, Set By, campaign, prospect or company, title, and timezone.
- All Timing / Overdue
- All Timing retains open matches. Overdue uses exact-action call evidence in the priority pilot, with timed obligations retaining urgency. Other boards retain their existing recent-outreach rule.
- Last Outreach
- Shows Loading while evidence arrives, then the newest qualifying call or confirmed sent email. Imported email is a labeled history fallback, never proof of completed follow-up. Sorting and recency filtering activate after the evidence read.
- Follow-Up Date
- Opens a calendar above the list so an authorized internal user can change or clear the date from a direct Potential, Asked for Info, or Reschedule queue.
- Select all visible potential meetings
- Selects only eligible rows in the focused lightweight Potential queue.
- Call campaign
- Opens one Dialer group for the selected callable prospects in that campaign.
- Call
- Opens the permitted prospect in the correct campaign Dialer when all current safeguards pass. On a Callback row, it keeps the Dialer tied to that exact callback. A provider-backed No Answer from the verified direct session applies the guarded seven-calendar-day retry rule to eligible Asked for Info or exact Callback work.
- Complete
- Records the outcome entered in an expanded Callback row without changing the prospect or meeting stage.
- Inbound callbacks
- Opens the missed callback and voicemail recovery queue with its pending, snoozed, and handled work.
- Redial in dialer
- Opens a matched callback contact in the Dialer while preserving normal status, blocklist, and session checks.
- Add Note / Save note
- Lets an internal user append a contact note from an expanded focused row and refreshes Activity Notes after the save.
- Activity Notes: Reminders
- Filters the unified activity timeline to reminder creation, change, and cancellation events.
- Export CSV
- Downloads the rows that match the active tab, search, campaign, Set By, timing, priority, stage, and property filters.
- Remove from Follow-Ups
- For authorized internal users on supported accounts, opens the removal confirmation after Activity Notes successfully loads on an eligible Potential, Asked for Info, Referral, or Reschedule row.
- Call campaign sequence
- Prechecks callable Reschedule work in at least two eligible campaigns inside your calling assignment or active relief coverage, then opens each in its own Dialer session. The count excludes campaigns outside your assignment.
- Activity Notes: Emails
- Shows the contact's latest valid sent campaign, responder, and Inbox email activity for the selected client. Loading and empty states use the inclusive sent emails label, and synchronized duplicates appear once.
- Removed from Follow-Ups
- Shows authorized retained removal history through the stage filter, including when new removals are temporarily disabled.
- Call all / Call selected
- On active-campaign-only boards, open all currently filtered eligible contacts or a checked subset. Counts are contacts. One campaign opens directly; multiple campaigns use the guarded sequence. Calling access and assignment still apply.
- Reply needs attention
- On internal boards while the priority rollout is active, filters to open work with an unanswered qualifying prospect reply. Also available in advanced due-timing rules.
- Oldest first / Newest first
- Change callback received order and return to page one.
- Previous page / Next page
- Move through pending inbound callbacks, up to 250 items per page.