The Follow Up Page

Jump To:

• What is the Follow Up Page?
• Task Types
• Follow Up Details
• Contact Details
• Prior Call Recordings
• Texting Contacts from the Follow Up page
• Manual Follow-Up Tasks

What is the Follow Up Page?

• When registrants sign up for a workshop, request an appointment, or fill out an email survey, Breakthrough will generate a follow-up plan to help you nurture and confirm their attendance.
  
  
• All contacts with a manual or automated follow-up task will automatically appear on the Follow Up page when the task is due.
  • Remove tasks by updating contacts on the Follow Up page
    
    
• If a contact on the Follow Up page is not updated, they will remain on the Follow Up page until they are updated. It's important that you update your follow-ups through this page so that the system can track the activity and phase the contact appropriately. 

Task Types

• Appointment Requests
• Appointment Updates
• Workshop Registrations
• Workshop Confirmations
• Workshop Attendance
• Manual Follow Ups
• No Shows

Follow Up Details

1. Task Type (Status Update, Call, SMS, Email)
2. Contact Name
3. Task Due Date (in red if overdue)
4. Task (Attempt) Number
5. Relevant Date (Appt. Date, Registration Date, Date Manual F/U Created)
6. Contact Source

Contact Details

• Click on a task to see an overview of the contact history and details. 
• Learn more about the lead, record notes, document outcomes, update personal information, manage subscription settings, and monitor the follow-up plan. 
• Update contact Activity Outcome based on the current status 
• Click the contact name in the detail window to open the contact in a new tab.

Quick Info for Leads:

1. Current Status
2. Next Upcoming Event (Workshop, Appointment, Graduation) 
3. Task Type 
4. Call Checklist

In this example, we can see Peter's current status (rescheduled IE), the date of the Initial Evaluation (3/5/24 @ 8:00 am), the follow-up type due (call and confirm) and the link to the call checklist.

Prior Call Recordings

• Click View Call Recording to listen to prior confirmation calls
  • A pop-up window will show previous calls and allow you to listen to them directly from the Follow Up page

Texting Contacts from the Follow Up page

• Click the messenger icon on the detail pane to toggle over to text 
• To send a text, click View Text Messages
  • A pop-up window will show previous texts and allow you to send a new text to the contact. If a contact is unsubscribed from text, you will not be able to send new messages.
  • After sending your message, update the contact's status to remove them from your tasks.

Manual Follow-Up Tasks

• At the bottom of the contact detail window is the option to create a new follow-up task
• Use manual tasks for one-off reminders and updates
  • Currently, you cannot create more than 1 manual task at a time; creating a new manual task will auto-close the current open task.

For example, if you spoke with Peter on the phone but he requested you text him tonight after 5 pm, you can create an SMS task that is due today at 5:15 pm.

Need Help? Reach out to support@getbreakthrough.com!