Follow-ups in contact

How to consult and filter follow-ups in a contact's record

The follow-ups section in a contact's record is a fundamental tool to thoroughly review the complete history of interactions, tasks, notes, and recorded actions. This section offers a clear and structured view that makes it easier to understand what actions have been taken with a client, who carried them out, and the specific context of each activity.

In addition to showing the most recent records, the system allows access to the full history, including follow-ups linked to other related elements, and applying advanced filters that speed up the search for specific and relevant information.

What information the follow-up history shows

In a contact's record, the follow-ups area gathers all records associated with that person. Each follow-up presents key data that allows precise interpretation of the actions performed:

• • Type of follow-up: classifies the nature of the action, such as an appointment, a contract, a call, or any other type of communication.

• • Assigned agent: identifies the person responsible who recorded or managed the action.

• • Subject: provides a concise summary of the main reason for the follow-up.

• • Content: provides the full detail of the action, conversation, or management performed.

This combination of information facilitates a comprehensive analysis of the contact's journey without needing to consult multiple sections individually.

How to access a contact's follow-ups

To consult the follow-ups, it is necessary to access an existing contact record in the system. The steps are as follows:

• • Enter the Contacts module from the main sidebar.

• • Open the record of the contact you want to review.

• • Verify that the record is in view mode, as the consultation is done from this view.

• • Select the Follow-ups section to display the information.

Initially, the most recent follow-ups are shown. If there is a larger volume of records, use the see more option to access the full history and browse all available records.

The history centralizes all recorded follow-ups to facilitate detailed consultation of the contact's activity.

Consult the full history and related follow-ups

The expanded view of the history allows an in-depth review of all follow-ups from their start to the current date. This functionality is especially valuable when a contact has been managed over a long period or accumulates a large number of interactions.

By default, the related follow-ups option is activated. This means the list is not limited only to follow-ups generated directly in the contact's record but also includes those linked to other elements associated with the same client.

For example, if the contact is related to a claim, the system will show both the contact's own follow-ups and those of the claim, providing a more complete and detailed perspective of the commercial or administrative relationship.

When to uncheck related follow-ups

It is recommended to deactivate this option when you need to analyze exclusively the follow-ups created in the current contact's record, thus avoiding the inclusion of records from linked records. This practice is useful to confirm specific actions or for detailed audits.

• • Keep the option activated to obtain a global and consolidated view of the client.

• • Deactivate it to isolate and review only the activity of the selected contact.

How to filter follow-ups

When the history includes a large number of records, filters are essential to quickly locate precise information. Filters can be applied according to the following criteria:

• • Type: to view exclusively appointments, contracts, communications, or other specific types of follow-up.

• • Agent: to identify the actions performed by a specific agent.

• • Subject: to search follow-ups based on the known title or topic.

• • Content: to find specific text included in the follow-up description.

To maximize search effectiveness, it is recommended to start by applying the most specific filter available, such as agent or type of action, and then refine the query with subject or content as needed.

The type filter allows limiting the history to the specific management category you want to review, thus optimizing the consultation process.

Create a task or note from follow-ups

From the same follow-ups window, it is possible to create tasks and notes, two complementary tools that allow recording relevant information but with different objectives.

Task

A task includes an assigned date, making it the ideal option to manage pending actions that must be carried out at a specific time, such as following up, preparing documentation, or managing an appointment.

Note

A note is recorded with the creation date but does not require a future execution date. It is especially useful to document information, agreements, observations, or communication results without needing to assign a deadline.

• • Create a task when there is a next pending step with a defined date.

• • Create a note when you need to keep a relevant fact or comment in the history without linking it to a specific date.

Common mistakes when reviewing follow-ups

• • Confusing own records with related ones: if unexpected actions appear, check if the related follow-ups option is activated.

• • Not using filters in extensive histories: manually searching through numerous records can considerably slow down the consultation.

• • Using a note for a pending action: if there is an execution date, it is preferable to create a task to clearly reflect the planning.

• • Searching follow-ups in edit mode: this information should be consulted in view mode, as it is not available during record editing.

Practical summary

The follow-up history centralizes all activity related to a contact, also allowing expanding the consultation to linked records and applying filters by type, agent, subject, and content to optimize management. To maintain an orderly and effective follow-up, use tasks when there is an action with a defined date and notes to record relevant information without associated deadlines.