QRG - CRM IQ - Completing Follow-Ups
A follow-up is an item on a prospect or resident record that reminds an agent to contact the prospect or resident. Use follow-ups to help ensure that prospects can complete the leasing workflow and that residents are satisfied. You can manually add follow-ups to a record, or set up follow-up templates so that CRM automatically adds follow-ups when certain conditions apply.
When a follow-up is created, either manually by a user or automatically by CRM, it is assigned to an agent with a due date and time. While the agent should complete the follow-up before it's due, they can still complete the follow-up after it's due if they complete the follow-up within the grace period.
You open and complete follow-ups from either the agent dashboard or the guest profile.
Completing an Auto-Generated Follow-Up
1. Within the prospect profile, open the Activities flyout on the right side of the screen.
2. Within the Activities view, automated follow-ups will appear under Timeline. Follow-ups may be completed and saved by selecting the Save button in the bottom right corner.
Creating and Completing a Custom Follow-Up
1. To create manually create a follow, you will begin by heading to the prospect profile and opening the Activities flyout on the right side of the screen.
2. Within the Activities window, under Add New Activity, select Follow-Up. Enter a Description, Due Date and Due Time, assign yourself under Agent, select a Channel from the dropdown (Any, Email, Call, or Text), and any notes within the Optional Notes section. Once complete, select Save in the bottom right corner.
3. You will then see the custom/manually created within the activities view under Timeline. From there you will be able add a Result (Email, Call, or Text), update the Optional Notes section, and Complete the Follow-Up.
4. The completed follow-up will now be shown in the Activities flyout under the Historical section.