Articles on: MyOperator

What are follow ups? How to make best use of it?

Tip

Quick answer — Follow-ups are rule-based callback tasks that MyOperator automatically creates for missed or specific calls. After you enable a rule, every matching call lands in the Follow-Up queue, where agents can Assign, Snooze, Transfer, or mark Done—so no lead or support request slips through the cracks.


When should I use this guide?


Read this FAQ if you want to:


  • Convert missed calls into sales/support callbacks
  • Measure follow-through
  • Tune Follow-Up rules to avoid overload



1. How Follow-Ups work


  1. A call event (e.g., missed inbound) occurs.
  2. MyOperator checks your enabled Follow-Up rules.
  3. If the event meets any rule criteria, a Follow-Up task is created and routed to the chosen queue, user, or department.
  4. Agents pick tasks from the queue, call back the customer, add notes, and mark Done.



2. Prerequisites


  • Admin or Manager role with permission to Follow-Up → Rules
  • At least one department or user to receive tasks
  • Clear naming for call tags if you plan tag-based rules
  • Low-traffic window or staging account for first-time tests



3. Step-by-step: create a Follow-Up rule


  1. Sign in → Call → Follow-up.
  2. Click Enable the rules (first-time only).



Alt text: Enabling follow-up rules


  1. Select Add New Rule.
  2. Fill the form:
  3. Rule name: Missed Sales Calls
  4. Criteria: All missed incoming calls OR calls tagged "Lead"
  5. Destination: choose the Sales Department or a specific user
  6. Save. The rule is now active; every matching call spawns a task instantly.



4. Agent workflow: assign & close tasks


  1. Go to Follow-Up → Queue.
  2. Click Assign me one to claim the oldest task.
  3. Use Click-to-Call or dial manually; contextual caller info appears on screen.
  4. After speaking, add a short note, optionally Snooze (choose date/time), Transfer, or mark Done.
  5. Task leaves the queue and appears in reports.



5. When Follow-Ups don’t appear


  • Rules are disabled or no longer match the incoming call pattern.
  • Destination user/department was deleted—tasks have nowhere to go.
  • Multiple overlapping rules sent tasks to a different queue; check rule order.
  • API or manual deletions removed calls before the rule ran.



6. What is the overlap in the rule of follow-up settings?


If one call meets two or more Follow-Up rules, MyOperator triggers only the highest-priority (topmost) rule in your list and skips the rest. To control which rule “wins,” go to Calls → Follow-Up → Reorder (Set Priority), then drag the most specific or important rule to the top and Save.



7. Troubleshooting checklist


Issue

Quick check

No tasks generated

Verify Rules → Status = Enabled and that recent calls meet criteria.

Tasks in the wrong queue

Open the rule, confirm Destination mapping.

Backlog growing

Examine Follow-Up Report; either narrow the criteria or add agents.

Lost context

Enforce "Note required" before Done (Settings → Follow-Up).



8. Best-practice tips


  • Separate rules by intent (Sales vs Support) for cleaner queues.
  • Use Snooze only when the caller asks for a specific time—otherwise follow through.
  • Monitor reports weekly; >25% backlog is a signal to refine rules or increase staff.
  • Capture concise notes to avoid repeating questions on future calls.



Keywords: MyOperator Follow-Up, missed call callback, Assign me one, Follow-Up rule, snooze, follow-up queue

Updated on: 26/11/2025