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# What are Follow-Ups in MyOperator and how do I set them up for missed-call callbacks?

| 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

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## 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.

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## 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

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

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

![](https://content.api.getguru.com/files/view/6455657c-33fd-4867-b262-1a3e2c59811c)

*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.

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## 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.

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## 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.

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## 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.

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## 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). |

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## 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.

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