Follow-Up Tasks & Events
While on a call, automatically set up the softphone to create follow-up activities after the call ends. Based on your configuration and user selections, the system can create a follow-up task, open or update today’s task, or even create a new calendar event.
How it works
As long as the call is active or not saved, you can tick one of the options. Tasks and events become active once you click the Save button.
Available options
Option | Description |
|---|---|
Don't save | Follow-up options are ignored. |
Follow-up task | Creates a new task after the call ends. |
Follow-up task + Delete today's task | Deletes today’s open task if it meets specific criteria. |
Follow-up task + Complete today's task | Marks today’s open task as completed. |
Open today's task | Opens today’s task for editing instead of creating a new one. |
Open latest task (recommended) | Opens the most recent open task for editing. |
New event | Creates a calendar event instead of a task. |
UI comparison
Salesforce Lightning
Salesforce Classic
Options details
Follow-up task
You need to enable Follow-up task in Call Center Settings.
If Follow-up task is selected a New Task window opens after the call ends. The user can enter a Subject and Due Date.
If the call was associated with a related object (e.g. Opportunity, Case), it is automatically assigned as the Related To in the new task.
This process results in two activities being created:
- A Call activity
- A Follow-up Task with status: Not Started
Follow-up task + delete today's task
You need to enable Follow-up task + delete today’s task in Call Center → Workflows.
In addition to creating a follow-up task, today’s task is deleted. This option is useful when the current task (e.g., "Call Contact") is complete and you want to replace it with a new follow-up. As such, the task will be deleted only if all criteria are met:
- Status: Open
- Assigned to the current user
- Due today
- Associated with a contact
- The call was placed from that contact
- Sub-Type is Task (not email, event, or call)
Follow-up task + complete today's task
You need to enable Follow-up task + complete today's task in Call Center - Workflows.
Similar to the previous option, except instead of deleting the task, it’s marked as completed.
- Uses the same criteria as task deletion.
- Allows you to document progress while creating a next-step task for a follow-up call.
Open today's task
You need to enable Open today’s task in Call Center → Workflows.
This option opens today’s task for manual editing.
- The criteria to meet are the same as for the task deletion. If no task meets the criteria, a new task is created automatically.
- You can update the Subject and Due Date to reuse the task as a follow-up.
Open latest task (recommended default)
You need to enable Open latest task in Call Center → Workflows.
Opens the most recent open task (regardless of due date).
- The criteria to meet are the same as for the task deletion. If no matching task is found, a new follow-up task is created.
- Like the previous option, you can change date and subject line and reuse the task.
New Event
If selected, a new calendar event is created instead of a task.
You need to enable New Event in Call Center - Workflows.
Preselect an option as default
You can predefine which follow-up action is selected by default. To activate this feature, navigate to
- Inbound calls: Configure default behavior in Call Center → Workflows → Incoming call - default
- Outbound calls: Configure default behavior in Call Center → Workflows → Outgoing call - default
Copy phone note to Follow-up task
Enable this to automatically copy the phone note from the call activity to the follow-up task. This removes the need to reference the original call activity to find call notes.
You will need to enable Copy phone note to follow-up task in Call Center → Workflows.
Special considerations for Salesforce Classic
If you dial from a task and tick Follow-up task then this task is edited instead of creating a new task. If the Don’t Save option is ticked, all follow-up actions are disabled, and no post-call tasks or events are created.