--- title: Follow-Up Tasks & Events slug: voice/follow-up-tasks-and-events description: Create follow-up tasks and events automatically after calls with Unaric Voice for better sales and service follow-through. docTags: createdAt: 2024-03-12T17:33:28.350Z --- 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 ::::VerticalSplit{layout="middle"} :::VerticalSplitItem **Salesforce Lightning** ::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/followup-task-1-lightning.png" size="60" width="285" height="472" position="center" darkWidth="285" darkHeight="472" showCaption="false"} ::: :::VerticalSplitItem **Salesforce Classic** ::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/followup-task-1.png" size="62" width="198" height="424" position="center" darkWidth="198" darkHeight="424" showCaption="false"} ::: :::: ## Options details ### Follow-up task :::hint{type="info"} 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**. ::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/followup-task-2.png" size="68" width="838" height="684" position="center" darkWidth="838" darkHeight="684" showCaption="false"} 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* ![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/followup-task-3.png) ### Follow-up task + delete today's task :::hint{type="info"} 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 :::hint{type="info"} 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 :::hint{type="info"} 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) :::hint{type="info"} 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. :::hint{type="info"} 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. :::hint{type="info"} 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.