Short answer: Yes, if you’re an Admin. Admins can create, enable/disable, and edit Follow-Up rules; standard Users can only work the follow-ups they receive (assign to self, add notes, snooze, complete, or transfer).

Who can do what

• Admins: Create, enable/disable, and edit Follow-Up rules; set conditions (e.g., missed calls, voicemail, department) and assignment (to a user or department).
• Users (non-Admin): Cannot create/modify rules. Can assign to self, add notes, snooze, transfer, and complete follow-ups.

Prerequisites

• Role: You’re signed in as an Admin.
• Feature: Follow-Up is available on your plan.
• Routing context: Relevant Departments and Users already exist and are active.
• Where: MyOperator web dashboard.

Follow-Up rule = an automation that creates and assigns a follow-up when certain call conditions are met (e.g., Missed call to Support → Create follow-up for Support).

Create a new Follow-Up rule

1. Go to Calls → Follow-Up in the dashboard.
2. Open Rules (or Enable Rules / Add New Rule).
3. Click Add New Rule.
4. Name the rule (e.g., Missed Call — Support).
5. Set conditions, such as:
• Event: Missed call or Voicemail created
• Department: e.g., Support or Sales
• (Optional) Time window or business hours (if available in your account)
6. Assignment: Choose Assign to Department or Assign to User.
7. (Optional) Due/SLA or reminder settings (if available).
8. Click Save and toggle the rule On/Enabled.

flowchart LR  A[Call ends] --> B{Matches rule conditions?}  B -->|Yes| C[Create Follow-Up]  C --> D[Assign to User/Department]  D --> E[Notify assignee]  B -->|No| F[No follow-up created]

Alt text: Flow showing a call event evaluated against rule conditions; on match, a follow-up is created and assigned. Caption: How a Follow-Up rule works.

Enable/disable or edit an existing rule

1. Go to Calls → Follow-Up → Rules.
2. Use the toggle to Enable/Disable a rule.
3. Click Edit to update conditions or assignment, then Save.

Verify the rule works

1. Trigger a test that meets your conditions (e.g., place a missed call to the Support department number).
2. Go to Calls → Follow-Up → My/All and confirm a new follow-up appears with the expected assignee.
3. Open the call timeline/logs to confirm the rule name (or follow-up creation event) is recorded.

Expected result: A follow-up is created automatically and assigned per your rule.

Common edge cases & tips

• Wrong assignee? Check the rule’s assignment target (User/Department) and ensure targets are active.
• Multiple rules might apply: If your account supports rule ordering/priority, place the most specific rules above broader ones.
• Low volume? If no item appears, your test didn’t match the conditions (e.g., called a different department).
• Users can’t see rules: That’s expected; only Admins can manage them.

Troubleshooting

<details><summary>I’m Admin but can’t see Rules</summary>Your plan may not include Follow-Up **rules**. Check plan features or contact your account owner to enable the feature.</details><details><summary>Rule saved but no follow-ups are created</summary>Confirm you **Enabled** the rule, your test actually **meets conditions** (event/department), and the **assignee** exists and is **active**.</details><details><summary>Need to pause rules temporarily</summary>Use the **Enable/Disable toggle** in **Calls → Follow-Up → Rules**. Re-enable when ready.</details><details><summary>Hand off to Support</summary>