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

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

⚡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:

(a) convert missed calls into sales/support callbacks,

(b) measure follow-through, or

(c) 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).

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Alt text: Enabling follow-up rules

  1. Select Add New Rule.
  2. Fill the form:
    1. Rule name: Missed Sales Calls
    2. Criteria: All missed incoming calls OR calls tagged “Lead”
    3. Destination: choose the Sales Department or a specific user
  3. 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).

7. 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