Calling
Follow-ups
Follow-ups collect every customer who asked to be called back or is waiting on an answer from you, so nobody falls through the cracks.
Follow-ups
When a customer asks to be called back ("10 minute baad", "kal 3 baje"), MySA adds the request to Calling → Follow-ups, with the time they asked for. A callback reuses the original call's assistant, purpose and script, and is spoken in the language that customer was last spoken to in, shown on each row.
Statuses
| Status | Meaning |
|---|---|
| Call from a person | The customer asked to speak to someone on your team. MySA will not dial these. |
| Action required | MySA could not answer a question and promised to check. It is waiting on your answer. |
| Due now | Past its call-back time |
| Scheduled | Queued for later |
| Completed | Called back |
Call now or auto-callback
- Press Call now on a row to dial it straight away.
- Or switch on Auto-callback. Follow-ups then dial automatically at their scheduled time, and as soon as you submit an answer. With it off, follow-ups wait for you to press Call now.
Action required
Sometimes a customer asks something the AI could not answer from your Business Details, and it promises to find out. That follow-up is marked Action required.
- Press Answer on the row.
- Type your reply under Your answer (MySA will say this on the call).
- Press Save & schedule call.
The follow-up call is then scheduled, and the AI shares your answer with the customer.
Call from a person
When a customer asks to speak to a person rather than the AI, the follow-up is created but MySA never dials it. Ringing them back with the assistant they just declined would repeat what they turned down. That is why these rows have no Call now button.
- Someone on your team rings the customer.
- Press Mark called back on the row.
The row carries the customer's own words and the time they were promised, which is usually about half an hour, so watch this queue closely.
Tip: Switch on Tell me when a customer asks to speak to a person on the Lead Feed page to be told the moment it happens. See Lead Feed. If you want the AI to hand such callers to a person during the call itself, see Call transfer.
Visit reminders
A follow-up is something the customer asked for. A visit reminder is a plan they mentioned — "main Friday aa jaunga" — and MySA calls on the day to confirm. That is a separate feature with its own page: see Visit reminders.