# 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.

Source: https://business.mysmartassistant.ai/docs/follow-ups

## 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**.

_Follow-ups with status cards and Auto-callback_

## 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**.

1. Press **Answer** on the row.
2. Type your reply under **Your answer (MySA will say this on the call)**.
3. 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.

1. Someone on your team rings the customer.
2. 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](https://business.mysmartassistant.ai/docs/lead-feed). If you want the AI to hand such callers to a person during the call itself, see [Call transfer](https://business.mysmartassistant.ai/docs/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](https://business.mysmartassistant.ai/docs/visit-reminders).