Follow-up by call outcome
Automatic follow-up messages and agent tasks based on the call outcome (hot lead, information request, no answer).
3 min read
Every call ends differently: one caller wants a viewing today, another just wants the listing link, another can't be reached at all. The AI voice assistant writes each call's outcome to the CRM, and automations start the right follow-up for it. No call is left at "we'll get back to them".
How it works
- The call ends. The assistant decides the outcome and adds the matching tag to the contact. See CRM updates after a call.
- Hot lead (
hot-lead): the agent gets a task and a notification; the contact gets a "one of our agents will call you today" message. - Information request: the requested listing or information is sent on WhatsApp; a few days later a short "Did you get a chance to look? Would you like to see it?" follows.
- No answer (
no-answer): if an outbound or call-back attempt didn't connect, the scenario waits 3 hours and sends a polite WhatsApp; if there's no reply, the agent gets a call-again task.
Calls that end in a booking go into the confirmation and reminder scenarios instead. See Confirmations and reminders.
What the contact sees
Sample texts (sent as approved templates):
| Outcome | Message |
|---|---|
| Hot lead | "Hi Ahmet, thanks for your call. Selin, one of our agents, will ring you today." |
| Information request | "Hi Zeynep, here's the Beylikdüzü 2+1 we talked about: atlasemlak.com.tr/ae-1057. Any questions, just reply here." |
| No answer | "Hi Can, we tried to call but couldn't reach you. Message us here or give us a ring when it suits you." |
Note
The listing link the assistant sends during a call isn't an automation; the assistant sends it itself while the call is in progress. See WhatsApp listing links. The information request scenario covers what needs to go out after the call.
When the contact replies
Every reply to a follow-up appears in Conversations, in the contact's thread. For 24 hours after they reply you can continue with free-form messages; if Conversation AI is on, the bot can reply too.
Scenarios stop when the contact replies or books an appointment, so nobody gets message after message. In the "no answer" scenario, no call-again task is created if the contact replied.
Agent tasks
The hot lead and no answer scenarios create tasks for the agent. The task includes a summary: enquiry type, area, budget, listing of interest. You'll find tasks on the contact record and in the task list. See Tasks and notes.
Tip
Make it a team rule to close hot lead tasks the same day. If the assistant told someone "we'll call you today", that's your agency's promise.
What you can change
- Pause a scenario (Draft).
- Carefully change wait times (e.g. 2 hours instead of 3 for no answer).
- Small wording fixes in free-form message steps.
To change outcome types, tags, the agent who gets the task or template texts, contact your consultant. See Turn on, off and edit.
Common issues
No task was created for a hot lead. The assistant may not have marked the call as a hot lead. Check the call summary and the contact's tags; send your consultant an example of the assistant's judgement.
The contact got two different follow-ups. They may have been marked with different outcomes in two separate calls (e.g. first no answer, then information request). Check the scenario history.
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