Complete a Follow-up Activity

Complete a Follow-up Activity

Complete a Follow-up Activity

When a scheduled follow-up activity is due, the Follow-Up section on the left side of the main Contacts page will appear in red with the number of overdue follow-ups assigned to you in parenthesis. To complete a scheduled follow-up activity, complete the following steps:
  1. View a Contact Record with a scheduled follow-up activity
  2. Scroll down to the bottom of the contact record and click the button to 'Edit the follow-up below'
  3. In the pop-up window that appears, adjust the fields according to the outcome of the follow-up activity and click 'Save'

How to Close/Cancel scheduled Follow-up activities

There are three ways to close/cancel scheduled Follow-up activities.

Option 1: Editing the Scheduled Follow-up Activity

Both Manual and Automated Follow-up Activities can be closed/cancelled from the Contact Record individually.
  1. Log into iCarol as a user with access to view/edit submitted Contact Records
  2. Click on “Contacts” from the left menu
  3. Navigate or search for the Contact Record and open to view details
  4. Edit each scheduled follow-up activity to set the status to “Closed”

Option 2: Bulk close from the schedule follow-up page

This option allows users to bulk close scheduled follow-up activities
  1. Log into iCarol as a user with access to follow-up activities
  2. Click on “Contacts” from the left menu
  3. Click on the “Follow-up” or “Survey” link in the sub-menu
  4. Select the scheduled follow-up activities to close by checking the box
  5. Click “Close selected items” 


Option 3: Bulk Cancel from Profiles

The third option for bulk closing scheduled follow-up activities is available when Profiles are used and associated to the Contact Record.
  1. Log into iCarol as a user with access to Profiles
  2. Click on “Profiles” from the left menu
  3. Search for or navigate to the Profile to review
  4. Click on the “Follow-ups” tab
  5. Select the scheduled follow-up activities to cancel
  6. Click “Bulk Cancel Follow-up Activities
 

Document outcomes on a separate but linked Contact Record (new workflow)

  1. View a Contact Record with a scheduled follow-up activity
  2. Scroll down to the bottom of the contact record and click the button to 'Edit the follow-up below'
  3. Click on the drop down to create a related contact record

      4. A new tab is opened with the related contact form
      5. Basic information for the call report will populate from the initial call report
      6. Document any required fields and click submit
      7. You will receive a “It is now safe to close this window…” message and you can close the window. 
      8. Click “Close this window”
      9. The window will close and return you to the initial call report
      10. You will then see the submitted follow-up form now associated with the follow-up activity and related call report

You can click on the Related Survey/Report to review


Notes
Related forms can be configured by admin level users using Manage Contact Report settings/Overall Settings

Follow up activities via SMS/Text messages

If you choose, you can turn on a setting that will allow you to complete follow-up activities via SMS/Text messages from within a call report. To turn this setting on, you must be an Admin in iCarol. 
  1. Go to Admin Tools on the left side of your screen
  2. Click on the Messaging tab
  3. Enable the setting 'Allow staff and volunteers to send outbound SMS messages from call report follow-up activities'
  4. Click Save all settings
When you turn this setting on, the iCarol default number will be used, unless you request otherwise. If you would rather use a phone number you own, then please have a designated Support Contact submit a case by going to 'Help' in the left side menu to request this setting be adjusted. 

If you have told iCarol Support to use the same phone number when sending SMS follow-ups as you use for an SMS portal in iCarol, then if the individual who receives the follow-up message sends an SMS message back to the follow-up message, their response will be sent to the SMS queue associated with that phone number as a new conversation if the SMS portal is online, or they will receive the offline message if the SMS portal is offline.

If you have a phone number that is only enabled for one-way texting, you can request iCarol Support to customize the auto-response message if a help seeker responds by text after receiving a follow-up text message from you. It is recommended maximum number of characters you should include in a message is 160. This makes it so the message is likely to fit into one text message when received by the help seeker.

If you have chosen to use the iCarol default phone number (415-233-8267), the following message is sent in response to help seekers, and can't be customized: This phone number does not accept text messages at this time.


Steps to schedule an SMS follow-up activity on a call report:
  1. From the 'Schedule a Follow-up Activity' area within a call report, to schedule a follow-up activity to be completed by SMS, make sure the following field selections are made:
  2. Contact Method: SMS/Text Message
  3. Mobile phone (for SMS): help seekers cell phone number
  4. Set the Status to 'Open', fill out any required fields and click 'Submit' or 'Add New Follow Up'
Steps to send an SMS follow-up activity on a call report via the View screen:
  1. Click the call report number of the call report to which you want to add a follow-up activity
  2. On the 'view' screen, scroll down to the Follow-up Activities section
  3. Click 'Reply via Texting/SMS' button (note: a phone number must be entered into the 'Texting/SMS phone' field of the follow-up activity)
  4. A new window will pop-up with the Texting/SMS phone from the call report populated as 'Texting to:'
  5. Type in your message in the Message field and click the 'Send' button

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