Completing and Transferring a Follow-Up
How to log an activity, submit a report, mark a follow-up complete, and hand it off to someone else when needed.
Logging an activity
Open a follow-up from the Follow-Ups list to see its profile. Each follow-up can have multiple activities logged against it over time, building a running history under the Timeline tab.
Submitting a report
When you log an activity, you'll fill out a short report:
- Method - Phone call, Home visit, SMS, WhatsApp, or Other
- Outcome - Contacted successfully, No response, Member returned, Member relocated, Follow-up required, or Wrong contact information
- Notes and an optional Next action date
A report doesn't automatically close a follow-up. Completion requires an explicit action - either you submit a report and check "Mark as complete," or an administrator reviews the report and marks it complete separately.
Transferring to someone else
Click Transfer, pick the new assignee, and they'll get an SMS notification. The case status changes to Transferred, and the full activity history moves with it.
Completed follow-ups are protected
Once a follow-up is marked Completed, it can't be deleted. Administrators can reopen it, archive it, or view its full history.
Related Articles
Setting Up Auto-Assignment for Follow-Ups
Choose between Follow-up Team, Group Leaders, or Both (Smart) mode, and understand exactly how each one decides who gets assigned.
Understanding Follow-Up Team Matching Scores
The exact points behind Follow-up Team auto-assignment, so you know why a specific person was chosen.
Managing Your Follow-Up Team's Capacity
Understand how Max Active Assignments protects your team from being overloaded by auto-assignment.
Message Templates for Follow-Up Notifications
The default SMS templates behind every assignment, transfer, reminder, and completion notice.