Resk Support

Follow-ups

Tasks and follow-ups

Quick answer - Tasks, Actions, or Follow-ups are the to-dos Resk creates when a customer needs staff attention. Open the item, read the context, do the work, then mark it done.

Use this guide when - Whoever owns the inbox for the day.

Before you start - Decide who is responsible for checking follow-ups during each shift.

Open follow-ups

  1. Choose Follow-ups, Actions, or Tasks from the menu.
  2. Sort by newest, due date, or priority if available.
  3. Open urgent or overdue items first.
  4. Check whether any item is assigned to you or your team.

Follow-ups reminder

What appears here

Follow-ups may include:

  • Callback requests.
  • Missed-call review.
  • Message replies.
  • Booking problems.
  • Payment follow-ups.
  • Garage quote approvals.
  • Restaurant delivery or reservation exceptions.

Complete a follow-up

  1. Open the item.
  2. Read the linked call, customer, booking, order, job, or invoice.
  3. Decide what action is needed.
  4. Call, text, update, or assign the work.
  5. Add a short note if another staff member may need context.
  6. Mark it done only when the customer or staff action is actually complete.

Reassign a follow-up

  1. Open the item.
  2. Choose the owner, assignee, or team field if available.
  3. Select the right person.
  4. Add a note explaining what is needed.
  5. Save.

If reassignment is not available, leave a note and tell the person directly.

Snooze or defer work

Use snooze only when the next action truly belongs later.

Good reasons:

  • Customer asked for a callback tomorrow.
  • Waiting for parts, table confirmation, or payment.
  • Manager approval is needed.

Bad reasons:

  • The queue is busy.
  • You are not sure what the task means.
  • The customer is upset and needs attention now.

Add a manual reminder

Use manual reminders for work a staff member needs to remember even if the AI did not create it.

  1. Open Follow-ups.
  2. Choose Add reminder.
  3. Describe what someone should do, such as Call customer.
  4. Add extra notes if helpful.
  5. Choose urgency.
  6. Save the reminder.
  7. Confirm it appears in the follow-up list.

Daily routine

At opening:

  1. Clear overnight urgent items.
  2. Assign anything that belongs to another staff member.
  3. Review callbacks due today.

During the day:

  1. Check after call peaks.
  2. Keep urgent items out of the general queue.
  3. Mark work done as soon as it is finished.

At close:

  1. Clear customer-facing urgent items.
  2. Leave notes for tomorrow.
  3. Check that no callback is due after staff leave.

Common mistakes

  • Clearing email but forgetting the Resk follow-up queue.
  • Marking work done because someone plans to handle it later.
  • Leaving urgent callbacks mixed with low-priority admin tasks.
  • Not opening the linked call before replying to a customer.

Last updated: April 2026