Follow-up Tasks from a Call

Adding a follow-up task

1. Open the call from your Conversations page.
2. In the Follow-up tasks box, click + Follow-up task.
3. Pick what kind of follow-up it is (see below).
4. Check the title, add a note if you like, and set the date and time.
5. Click Create task. For an AI callback, the button says Book callback & create task.

The form already shows who was on the call, their number, the date and the assistant. The title is filled in for you, for example Follow up with Jane Buyer · call on Oct 13, 2026, and you can change it.

The three kinds of follow-up

• AI calls back. Your assistant calls the person back at the time you pick. TriLuna books the call and creates a task for it, and the task shows when the callback is set for. The time is in your own time zone.
• Human follow-up. A reminder for you or someone on your team to get back to them.
• Custom note. Anything else you want to remember about this call.

AI callbacks and human follow-ups start at High priority. Custom notes start at Normal. You can change the priority in the form.

When AI callback isn’t available

AI calls back is greyed out, with the reason shown, when:

• the call has no phone number to call back, for example a web or app conversation
• the other number on the call is your assistant’s own line
• you can only view this assistant. You need owner or manager access to have it place calls.
• it was a campaign call and you aren’t the campaign’s owner
• the call was only shared with you (see Calls shared with you)

On a campaign call, the callback goes through the campaign itself. The campaign’s calling hours and do-not-call list still apply, and the contact gets a Callback badge on the campaign page. See Retrying a campaign contact.

To change the time of a booked callback or cancel it, go to the Scheduled list at the top of your Conversations page.

Done + follow-up

Already have a task from this call? Click Done + follow-up next to it. TriLuna marks that task as done and opens the form for the next one. The new task shows follow-up of earlier task, which links back to the one you finished. Use this when the first step is done and something else needs to happen next.

Who gets the task

The task goes to you, the person who creates it. If you have owner or manager access to the assistant and someone else owns it, you can choose to assign it to the assistant’s owner instead.

Each person only sees their own tasks in the Follow-up tasks box. If two people can open the same call, each one sees the tasks assigned to them.

Calls shared with you

If someone shared a call with you, by a share link or by sharing it with you directly, you can add follow-up tasks to it too. Human follow-up and Custom note work as usual, and the task goes to you. AI calls back and assigning the task to the assistant’s owner aren’t available, because those act on the owner’s assistant. Ask the owner to book the callback, or to give you access to the assistant.

Finding the task later

Your follow-up tasks are on the Tasks page, along with all your other tasks, and your morning briefing includes them. Click Open task in the call’s Follow-up tasks box to go straight to it. From the task, click View call to get back to the conversation.

Related

• Tasks and stale tasks: working with your task list.
• Campaign follow-up tasks: tasks TriLuna creates on its own after campaign calls.
• Retrying a campaign contact: callbacks on campaign calls.