Notes vs. follow-ups

Calliyo stores notes and follow-ups in the same underlying table, but they behave very differently in the UI and in your workflow. Understanding the distinction will make your timeline cleaner and your reports more accurate.

The two-line summary

When to use a note

Anything that’s for the record but doesn’t require future action:

• “Lead mentioned they’re evaluating Competitor X.”
• “Sent pricing PDF on 2026-05-10.”
• “Decision-maker is the office manager, not the CEO.”
• “Don’t call before 11 AM — they’re on the warehouse floor.”

Notes are timestamped and show up on the lead’s timeline.

When to use a follow-up

Anything you’ve committed to doing at a specific future time:

• “Call back Tuesday 2 PM after their team meeting.”
• “Re-engage in 30 days if they haven’t responded.”
• “Reach out after their renewal date in June.”

A follow-up always carries a date/time. When that date arrives, it shows up on the agent’s dashboard as “due today” — and as “overdue” the day after if not resolved.

A common mistake

Agents who only ever use notes will appear (in reports) to never have follow-ups due — even though their leads are clearly being nurtured. The “Followups” status will be empty, and the team’s pipeline-health metrics won’t reflect reality.

If you see this pattern, retrain on the difference. Notes are for what happened; follow-ups are for what’s next.

Under the hood

If you ever query the database directly: both notes and follow-ups live in the follow_ups table. Notes are distinguished by status = "Note" and resolved = true. Future-dated entries with resolved = false are follow-ups.

This is a useful mental model when working with the API — both endpoints write to the same table, just with different fields populated.