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How to Document Follow-Up

This section will walk you through how to navigate to and document follow-up to feedback.

  1. From your dashboard, identify the feedback response you wish to document follow-up on.

  2. Once identified, click the follow-up button located at the end of the row under the Review & Follow-Up column. This will open a new window in your browser.

  3. When the new window opens to the Response Report, you can quickly navigate to the follow-up section by clicking the Follow-Up button located in the top header. Alternatively, you can use your mouse wheel or arrow keys to scroll to the bottom of the page.

  4. The Follow-Up section consists of three options to assist you with documenting follow-up. Please note they are listed below according to how much each is utilized (ex. Reply To is used the most).
    1. Reply to "XXXXXXX"
      1. This section has the AI-generated feature that can be used to populate verbiage based on the scores and comments recorded by the responded. Please note that your firm may not have this feature enabled. If so, and you would prefer it to be turned on, contact your agency's CSM today.
        1. To utilize, click the Generate button.
          1. This has to be turned on for your firm. If you do not have this feature available, please contact your Client Success Manager for additional information.
          2. For more information on the AI-generator for Follow-Up feature, please click here.
      2. Once AI has generated the response and populated it in the text box below, it is suggested that you review it for accuracy.
      3. The option to attach a document to include as a part of your follow-up is available as well.
        Once satisfied with the verbiage, click the Send button.
        1. A pop-up window will appear. This pop-up is reminding you to make sure you review the AI-generated verbiage. Click Send to proceed.
        2. By clicking the Send button, an email that includes your follow-up verbiage, scores and comments will be sent out of Client Feedback Tool (CFT) directly to the designated respondent. 
      4. Once sent, your follow-up via the Reply to "XXXXXXX" section will be embedded into the Client Feedback Tool (CFT) and can be seen just above the Follow-Up section.
    2. Document a Note
      1. This section is used when the follow-up is taken off-line.
      2. Example: Let's say you scheduled a conference call with the respondent to review feedback. You could conduct that call, and then enter the notes from the call.
      3. Allows you to attach a document to include as a part of your follow-up.
      4. Once satisfied, click the Save button.
      5. Once saved, your Document a Note Follow-Up will be embedded into the Client Feedback Tool (CFT) and can be seen just above the Follow-Up section.

    3. Forward Report
      1. This section is available to quickly forward the response / answers report to another team member(s) that has a user account in Client Feedback Tool (CFT).
      2. Click in the empty dialog box just below Forward Report to enter the recipient(s).
      3. Select the toggle to "Send as a PDF" (preferred).
      4. Once satisfied, click the Forward button to send the report.

Note: Our suggested strategy guides are available to export and/or review while documenting your follow-ups. The strategy guide available to export/review is based on the scores and comments that were recorded in the response above. You will notice them in the Reply to "XXX" and Document a Note sections. Simply click the PDF Guide button to open.

For more information pertaining to our Strategy Guides, click here.