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Schedule and handle a callback

A callback (terugbelafspraak) is a "call this client back at this time" task. It's a lightweight task type that shows up in your My Work queue and on the client's 360° view, so nothing falls through the cracks after a missed call.

Goal​

Schedule a callback on a client, then pick it up from your queue and mark it done.

Prerequisites​

  • The client already exists.

Steps​

1. Open the client's detail page​

2. Open the Tasks tab on the client's sidebar and click + Add Item​

Callbacks are a Task with type Callback (terugbelafspraak). They live on the Tasks sidebar tab (not on the timeline). The Add Item dialog has a Type picker; pick Callback to get the callback-specific fields.

Schedule callback

3. Set when and who​

  • When: date and time to call back.
  • Assignee: defaults to you; reassign to a colleague if needed.
  • Note: what the call is about.

Callback form

4. Save​

The callback appears on the client's 360° view and in the assignee's My Work queue.

5. Work it off your queue​

When the callback is due, open My Work, find it in the callbacks/tasks tab, make the call, then mark it Done, optionally logging a contact moment in the same step.

Working a callback

Verification​

  • The callback shows on the client's 360° view with the scheduled time.
  • It appears in the assignee's My Work queue.
  • After marking done, it drops off the queue and the client's history logs the completion.

Common issues​

SymptomFix
Callback doesn't appear in My WorkCheck the assignee. If you reassigned it, it's in their queue, not yours.
No reminder firedNotifications for callbacks must be enabled. See Notifications & activity feature reference.

Reference​