Keep every opportunity moving

An opportunity goes quiet when nobody has decided what happens next. Hey Customer asks you to name that one thing — the call, the email, the site visit — keeps it in front of you on the record, reminds you the morning it's due, and writes it to the timeline once it's done.

How it works

Every open opportunity has room for a next step at the top of its record, above whichever section you're looking at. It follows you between Opportunity details, Contacts, Notes and the rest, so you never have to go looking for it.

It shows one of three faces. With nothing booked, it's a box asking what happens next. With something booked, it's a single row naming the step and its date, with a Done button. Once that date has passed, the same row turns red and offers Reschedule instead of a snooze.

Next steps live on opportunities and nowhere else. Won, lost and archived opportunities show nothing at all — there is no next step for work that's finished.

Add the next step

1. Open the opportunity.
2. Type what needs to happen in the box under Add the next step. Write it the way you'd say it out loud: "Call about the renewal terms" beats "follow up".
3. Pick the kind of step from the row of icons — Call, Text, Email, Meeting, In person or Other. Call is already selected, and the name of whichever you pick appears beside them.
4. Pick when it's due: Today, Tomorrow, In 3 days, Next week, or Pick a date for anything else. Today is already selected, and the green read-out underneath always spells out the real date you've landed on.
5. Press Enter or select Add.

A title and a date are the only things required, which is the point — booking the next step should take a couple of seconds. Two optional extras sit on the right: the assignee chip, which starts as you and can hand the step to a teammate, and + Note, for context you'll want later ("what was agreed, what's blocking").

How you get reminded

On the morning a next step is due, Hey Customer sends one reminder to whoever it's assigned to. It arrives at 8am in your organization's time zone, as a notification in the app and, if you have email notifications turned on, as an email as well. The reminder is titled Task due — same thing, different word.

That's one reminder, on the day, and no more. There's no advance warning the day before, and nothing chases you again once a step goes overdue. Overdue work is meant to be seen rather than resent to you: it turns red on the opportunity, shows as a red chip on the pipeline board and in the list's Next Task column, and drives the Follow-ups count on your dashboard.

The reminder goes to the assignee alone — not to whoever created the step, and not to everyone following the opportunity.

Mark it done

Select Done on the next step row. That opens a short confirmation rather than finishing it silently, because two useful things happen here.

1. Add a note if there's anything worth remembering. It becomes the body of the timeline entry.
2. Set When it actually happened. Just now is selected, but Yesterday or Pick a date will backdate both the step and its timeline entry — useful when you're catching up on Monday for a call you made Friday.
3. Leave Schedule a follow-up checked and give the next one a title and a date. It's checked on purpose: finishing a step without booking the next one is exactly how an opportunity goes quiet.
4. Select Save.

If there's genuinely nothing to book next, clear the checkbox and save. The opportunity will then show the empty box again, and it will start counting toward the "no next step" work on your pipeline.

Push it back, or drop it

A step you're not going to get to today has two ways out, and which one you're offered depends on whether it's late.

• On a step that isn't due yet, Snooze pushes it out three days from today.
• On a step that's already past due, you get Reschedule instead, and you choose the date yourself. That's deliberate: pushing a badly overdue step forward by a fixed three days can leave it still overdue, which helps nobody.
• To drop a step altogether, open the … menu beside it and choose Cancel next step.

Canceling leaves no trace on the timeline, and that's intentional — a call you decided not to make isn't a conversation you had with the customer. Completing a step does leave a trace, which is the next section.

Where a finished step shows up

Completing a next step writes it to the opportunity's Activity section, as the kind of contact it was: a completed Call reads as a logged call, a completed Meeting as a logged meeting. The entry carries the step's own title, so the timeline says "Call about the renewal terms" rather than a generic "Logged a call", along with your note and whoever completed it.

Recent completions also appear under Recent activity on the dashboard, named by opportunity and by the kind of contact.

The timeline is the record. There's no separate list of finished next steps to go hunting through — what you did lives on the opportunity it was done for, mixed in with the emails, notes and meetings that surround it.

Your own overview, on the dashboard

Select Dashboard in the left-hand menu. The Follow-ups tile, first under Pipeline, is your personal picture of what you owe people.

The big number is the work that has to happen today: opportunities assigned to you whose next step is overdue or due today, added together. The four bars break the same picture out by urgency — overdue, due today, the next working day, and everything else scheduled. The footer tells you how late the worst one is, and View all opens your pipeline filtered to exactly the overdue and due-today work.

Two things to know about the tile. It counts opportunities, not individual steps, so an opportunity with three open steps counts once. And it's yours alone — it only ever counts opportunities assigned to you, so a quiet tile doesn't mean the team is quiet.

Good to know

• Next steps exist on opportunities only. There's no general to-do list, and no way to put one on a lead, a contact, an account or a ticket.
• An opportunity can hold more than one open next step. The record shows the soonest; the rest sit behind a +N more link under it.
• Only next steps on open opportunities send reminders. Win, lose or archive an opportunity and its reminders stop.
• Reassigning an opportunity does not move its open next steps — they stay with whoever they're assigned to. Hand them over from the assignee chip if they should follow the opportunity.
• Snooze always measures from today, not from the old due date, so it genuinely moves the step three days into the future.
• Everything is worked out in your organization's time zone, so "due today" means today where your team works rather than wherever a server happens to be.
• Hey Customer only reports an opportunity as missing a next step once you've actually worked it in the app — booked a step, logged an activity, or edited the record. Opportunities that arrived by import and have never been touched aren't counted against you.