# Follow-ups

Nuteq lists everyone waiting on a reply in one place, so you can follow up with a customer within minutes instead of hunting through calls and texts.

*Customers · Last updated 2026-09-08*

In Nuteq, a follow up is any lead, booking request, missed call, or
unanswered message that still needs something from you. The Needs attention
tab under Customers gathers all of them into one list, oldest first, so
nothing sits forgotten in a call log or a text thread you already scrolled
past.

## What lands in Needs attention?

Five kinds of work show up in this list, and each one clears on its own once
the underlying reason is gone. A new lead appears when someone leaves their
details and hasn't had a reply yet. A booking request appears when someone
asked for an appointment time and your business hasn't confirmed or declined
it. A missed call appears when a call went unanswered in the last seven days
and nobody has been in touch with that person since.

A message failed item appears when a text or WhatsApp message you sent
couldn't be delivered, within a seven day window for retrying it. A customer
waiting item appears when the newest message on a thread came from the
customer and nobody has replied yet. Each item shows the customer's name, the
channel they used, and how long it has been waiting, so you can work through
the oldest ones first.

## Follow up on an item

Open Customers and select the Needs attention tab to see everything waiting
on you. Each item shows what the customer needs and gives you a way to act on
it directly. A new lead or a customer waiting on a reply gives you a Text
back button that opens a reply box, sometimes with a suggested reply already
written for you to edit or send as is. A missed call gives you a Call back
button when a phone number is known. A booking request gives you Confirm and
Decline buttons, and confirming lets you pick the time to book.

Every item also has a Review button that opens the full call, message, or
booking record, and a Mark handled button for when you've dealt with it some
other way, such as a phone call you made outside Nuteq. If you mark
something handled by mistake, an undo option appears right afterward so you
can bring it back.

## Why an item disappears or comes back

An item leaves the list because the fact behind it changed, not because you
looked at it. A reply that actually reached the customer clears a customer
waiting item. A confirmed or declined appointment clears a booking request.
Marking an item handled works the same way underneath: it records that you
dealt with it, so the item stops matching the list.

Because of that, an item can come back. If a customer you already replied to
writes in again, or a booking request changes after you handled it, Nuteq
puts it back in the queue instead of hiding a genuinely new request behind an
old decision. This is also why the same customer can appear in the list more
than once over time, once for each thing that still needs an answer.