Prioritize and plan customer follow-ups in 6am

Choose the next follow-up from the actual customer situation, using the exact opportunity, pipeline, owner and due date in 6am.

• Outcome: A recorded review with one usable next task, its owner and deadline, without changing another deal for the same contact.
• Tools: 6am app, Sales opportunities, Follow-up tasks, Proposal and Evidence actions.
• Responsible: A tenant member with permission to manage contacts and commercial records.
• Last reviewed: 28 October 2026.

01. Choose the correct queue

Open your company in 6am and go to Sales opportunities. Choose a tab, then use Filters to select Pipeline and Opportunity owner. The owner filter always refers to the opportunity; a manual task can have a different owner. Remove old filters or search terms if a record appears to be missing.

Queues can overlap. A task due today without a timestamp is not overdue. Closed opportunities are excluded from priority tabs and remain available under All opportunities. Reply detection uses records entered into 6am; this screen does not synchronize an inbox or infer replies from delivery/click events.

02. Confirm the exact opportunity

1. Open Plan follow-up on the row, or click the title of an open opportunity. Check its number, title, pipeline, stage, contact and opportunity owner in the dialog.
2. Read the proposal response and the five most recent inbound evidence records shown. For additional context, open Proposal history, Acceptance history (evidence) or Follow-up history before saving. Planning acknowledges the replies already recorded for this opportunity, so review the complete relevant conversation first.
3. If the contact has two deals in different pipelines, a reply about one changes only that opportunity. Ask the owner when the reply is ambiguous; do not copy a decision across deals.
4. Use Edit to correct the opportunity owner if needed. Existing manual task owners can differ; confirm both people understand the handoff. If access or the owner is invalid, have an authorized member resolve it before planning.

03. Record the decision and next action

1. In Plan follow-up, write the review outcome and why the next action is appropriate. Record facts and the customer/business promise; do not invent a response deadline or claim a sale.
2. Reuse an actionable task from this exact opportunity. Its owner and deadline are displayed and preserved, including for cadence tasks. Review overdue tasks in Tasks explicitly: planning does not complete them or remove the overdue warning.
3. If no actionable task exists, choose Create a new follow-up task, enter a concrete action and a due date of today or later in UTC. The new task uses the opportunity owner. A second task cannot be created through planning while another actionable task exists.
4. Save. The decision, author, review time and selected task are stored together. Open Follow-up history to confirm the result. A stale form is rejected; reload and review the latest state before retrying.
5. Already recorded replies leave Replies to review after this explicit review. A new inbound email/message evidence record or an updated proposal response returns the opportunity to that queue. The deal stays open until a human changes its status under the existing stage rules.

To finish or replace a manual task, use Tasks on the same opportunity. Complete it only after the work occurred, or cancel it with an explanation. Cadence tasks follow their own execution and transition rules. Planning does not send messages, advance a stage, award points or mark a proposal won.

04. Route the remaining work

• New enquiry: Confirm intake, contact, correct pipeline and owner; create or reuse the human task. The email automation adaptation in SOP 110 is a separate next delivery, not a feature of this screen.
• Proposal awaiting a decision: Use SOP 107 and its real sent date and expected response date.
• Existing human task: Use SOP 104, preserving the task and exact opportunity.
• List routing or a group of deals: Use SOP 105 to choose the right pipeline; do not combine distinct sales processes.
• Shared cadence, stage acceptance or scoring change: Use SOP 106. A single follow-up decision does not authorize changing the team's process.
• Newsletter or missing automatic email: Capture the campaign/event, time and responsible person; route to the campaign/integration owner. This release does not implement newsletter eligibility, sending or automatic-email diagnosis. The legacy SOP 109/111 workflows must not be treated as working 6am instructions yet.

Example and acceptance check

Synthetic example: one contact has Consulting in pipeline A and Training in pipeline B. A reply asks to change the Consulting scope. Filter pipeline A, open its opportunity number, record the scope request and reuse the meeting task. Training keeps its own owner, task and proposal status.

Before handing off, confirm: correct tenant and opportunity number; pipeline unchanged; outcome saved; exactly identified next task with a valid owner and agreed due date; overdue work still visible until explicitly resolved; no message or win inferred from a click or delivery event.

Related SOPs

• SOP 103: Create and manage sales opportunities in 6am
• SOP 104: Manage follow-up tasks in 6am
• SOP 105: Route lists to pipelines and review follow-ups in 6am
• SOP 106: Manage sales cadences, stage acceptance and scoring in 6am
• SOP 107: Follow up on unanswered proposals in 6am