Follow-ups
Follow-ups
Section titled “Follow-ups”When Aura AI processes a recorded call, it picks out the action items that came up: a quote to send, a callback to make, a document someone promised. Each one becomes a follow-up, linked to the call it came from, so nothing said on a call slips through.
Your team works follow-ups in two places:
- Switchboard → Nova PBX → Follow-ups (
/nova/follow-ups) lists every follow-up across your organization, for managers. - The Follow-ups tab in Pulse lists each user’s own follow-ups.
The old Tasks link (/nova/tasks) now redirects to Follow-ups.
Plan and setup
Section titled “Plan and setup”Follow-ups are part of Nova Ultra. On a lower plan, the Switchboard page shows blurred example rows behind an upgrade panel, and the Pulse tab explains the feature without listing anything.
Follow-ups come only from recorded calls. A call that wasn’t recorded has no follow-ups. On Nova Ultra, extraction is on by default. You control it under Recording Settings:
| Setting | What it does |
|---|---|
| Follow-up extraction | Turns extraction on or off for new calls. |
| Show in UI | Hides or shows follow-ups for your team without stopping extraction. While hidden, the Follow-ups page shows a notice and Pulse lists nothing. |
| Confidence threshold | Strict, Balanced (the default) or Everything. Hides items Aura is less sure about. It applies when lists are shown, so changing it also affects past calls. Hidden items are counted, never deleted. |
| Redact PII in extracted to-dos | Masks email addresses, card numbers and SIN/SSN numbers in the follow-up text. Phone numbers are kept, and the original transcript is unchanged. |
How follow-ups are created
Section titled “How follow-ups are created”You don’t create follow-ups by hand. When Aura analyzes a recorded call, it extracts the action items from the transcript and saves them on that call. Items extracted by Aura carry an AI badge.
When Aura finds follow-ups on an automatically processed call, your organization gets a New follow-ups from a call notification that links to the Follow-ups page.
To run extraction again on a call, open the call and choose Re-extract. Re-extracting keeps every item someone has completed or reopened. It refreshes only the AI suggestions nobody has touched, and doesn’t add duplicates.
The Follow-ups page in Switchboard
Section titled “The Follow-ups page in Switchboard”Go to Nova PBX → Follow-ups. The page lists follow-ups from every recorded call in your organization.
- Open / Completed switches between items still to do and items already done. Completed items show who completed them and when.
- Range limits the list to calls from the last 7, 30 or 90 days, or All time. The page opens on the last 30 days.
- Check an item off with the box on the left. Uncheck it to move it back to Open.
- Open the call with the link under each item to hear the recording, read the transcript, or re-extract.
This page needs the Manage tenant follow-ups permission (nova.follow_ups.manage). It’s included by default in the Admin, Billing, MSP and Operator permission-group templates. Without it, the sidebar link is hidden.
Follow-ups in Pulse
Section titled “Follow-ups in Pulse”Each user sees the follow-ups from their own calls in the Follow-ups tab in Pulse. The tab shows a badge with the number of open items.
The list belongs to the user, not to a device. It covers every recorded call on the user’s extension, including calls made or answered on a desk phone. A promise made on the office desk phone shows up as a follow-up in the Pulse mobile app, the Pulse desktop app and the portal.
In the Pulse tab:
- Tap the checkbox to mark an item done. On the Completed view, tap it again to reopen it.
- Tap the item to open the call, where you’ll find the call’s full follow-up list and Re-extract.
Marking items done needs the Manage your own call follow-ups permission (self.follow_ups.manage). It’s on by default for every standard permission group, including User. Without it, a user still sees their follow-ups in Pulse but can’t mark them done.
The Follow-ups tab appears only for users on an organization with Nova PBX.