Recording Calls

Update Call Status: the three outcomes, what each one does to the patient, and what to expect on the board

Every call an agent makes from a stage ends in one of three outcomes, recorded with Update Call Status on the patient view. What the outcome does depends on how the stage was built: on a stage with Manual Call Actions it retries or moves the patient; on any other stage it changes nothing.

The Three Outcomes

Option	Use it when	The stage's matching section
Didn't Pick Up	The call was not answered or was cut	Did not pick up
Call Back Later	The patient answered and asked for another time	Call back later
Not Interested	The patient answered and declined	Not interested

Pick the option from the Update Call Status menu. "Call status updated successfully" confirms it and the button shows the option you picked. There is no confirmation step and no undo: a wrong outcome counts as an attempt.

On a Stage With Manual Call Actions

The open call task on the Tasks tab is resolved.
If the outcome still has an unused Retry After row on the stage, a new call task is created after that row's wait. The patient stays in the stage; once the task exists, the card is in Today.
If the outcome's rows are used up, the patient leaves along the output drawn for that outcome on the canvas: their tasks are resolved and they appear under the next stage's tab, assigned by that stage's rule.
If that output was left unconnected, the patient stays in the stage with no new call task. Move them with the form or with Select Stage.

The builder decides how many attempts each outcome gets; the agent only records what happened. Ask the workflow's administrator how many retries a stage carries if the board seems to keep bringing a patient back.

Example: the stage has two Did not pick up rows. The first Didn't Pick Up creates a second call task; the second creates a third; the third Didn't Pick Up moves the patient to whatever the Default Did not pick up output leads to.

On a Stage Without Manual Call Actions

The stage shows no call task and the workflow ignores the outcome: nothing is recorded on the patient and the patient stays where they are with the same tasks. The button still confirms the click. On these stages, record the result of the call in the form's answers or a note (see Forms, Notes and Follow-ups) and let the form move the patient.

Retries Carry Across Stages

Retries are counted per outcome for the patient's whole run of the workflow. A patient who used up the Didn't Pick Up retries of an earlier stage has none left in a later stage: the first Didn't Pick Up there moves them along that stage's output at once. Where that matters, use Call Back Later, which has its own count, or a follow-up time on the form.

Call Back Later and the Time the Patient Named

Call Back Later counts the attempt and retries by the stage's rows; it does not store the time the patient asked for. To hold the time, submit the stage's form with Add Follow Up Time set to it: that creates a FEEDBACK SCHEDULED task due at that time, and the card's due badge follows it (see Forms, Notes and Follow-ups).

What You See Afterwards

Place	After a retry	After a move
Tasks tab	The old call task Completed, a new CALL_TASK Requesting	All tasks of the old stage Completed
Card	Stays under this stage; the due badge follows the new call task	Appears under the next stage's tab
Logs	The task changes	The stage move and the new assignment