---
key: follow-up-on-a-call
title: Assign, note and follow up on a call
audience: staff
section: communications/calls
routes: ["/communications/calls/:callUid"]
permissions: ["communications.call.read"]
features: ["communications.calls"]
since: 0.0.1
updated: 0.0.1
status: published
summary: From one call's detail, hand the call to a teammate, leave an internal note, move its follow-up through Start, Waiting, Escalate and Resolve, and act on what NovaAI suggests.
keywords: [call follow-up, callback, call back later, assign a call, call notes, escalate a call, resolve a call, missed call follow up, voicemail owner, call link]
related: [review-calls-and-voicemails, review-a-call-with-novaai, transfer-a-live-call, work-your-communications-queue]
---

In the sidebar, open **Communications**, then **Calls**, and press a call. The page address is `/communications/calls/` followed by the call, so you can bookmark it or send it to a teammate. The **Call detail** panel opens over the **Calls Desk**; closing it takes you back to the list with your filters kept.

## Steps

1. Under **Call ownership & notifications**, press **View controls**.
2. Pick a teammate under **Assign owner**, or press **Assign to me**. Open **Handoff defaults** first if you want to choose whether the new owner is told straight away and whether you keep following.
3. Under **Call internal notes**, press **View notes**, then **Add note**. Type the note, choose anyone to tag under **Mention teammates**, and press **Add note**. The caller never sees these notes.
4. If the call has a follow-up, its card shows the subject, status and priority, when it is due, when it escalates and when it was resolved. Press **Start** when you pick it up, **Waiting** while you wait on the customer, **Escalate** to mark it **Urgent**, **Resolve** when it is done, or **Reopen** to put it back to open.
5. If the caller left a voicemail, use **Voicemail ownership & notifications** and **Voicemail internal notes** the same way.

## What you see

- When the call has a follow-up, the two sections are named **Call follow-up ownership & notifications** and **Call follow-up internal notes** instead.
- Under **Your alerts**, **Follow** keeps you getting updates after the call moves to someone else, and **Remove me** stops them. **Pause alerts** silences them for you only.
- A yellow notice with **Sync now** appears when the phone company has not yet confirmed the call's final status or length. Press it to fetch the latest.
- When NovaAI for calls is on, **Live Assist** lists what NovaAI suggests doing about the call, each with **Why this was suggested**. Press **Approve**, **Reject** or **Snooze**, **Edit** to change a suggestion, or **Execute** to carry it out. **Open full post-call review workspace** opens the whole review; see [[review-a-call-with-novaai]].
- **Open live ops** opens the call on **Live Calls**. **Open recovery** appears when a live call ran into a problem.
- For recordings, voicemails, transcripts and linking the caller to a customer, see [[review-calls-and-voicemails]].

## If something looks different

- The page says the call is not available: the link is old, the call was removed, or it came in on a phone line you cannot see. Press **Show all calls**.
- There is no follow-up card: this call has no follow-up.
- **Approve**, **Reject** and **Snooze** are missing: your role cannot decide NovaAI suggestions. **Edit** and **Execute** each need their own permission too.
- **Ignore** turns a suggestion down the same way **Reject** does.

[[route:/communications/calls|Open the Calls Desk]]