> ## Documentation Index
> Fetch the complete documentation index at: https://docs.buildbetter.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Success Follow-ups

> Manage durable customer follow-up work from Success account context, calls, releases, pipeline, and conversations

Success Follow-ups is the operating queue for account follow-up work. It brings together customer context, calls, conversations, release matches, pipeline data, health movement, and draft outreach so Success teams can review what needs attention without losing work between sessions.

## What Follow-ups Tracks

Follow-up items can come from several Success workflows:

* **Call follow-ups** from action items and customer conversations
* **Release follow-ups** from Close the Loop matches
* **Account additions** and identity cleanup work
* **Health movement** for accounts with recent score or risk changes
* **Trial changes** from Convert, including expiring or changed trial accounts
* **Pipeline and contract context** for accounts that need commercial attention

Each follow-up keeps its evidence, draft state, review state, and related account context over time.

## Working the Queue

<Steps>
  <Step title="Open Follow-ups">
    Go to **Success → Follow-ups**.
  </Step>

  <Step title="Review the item">
    Open a follow-up to inspect its evidence, customer context, related calls, conversations, health data, contracts, pipeline, and linked Knowledge pages.
  </Step>

  <Step title="Draft outreach">
    Use the available context to draft a customer follow-up. Release-related follow-ups can include the shipped feature, request evidence, and deep links.
  </Step>

  <Step title="Dismiss when complete">
    Dismiss reviewed items without deleting the underlying account, call, request, or signal data.
  </Step>
</Steps>

## Account Context

Follow-ups are connected to Success people and company views. From a follow-up, you can move into the related customer profile to inspect:

* Account health and risk factors
* Contracts, renewals, and pipeline context
* Re-engagement history
* Calls, conversations, and customer activity
* Related Knowledge pages and request evidence

## Close the Loop Drafts

When a shipped feature matches customer requests, Follow-ups can help prepare the outreach workflow:

* Searchable customer and request lists
* Deep links to the matched release and supporting evidence
* A draft follow-up sheet before opening Gmail
* Persistent review state so the same match is not repeatedly reworked

<Tip>
  Use Follow-ups as the daily Success queue. Health, Convert, Contracts, Pipeline, Re-engage, and Close the Loop still provide focused views, but Follow-ups is where cross-section account work is reviewed and closed.
</Tip>