Operator reminders
Schedule follow-up on a visitor note and notify the selected operator when it is due.
What it is
Set Reminder schedules follow-up on a visitor note. You choose who should be notified and when. When the reminder is processed, INSIDE can notify that operator and bring the visitor back to an eligible floor.
Who uses it and why
- Operators schedule a return to a customer issue or promised follow-up.
- Supervisors choose another available operator in For when arranging follow-up coverage.
Where to find it
Open Notes in the visitor details, then use Set Reminder or Edit Reminder on the relevant note. Reminders also appear in Calendar.
How it works
- Create or open the visitor note.
- Enable Set Reminder and choose For, Date and Time.
- Enter the follow-up context in Note and save.
- When due, INSIDE sends an operator notification. Push delivery is also attempted when enabled for the recipient.
- Where the operator has an eligible channel, INSIDE can restore the visitor to that floor, including a visitor who is currently offline.
The calendar displays the scheduled time locally. An unread reminder can appear as the visitor's next reminder. Viewing the associated notes can mark a due reminder as read after five minutes.
Configure it
Set the recipient and date before selecting a time. The editor requires a time. Use Edit Reminder to change a future reminder, or the reminder's cancellation action when follow-up is no longer needed. Ask Powerfront to review push notification setup if mobile alerts are required.
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Set Reminder | Visitor details › Notes | No | Adds a scheduled follow-up to the note being saved. |
| For | Visitor details › Notes › Set Reminder | Yes | Selects the operator to notify for this reminder. Required when Set Reminder is enabled. |
| Date | Visitor details › Notes › Set Reminder | Yes | Sets the follow-up date shown in the reminder editor. Required when Set Reminder is enabled. |
| Time | Visitor details › Notes › Set Reminder | Yes | Sets the required follow-up time, displayed in local time by the console. Required when Set Reminder is enabled. |
| Note | Visitor details › Notes › Set Reminder | Yes | Supplies the note text used as the reminder description. |
Permissions
| Permission | Lets you |
|---|---|
| Chat | Use visitor notes and their reminder actions in the operator workspace. |
Limits and good to know
- These reminders belong to visitor notes. They do not send a customer message or create a new conversation by themselves.
- Processing runs about once a minute; allow for a short timing difference.
- Automatic floor restoration is skipped for Salesforce Omni-Channel and externally controlled channels.
- The next-reminder display selects the earliest unread reminder that is no more than one hour overdue. This is not a complete overdue-task list.
- Before a reminder is due, cancellation is the supported way to remove it from pending reminders.
Depends on and works with
View all connections as a list
This feature uses
- DepartmentsConfigured by
Channel availability controls can prevent a reminder from restoring a visitor to the floor.
- Live visitor and operator floorEnhances
Reminder processing can bring the visitor back to an eligible operator floor.
- Operator notifications and alertsEnhances
Operator notifications present the due reminder.
- Calendar appointments and remindersEnhances
The calendar displays reminder follow-up alongside appointments.
- Customer notes and remindersRequires
These reminders refer to visitor notes rather than independent tasks.
Used by
- Customer notes and remindersEnhances
A note can carry an operator reminder.
- Visitor and conversation information panelsEnhances
Reminder actions support later follow-up with the visitor.
- Operator notifications and alertsConfigured by
Note reminder recipients and times determine the follow-up notifications you receive.
- Calendar appointments and remindersConfigured by
Set Reminder on a visitor note chooses the recipient and time of calendar follow-up work.
- Task notes and operator remindersRequires
Task-created reminders use operator reminder delivery, acknowledgement and cancellation.
- Live show RSVP, reminders and follow-upEnhances
Answered callback tasks can produce reminders for the selected operator or a host.
FAQ and troubleshooting
Why did no visitor appear on my floor?
Check that you are in a channel. Salesforce Omni-Channel and externally controlled channels skip automatic restoration.
Why did I receive no push alert?
Check notification permissions for the recipient and device, and ask Powerfront to check push notification setup. A reminder notification and a device push are separate delivery paths.
Does a reminder contact the visitor?
No. It prompts an operator to follow up. You decide whether and how to contact the visitor.
Why has an old reminder disappeared from the visitor summary?
The next-reminder summary excludes reminders more than one hour overdue. Use the calendar and note context to review the follow-up.