# Operator reminders

Schedule follow-up on a visitor note and notify the selected operator when it is due.

*Release 3.3 · operator, supervisor*

**Visitor details › Notes › Set Reminder** · **Calendar**

## 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

1. Create or open the visitor note.
2. Enable **Set Reminder** and choose **For**, **Date** and **Time**.
3. Enter the follow-up context in **Note** and save.
4. When due, INSIDE sends an operator notification. Push delivery is also attempted when enabled for the recipient.
5. 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

### This feature uses

- **Requires** [Customer notes and reminders](VIS-016.md): These reminders refer to visitor notes rather than independent tasks.
- **Configured in** [Departments](CHAT-006.md): Channel availability controls can prevent a reminder from restoring a visitor to the floor.
- **Works better with** [Live visitor and operator floor](CON-006.md): Reminder processing can bring the visitor back to an eligible operator floor.
- **Works better with** [Operator notifications and alerts](CON-018.md): Operator notifications present the due reminder.
- **Works better with** [Calendar appointments and reminders](CON-032.md): The calendar displays reminder follow-up alongside appointments.

### Used by

- **Required by** [Task notes and operator reminders](ENG-024.md): Task-created reminders use operator reminder delivery, acknowledgement and cancellation.
- **Configures** [Operator notifications and alerts](CON-018.md): Note reminder recipients and times determine the follow-up notifications you receive.
- **Configures** [Calendar appointments and reminders](CON-032.md): Set Reminder on a visitor note chooses the recipient and time of calendar follow-up work.
- **Enhances** [Customer notes and reminders](VIS-016.md): A note can carry an operator reminder.
- **Enhances** [Visitor and conversation information panels](CON-017.md): Reminder actions support later follow-up with the visitor.
- **Enhances** [Live show RSVP, reminders and follow-up](RTC-026.md): 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.