Follow up on every inquiry with Actions

Before you start

Actions is under Clients in the sidebar, on every plan. It lists what needs you, overdue first, then what's owed today, then follow-ups coming up in the next seven days, each with one obvious thing to do. Its number counts what is yours and owed today or overdue; owners and admins also see anything nobody owns.

Save an opportunity

1. Open Actions and choose Save opportunity. It works the same in the iPhone app.
2. Paste the text, voicemail or email, or type what they asked for. Scoped picks out the phone number or email in it.
3. If they are already a customer, Scoped shows who and their open deals: choose the deal it's about, or start a new one. Choose Someone new when it's a different person.
4. Check who follows up and the next step. It starts as Reply to them within one business hour; change either if you like.

An inquiry from a customer with one open deal is added to that deal, so a returning customer never gets a duplicate. When Scoped can't tell who they are, or there's no phone number or email, the inquiry waits in the list as a New inquiry: choose Save as new, Link to existing or Not business. On Free, an inquiry that arrives at the record limit is kept in the list too, and saved once you archive finished work or upgrade.

Work through the list

The list brings together:

1. New inquiries, and customers waiting on a reply. Mark replied once you've answered them; that also completes the next step saved with them.
2. Quotes sent three days ago with no answer, or expiring within two days: nudge the client, give them more time, or mark the quote lost.
3. Accepted quotes with no work started: Start work.
4. Finished work or invoices with money still owed: send a reminder or record a payment.
5. Follow-ups due today or overdue: mark them done or reschedule them. Those due in the next seven days show under Coming up.
6. Open deals with no next step: add a follow-up so none goes quiet.

Overdue means past its due time, or someone has waited on a reply for more than a day. Each row shows why it matters: what the deal is worth and where it stands, or that a conversation has nothing planned next. Use the chips to see only replies, follow-ups, quotes or money owed.

Quotes and money owed show only for people whose invoicing access is Send & collect or Manage. Each item leaves the list by itself once what caused it is done. Once a day, Scoped tells you in the app about anything new. Done lists the conversations you've answered or set aside and the follow-ups you completed, and All follow-ups lists every follow-up in the workspace, whoever owns it. New follow-up plans one from the same page.

Snooze, set aside or hand on

Snooze an item until tomorrow, next week or a day you pick, and it comes back that morning (a conversation comes back sooner if they write again). Choose No action needed when nothing is owed: it comes back only if its cause happens again, such as a new message. Owners and admins can switch to Everyone and hand any item to someone else, who is told in Scoped.

Who reached whom

Every contact and company shows Last heard from, the last time they reached you, and Last contacted by us, the last time you reached them, from what Scoped records: quotes and invoices it sent, acceptances and payments, and inquiries and replies. Activity (90 days) counts those interactions, and a document resent within a week counts once. A contact shows Awaiting your reply when they wrote last, and No reply to our last 3 when you've tried three times without an answer.