There are two types of events that you can schedule with customers through the LISA admin: appointments and follow ups. Learn more about each type of event below, starting with their similarities and then moving on to their key differences.
Similarities Between Appointments and Follow Ups
Both appointments and follow ups serve the same primary purpose of setting up an event between a customer and a representative. Here are other similarities to keep in mind:
- Both types of events can be scheduled from the Contacts dashboard (Contact Manager > Contacts) or from an individual contact's page.
- Both types of events require that the assigned team member have the LISA admin role of Representative.
- Both types of events allow you to save internal notes when you create them.
- Both types of events can be viewed from the Calendar (Contact Manager > Calendar) or from the Events page (Contact Manager > Events).
Key Differences with Appointments
Appointments are primarily designed for in-person appointments, as an address is required whenever you create an appointment.
Appointments give you more specificity compared to follow-ups, as you can set a specific status for each appointment (shown below)—giving the rep more context and helping to keep your team organized.
You can then use these activity statuses as filters on the Contacts dashboard (as shown below).
Email Goes to Customer and Rep
Whenever you set an appointment, you have the option to send an appointment confirmation email, which goes to both the customer and the representative that is assigned. (The representative will receive a copy of the email sent to the customer; there is not a separate email template for reps.)
Key Differences with Follow Ups
As the name implies, follow ups are generally used to follow up with a previous appointment. Compared to appointments, follow ups offer simple scheduling with just a few fields, as shown below. (No address is required.)
Email Goes to Rep Only
Unlike appointments (where the confirmation message goes to both the rep and the customer), the follow up email reminder goes only to the representative.
Learn how to customize the email template sent for a follow up.