“Phone follow up” is a call list for sent offers. For sent offers, ReGuest creates one call task per correspondence, so that a staff member calls the guest and records the outcome of the conversation. The list is located under CRM › Phone follow up.
Example: Call a guest about their open offer
Under CRM › Phone follow up, the “Phone follow up” page opens with the list of call tasks. By default it shows the tasks whose call is scheduled from five days ago to two days from now.
In the guest's row, click the button with their phone number. It does not make the call itself; it records the call attempt and opens the call task's page.
Call the guest on this number.
If the guest accepts, select “Commitment”.
Afterwards the task is set to “done”. The list no longer shows it, because by default it hides closed tasks. With the “closed” switch, it appears again.
The pages in detail
Page “Phone follow up”
The page lists the call tasks with the columns “Status”, “Call scheduled for”, “Guest”, “Arrival” and “Facility/Hotel”. A task has the status “to call”, “calling”, “done” or “canceled”. Each task shows how many calls have already been made, for example “no call” or “1 call”.
Filters narrow down the list:
“Guest name” searches for a guest.
“All facilities/hotels” narrows it down to one property.
A period narrows it down by “Call scheduled for”.
“Arrival:” narrows it down by arrival, with 30, 60 or 90 days or “∞ (all)”.
“Offer age:” narrows it down by the age of the offer, with 1 to 7, 14 or 30 days or “∞ (all)”. “max.” shows the tasks whose offer was created within these days, “exactly” only those whose offer was created on exactly that one day. With “∞ (all)”, you cannot choose between “max.” and “exactly”.
The “closed” and “guests without phone number” switches show further tasks. Without them, the list shows no closed tasks and no guests without a phone number. The “expired proposals” switch, on the other hand, shows only the tasks whose offer has already expired.
There is one button for each of the guest's phone numbers. It records the call attempt and opens the task. “Details” opens the call task's page with all previous calls and their outcome. “Go to offer” opens the task's offer, “Go to conversation” the conversation to which the offer belongs.
Page of a call task
This is where the outcome of a call is recorded. If nobody has called yet, the page shows “No calls have been registered yet.”. While a call is in progress, the call attempt shows the dialled phone number instead of an outcome.
There are four buttons for the outcome:
“Commitment” and “Rejection” complete the task.
“No decision” records the conversation and leaves the task open.
“not reached” reschedules the call: “Reschedule in 15 minutes”, “Reschedule in 30 minutes”, “Reschedule in 1 hour”, “Reschedule in 2 hours”, “Reschedule to afternoon”, “Reschedule to tomorrow” or “Reschedule to a certain time”. “Reschedule to afternoon” is available only until 12:59. Under “not reached” there is also “Give up”; it ends the task without an outcome.
The attempts are listed in the task with their outcome: “no answer”, “accepted”, “rejected” or “no decision”.
After a rejection, the task offers “Archive the offer” if the offer can be archived, otherwise “Go to offer”. “Archive the offer” archives the offer after a confirmation prompt; the task stays “done”.
“Annul” on the page of a call task ends the task without an outcome, after a confirmation prompt.
Setting under Settings › Messaging Automation › Offers
Whether and when call tasks are created is determined by the “Phone follow up (hours after follow-up email)” field. If it contains a number, a call task is created for sent offers, one per correspondence. The field accepts 2 to 999.
The hours count from the scheduled follow-up email. With the “Calculation after offer sending (not follow-up sending)” switch, they count from when the offer was sent. If there is no follow-up email, they also count from when the offer was sent. The scheduled call is at the latest one day before arrival.
If a new offer is added, ReGuest reschedules the task. If the offer is booked, deleted or no longer negotiated, the task is canceled. If a task is still set to “to call” after the scheduled call, it is canceled as soon as the arrival date has passed.
In the offer
In the offer, the follow-up area shows, under “Phone follow up”, the time of the call and the last outcome.
Prerequisites
‘Phone follow up’ belongs to the Offers licence module. With Multi-Property, the “All facilities/hotels” filter and the “Facility/Hotel” column are added.
If the module is licensed, access to it is enabled for specific users through their role. Roles are managed by ReGuest support.
Frequently asked questions
Why are no call tasks created? The “Phone follow up (hours after follow-up email)” field contains no number. The hotel enters it under Settings › Messaging Automation › Offers.
Why doesn't the button with the phone number make a call? It only records the call attempt and opens the task. Then call the guest yourself on this number.
Why is a guest missing from the list? By default, the list shows only tasks whose call is scheduled from five days ago to two days from now, and no closed tasks. Guests without a phone number appear only with the “guests without phone number” switch. A different period and the “closed” switch show further tasks.
Why is a task canceled although nobody called? The offer was booked, deleted or no longer negotiated, or the arrival date has passed.
Why is “Reschedule to afternoon” missing? The option is available only until 12:59. After that, the other options under “not reached” remain, for example “Reschedule to a certain time”.
Why is the “Phone follow up” menu item missing? The list appears only if the Offers licence module is active and the user's role includes access. Roles are managed by ReGuest support, which can also tell you whether the list is set up for the hotel.
As of: 2026-10-20.