CRM · Daily operations · 8 min read

Plan activities, follow-ups and use My agenda

Schedule calls, meetings and tasks with due times and reminders, complete them with an outcome, and work from My agenda.

Before you begin

• Activities belong to an open, unarchived deal: 'Schedule activities on open, unarchived records.'
• The assignee must be a representative or manager of the deal's team.
• Activities are reminders. The system does not send e-mails or place calls.
• Activity types (under CRM > Configuration > Activity types) give defaults for channel, length, reminder, escalation, required outcomes and consent purpose.

Schedule an activity

1. Open the deal and choose Schedule activity (or Log call / Send email in the quick actions).
2. Enter the Subject, for example Follow-up call.
3. Choose an Activity type. The channel is filled from it: Task, Call, Meeting or Email.
4. Choose Assigned to. It defaults to you.
5. Enter the Due date, and a Due time if it matters. The time zone defaults to the company's, Asia/Dubai.
6. Enter Remind me (minutes before) if you want to override the type.
7. Add Notes and press Save.

Worked example

You plan a Call for 5 October 2026 at 14:30 Asia/Dubai (UTC+4). The type has a reminder of 30 minutes and escalation after 24 hours. The due instant is 10:30 UTC. The reminder falls at 10:00 UTC. The escalation falls at 10:30 UTC on 6 October.

Complete an activity

1. Open CRM > Activities or CRM > My agenda and open the activity.
2. Set Action to Mark done.
3. Choose the Outcome (required when the activity type says so, and it must be one of the type's codes).
4. Optionally enter a Follow-up subject and Follow-up due.
5. Press Save.

A follow-up is created as a new activity on the same deal, linked to the first. A retry does not create a second one. A done or cancelled activity cannot be changed: 'A completed or cancelled task cannot be changed. Schedule a follow-up.'

To drop an activity, set Action to Cancel activity. No outcome code is needed.

Apply a task sequence

1. On the deal, open Ownership.
2. Choose a Task sequence and press the button that schedules its steps.

Each step becomes an activity, dated from today plus the step's offset. A sequence with offsets 0, 2 and 7 days at 09:00, applied on 5 October, creates activities for 5, 7 and 12 October, assigned to the owner. Applying it again with the same request does not add more.

My agenda

CRM > My agenda shows two lists: Escalated to me, and My open activities, soonest first. Overdue dates are red. A Clock column shows Reminded or Escalated. Open a row to go to the deal's activities.

What happens next

• When the reminder time passes, the activity is marked Reminded and an event is logged on the deal.
• If it is still open after the escalation time, it is marked Escalated to the team leader, or the first manager other than the assignee, who sees it under Escalated to me. Each clock fires once. Rescheduling resets both.
• Reminders and escalations show in My agenda and on the deal. They are not pushed to the notification bell.

Good to know

• Your own task: you can mark it done even if you do not own the deal. Rescheduling it needs owner or manager rights.
• 'This contact is marked Do not contact. Only internal tasks are allowed.' blocks calls, e-mails and meetings.
• If the activity type has a consent purpose, such as newsletter, a call or e-mail is refused unless the contact has consent in Marketing's register. See Consent and campaign responses.
• 'Choose the outcome of this activity.' means the type requires an outcome.
• The Activities list shows overdue activities in red. Reminder and escalation marking depends on the scheduled job being set up by your system administrator.