Follow-ups
Follow-ups are lightweight action items that keep your client relationships on cadence. They can be created manually or generated automatically based on signals from your practice data.
How Follow-ups Are Created
Follow-ups come from two sources:
Auto-Generated
Policy Stack monitors signals across your book and creates follow-ups when a touchpoint is due. Signals include:
| Signal | Example | |--------|---------| | Touch cadence | Client hasn't been contacted within their assigned cadence window | | Birthday | Client's birthday is approaching | | Anniversary | Policy anniversary date is approaching | | Snapshot freshness | Client's most recent policy snapshot is aging | | Smart Paste extraction | AI identified a next step in pasted notes |
Auto-generated follow-ups include context about why they were created, so you know the reason at a glance.
Manual
Click Add Follow-up on any client's detail page to create a follow-up manually. Set a due date, add a note about what needs to happen, and save.
Managing Follow-ups
Each follow-up supports three actions:
Snooze
Not ready to act on a follow-up? Snooze it to push the due date forward:
| Option | Effect | |--------|--------| | 3 days | Moves due date forward 3 days | | 7 days | Moves due date forward 1 week | | 30 days | Moves due date forward 1 month | | Custom | Pick any future date |
Snoozed follow-ups disappear from your active list until the new due date arrives.
Complete
Mark a follow-up as done. When completing, you can optionally log an interaction at the same time — for example, noting that you called the client. The interaction is added to the client's timeline automatically.
Dismiss
Remove a follow-up without completing it. Dismissed follow-ups are not logged as interactions and do not affect cadence tracking.
AI-Drafted Messages
For follow-ups that involve reaching out, Policy Stack can draft a message for you. Click the Draft button on any follow-up to generate:
- Email draft — A contextual email based on the follow-up reason and recent interaction history
- SMS draft — A shorter text message version
You can copy the draft to your clipboard or send it directly if your email or SMS integration is configured. Always review and edit drafts before sending — they are starting points, not final copy.
AI-drafted messages use your recent interaction history with the client to add relevant context. The more interactions you log, the more personalized the drafts become.
Deduplication
To prevent follow-up fatigue, Policy Stack enforces a 30-day cooldown per client per signal type. If a follow-up was completed or dismissed for a client within the last 30 days for the same signal, a new one won't be auto-generated.
The one exception: milestone signals (birthdays, anniversaries) use an 11-month override, ensuring they always appear annually even if a follow-up was recently completed for another reason.
Viewing All Follow-ups
Follow-ups are surfaced per-client on the Overview tab of each client's detail page. To see all follow-ups for a specific client, open their detail page and click the Overview tab — follow-ups appear below the summary section on that tab, sorted by due date, with the most pressing items first. For a cross-client view of who needs attention today, the Today queue on your advisor dashboard ranks the contacts most worth reaching out to this morning.