Manage action items and follow-ups

Action items keep the next steps you agreed in a session next to your notes, so you can see what’s still open before you meet again. A follow-up turns that context into a message your client can revisit.

Open Clients, select a person, then open a note from Notes. Action items and Follow-up appear inside the note.

Add an action item

Start writing in the note first. Action items attach to a saved note, and notes save automatically as you write.

1. In Action items, select Add action.
2. Choose You or Client to record who is responsible, then write a specific next step, such as Review the three shortlisted roles.
3. Turn on Visible to [client name] for items you’re happy to put in front of your client. Draft with Pip only includes visible, unfinished items in a follow-up. Keep an item private to leave it out of those next steps. New items start assigned to you and private, and assigning one to Client doesn’t make it visible on its own.
4. Add the action. It appears in the action list, where you can track it alongside your notes.

Adding or changing an action item does not notify your client. Send a follow-up when you want to communicate their next steps.

Complete, edit, or remove an action

Select the checkbox beside an action when it is done. Completed items remain in the panel; clear the checkbox to mark one unfinished again.

Use the action’s options (⋮) to Edit its text, assignment, or visibility. Choose Delete and confirm when the action no longer applies.

Prepare and send a follow-up

1. Open Follow-up in the note. Choose New follow-up to write your own message, or Draft with Pip to prepare one from the available notes, summary, and action items. Pip drafting becomes available once the summary is ready.
2. Review the Subject and message body. Edit the draft to reflect what you agreed with the client; your draft changes save automatically.
3. Review Via. Every follow-up goes to the Client portal, which doesn’t notify them. Turn on Email to also send the full message to their inbox; their replies come to your email address.
4. Select Send message when the message is ready for the client.

Once sent, the message stays in Follow-up and can no longer be edited. Use Discard to remove an unsent draft you don’t want to keep.