> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rivvi.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Following up

> Handle what comes back from your outreach — the calls that need a person.

Not every outreach ends cleanly. Someone asks a question the agent can't answer, a call needs a human callback, or a result needs review. Rivvi surfaces these so nothing slips.

## What needs you

Ask Rivvi directly, any time:

```text theme={null}
What needs my attention right now?
Anything I need to follow up on?
```

Rivvi shows an attention list — the items waiting on a person — as a card you can work through.

## Escalations

When a call reaches a point that should go to a human — a specific request, a sensitive situation, or anything the agent is set to hand off — Rivvi flags it as an **escalation**. You'll see what happened and what's being asked, so you can pick up the thread.

<Tip>
  You can shape what gets escalated versus handled by the agent. Ask Rivvi about your handoff settings, or adjust them in settings.
</Tip>

## Working an item

From a follow-up card you can typically:

* **Open the detail** — see the transcript summary and what the person needs.
* **Take the next step** — schedule a callback, log an outcome, or write it back to a connected CRM (with your approval on the write).
* **Close it out** — mark it handled so it leaves your list.

## Keeping outreach in sync with your CRM

If you've connected a tool like HubSpot or Salesforce, following up can write back to it — a call note, a follow-up task, a logged outcome — so your system of record stays current. Writes always ask for your approval first. See [Using connectors in chat](/connectors/using-connectors-in-chat).

## Next

<CardGroup cols={2}>
  <Card title="Analytics" icon="chart-line" href="/workspace/analytics">
    Measure how a program is doing overall.
  </Card>

  <Card title="Connectors" icon="plug" href="/connectors/overview">
    Keep your CRM in sync with outreach.
  </Card>
</CardGroup>