Outcomes and undo
Record what happened on each queue item with the outcome wizard, and undo a just-recorded outcome.
By the end of this page you'll be able to work a queue item start to finish: say what happened, set the next reminder, and take it back within a minute if you picked the wrong thing.
Record an outcome
Open a row from the Today queue. The work panel opens on the right with the wizard's first question: Did you contact the patient?
Click Yes or No (or press Y / N).
Pick what happened. After Yes:
- They're thinking about it
- They want to be contacted again later
- They booked a consultation
- They're not proceeding
Then choose how you reached them under I contacted them via — this is required, and it's what powers your contact-rate reporting.
After No:
- I called but didn't speak to them
- I didn't call — I sent a message
- Give up on this lead — not proceeding
Each option also answers to its number key, 1–4.
Finish the branch you landed on (see below) and click Done (or press D).
Once saved, the item leaves the queue and the panel automatically opens the next actionable item — you can work the whole queue without touching the mouse.
If they booked
The booked path asks you to Confirm the value (optional — it prefills the journey's estimate) and add a Team note. Click Done to finish, or Add a reminder first if you still want a follow-up task. Booking moves the journey forward to your board's consultation-booked stage.
If they're not proceeding
The wizard asks you to confirm closing the lead as lost. Pick a Reason (optional) and add a Team note, then click Not proceeding — the button arms and asks once more: Confirm — closes this lead as lost. A lead closed this way gets no follow-up task, and any of its remaining call-now cards leave everyone's queue.
Set the next reminder
Every other outcome ends on the reminder step:
- Remind me to — Call, SMS, Email or WhatsApp.
- When — defaults to two days from now at 9:00.
- Assign the next task to — a teammate, yourself, or leave it unassigned.
- Team note — anything the team should know.
Click Done to save with the reminder, or Complete without reminder to skip it. The reminder becomes a follow-up task that surfaces in the queue on its due day.
Everything the wizard does — completing the task, stamping the journey's first contact, any stage move, the follow-up task and the timeline entry — is saved in one go, so the patient's record always tells a consistent story.
Undo a just-recorded outcome
Clicked the wrong option? You have a moment to take it back.
After you click Done, a confirmation toast appears in the corner — for example, Outcome recorded or Consultation booked.
Click Undo on the toast.
The item returns to its place in the queue and reopens in the work panel, exactly as it was: the task is reopened, the follow-up task is deleted, the stage move is reverted and the timeline entries are removed.
Undo is a 60-second window, and only the person who recorded the outcome can use it. The toast shows for a few seconds — once it's gone, or once the journey has moved on for another reason, the undo is no longer available. After that, correct things from the patient's record instead.
If a teammate beats you to a lead, SmileLine tells you: opening a lead someone else has open asks whether you want to take over, and recording an outcome on a task that was just completed shows an error and refreshes your queue.