---
title: "Work through follow-ups"
description: "Review and approve contact with a person, take the follow-up on yourself and record how far it got."
---

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

# Work through follow-ups

> **Early access**
>
> Ámbar is in early access: its screens and names may change. To use it in your organization, talk to your Arbol team.

A **follow-up** (*gestión*) is the follow-up of one person under one contract: their pending care, the contact your team approves and what they answered. Work through follow-ups when a program proposes contacting someone or when a follow-up falls due.

## Before you start

- To record results and take follow-ups you need a role that allows **Actualizar información y gestiones** (update information and follow-ups).
- To approve a contact you also need **Autorizar y enviar comunicaciones** (authorize and send communications).
- **Llamada automática (Arbi)** (automatic call) is only enabled if your organization has an agent set up by the Arbol team and the person has a valid phone number.

## Steps

1. In the menu, click **Gestiones** (follow-ups). At the top you see the lists with their counts: **Por revisar** (to review), **Por llamar** (to call), **En curso** (in progress), **Próxima hora** (next hour) and **Cerrados** (closed), plus **Críticos** (critical) when a program sets response hours or a critical result arrives.

2. Click **Por revisar**. These are new cases waiting for a decision before anyone contacts the person. To see fewer, check **Hoy y vencidas** (today and overdue) or **Míos** (mine).

3. Click a person's name to see their follow-up: **Atenciones abiertas** (open care items), **Llamadas hechas** (calls made), **Próxima llamada** (next call) and **Primera que vence** (first due), with the list of their care items. **Abrir ficha de la persona** (open the person's record) takes you to their record.

4. If you're going to handle it yourself, click **Tomar gestión** (take follow-up) in the **Responsable** (owner) column. While someone on the team holds the follow-up, the automatic contact is paused and the team keeps tracking the deadlines.

5. To approve the contact, click **Revisar** (review) in the row (for example, **Revisar 2 atenciones**). **Aprobar el contacto** (approve the contact) opens.

6. Read **Qué debe lograr el contacto** (what the contact must achieve). Ámbar suggests a text based on the pending care item; edit it if needed, or click **Redactar de nuevo** (draft again).

7. Under **A quién contactar** (who to contact), choose **A la persona** (the person), **A quien la cuida** (their caregiver), **A su médico** (their doctor) or **A la clínica o sede** (the clinic or site). If it isn't the person, type the **Nombre** (name) and the **Teléfono** (phone) in international format with no spaces (fictional example: +575550142), or a **Correo (opcional)** (email).

8. Click **Aprobar** (approve). The follow-up moves to **Por llamar**.

9. Make the contact:
   - If your team calls, make the call and log it in the record with **Registrar** › **Llamada realizada** (see [Find a patient and review their record](/en/ambar/patient-record/)).
   - If your organization has it, click **Llamada automática (Arbi)**: Arbi calls the person on its own with the approved purpose and leaves the result in the follow-up. For several at once, select the rows in **Por llamar**, click **Llamada automática (Arbi) a…** and confirm with **Iniciar… llamadas** (start calls).

10. When you know how far it got, open the person's follow-up and click **Registrar resultado** (record result) next to the care item. In **¿Qué pasó con esta persona?** (what happened with this person?), choose under **Hasta dónde llegó** (how far it got): **Habló con la persona** (spoke with the person), **Le explicamos qué hacer** (we explained what to do), **La remitimos a un servicio** (we referred them to a service) or **Tiene cita o ya ingresó** (has an appointment or was already admitted).

11. If you want, add a **Nota (opcional)** (note) with no sensitive clinical data, and click **Guardar** (save).

## What you see when you're done

The follow-up moves along its path and changes lists: from **Por revisar** to **Por llamar**, then to **En curso** and, once completed, to **Cerrados**, where it stays as history.

Recording how far a follow-up got doesn't confirm the care itself: confirmed care only comes from the clinical system.

## Common problems

- **The Aprobar button is disabled.** Write what the contact must achieve. If you aren't contacting the person themselves, fill in the name and a phone number in international format, or an email.
- **Llamada automática (Arbi) is disabled.** Ámbar says why below the button or when you hover over it. The most common reasons: the contact must be reviewed and approved first, a contact is already in progress, or someone else on the team holds the follow-up.
- **It says «Todavía no se puede llamar»** (can't call yet). Something needed to contact the person is missing, such as a valid phone number. If **Resolverlo** (fix it) appears, click it to go and fix it.
- **A follow-up says «Gestión abierta por el equipo»** (opened by the team). It's worked from the person's record, with **Gestionar caso** (manage case).
- **It says «Caso no encontrado»** (case not found). The follow-up you opened from a link has changed. Look it up by the person's name.

Source: https://docs.getarbol.com/en/ambar/cases/index.mdx