# Complete renewal calls

> Work To-Do Calls, save outcomes, and find follow-up history.

Language: en-US. Product guide: https://agencymesh.com/help/ams-todos/.

Last reviewed October 7, 2026 by AgencyMesh Product Support · Checked against release 2026.10

Open [Dashboard](https://app.agencymesh.app/) > **Action Items > To-Do Calls** for customer follow-up. [To-Do Report](https://app.agencymesh.app/ams/ToDoSearch) holds history.

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## Contact the customer and save the result

1. Use the customer name for lookup. **Type** and **Last Transaction** help you plan the contact.
2. For policy details, click the carrier, then **Step 1 · Click to Copy Policy Number** and **Step 2 · Click to Open Carrier**. Paste the number into the carrier’s search.
3. For call or SMS wording, click **Script** below **Status** on Dashboard. [Use a script](/help/training-documents-and-scripts/#training-call-script).
4. Click the phone number to call with your selected phone. After contact, choose **Status**. It saves immediately; choose another value to correct it. **Status history** shows earlier changes.

- All call types offer **None**, **Called**, and **Sent SMS**.
- **Upcoming / Due / Late** also offer **Done** and **EFT**. **6 Months / 12 Months** also offer **Active** and **Canceled**.
- Status changes do not contact the customer. **Auto SMS** is a report filter, not a manual outcome.

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## Find past follow-up

1. In **To-Do Report**, choose **Scope**, office or agent, **Start**, and **End**. Add **Customer**, **Phone**, **Policy**, **Carrier**, **Status**, or **Call Type** as needed.
2. Click **Search**. Use **Script** for wording, **Status** to change an outcome, or **Status history** for earlier changes. Use **Reset** if extra filters hide a record.

Agent accounts default to **Agent** scope; Office accounts to **Office**. Report assignments can differ from Dashboard’s active-user and Zone Shift sharing. Use **Office** scope for the office list.

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## Administrator: start an AMS run

1. Open [AMS Queue](https://app.agencymesh.app/ams/amsQueue). Choose **AMS**, **Start Date**, and **End Date**.
2. Set **Run Type** to **Renewal Calls** or **Credential Check**, then **Run**. Keep the report number for follow-up.

Submission starts processing. After a **Renewal Calls** run finishes, its work appears in **To-Do Report**.

## Related guides

- [Follow up with customers](https://agencymesh.com/help/leads-and-quotes.md)
- [Record and review calls](https://agencymesh.com/help/call-tools-and-reports.md)
- [Send an attachment by text](https://agencymesh.com/help/sms-messaging.md)
- [Use documents and scripts](https://agencymesh.com/help/training-documents-and-scripts.md)