Guide
How to make sure what was agreed on a call gets delivered
To make sure what was agreed on a call gets delivered, capture each commitment as it was said, give it one owner and a date, keep it where the team already works and tell the client when it is done. The weak point is usually the hand-off after the call, not the work itself.
Updated
Writing it down is not delivering it
Many teams already write down what was agreed. The trouble starts after that: the items sit in a list nobody acts on, or in a summary nobody reads, and the work only moves when someone stops to manage it. What a busy team wants from a call is the result, delivered, without having to keep checking whether it happened.
Why commitments slip
They stay in the transcript
The promise was made out loud. Unless someone pulls it out, it stays in a transcript nobody reads again.
They have no owner
A call has several people on it. Without one name next to a promise, each person assumes someone else has it.
They lose their context
When the work moves to another tool, the link back to the call is lost, and the person doing the work cannot see what the client said.
Nobody closes the loop
The work gets done, but the client is never told, so from their side the promise was never kept.
A simple system that holds
Capture the commitment as it was said
Who promised what, to whom and by when, in the words from the call.
Give it one owner and a date
One person, one date. If no date was said, choose one and tell the client.
Keep it where the team already works
An issue in Linear, an event in the calendar, a line on the customer’s record. Keep the link back to the call.
Review what is open every week
A short weekly check of what is overdue catches a slip before the client does.
Tell the client when it is done
Close the loop with the person who asked. That is when the promise counts as kept.
Why approval matters
Handing the follow-through to software only works if the team trusts what reaches the client. Plenty of teams are not ready to let a tool contact a client on its own, and they should not have to be. In Nova, emails and calendar invites from Triage always ask first, and a routine only sends to recipients its owner fixed in advance, so the team decides what goes out.
How Nova keeps each commitment moving
Detects the commitments
After a call is analysed, Nova picks out who promised what, to whom and by when.
Checks what already exists
Nova compares each one with earlier calls with the same people, related Linear issues and existing customer records, so it updates rather than duplicates.
Prepares the next step
Each step waits in Triage for your team to approve, edit or dismiss. Approved steps run straight away through the owner’s own connection.
Follows it to the client
For a Linear issue raised on a call and marked for customer follow-up, Nova watches it and its sub-issues, and prepares the update to the client once the work is complete. The person who approved the original step confirms the send.
Runs the weekly check
A routine can look for overdue work every Monday morning and add a follow-up for each item it finds.
Start with one call
Take your next client call and run the five-step checklist for after a client call. If the work it creates is engineering work, see how Nova and Linear carry it from the call to a closed issue.
Frequently asked questions.
Something else on your mind? Talk to the team.
Usually not because the work is hard. They get missed in the hand-off: nobody writes the promise down, it has no single owner, or the work loses its link to what the client said.
Capture each one as it was said, with an owner and a date, and keep it where the team already works, connected to the call. A weekly review of what is overdue catches the rest.
Nova is built for this. It is a workspace that delivers outcomes: it picks out the commitments made on a call, prepares each next step for your approval, runs approved steps in tools such as Linear and Gmail, and follows supported work through to an update for the client.
No. Nova imports transcripts from Granola and Fireflies, and its Mac app can capture calls as well, so you can keep what you use now.
Only where your team allows it. Steps Nova prepares from a call wait in Triage for someone to approve, edit or dismiss. Always allow covers the kinds of steps a person trusts, routines follow the rules their owner sets, and emails and calendar invites from Triage always ask first.
Keep reading
- GuideWhat to do after a client callAfter a client call, list what was agreed, give each commitment an owner and a date, send a recap and check in until it is delivered. A 5-step checklist.
- IntegrationNova with LinearNova picks out bugs, requests and commitments from customer calls and prepares Linear issues with the call’s context for your team to approve.
- CompareNova vs FellowNova is a workspace that delivers what was agreed on your calls, with your approval at each step. Like Fellow, it captures and writes up the call along the way.
- For agenciesNova for agenciesNova is a workspace that makes sure what your agency agrees on client calls gets delivered: each commitment picked out, approved and kept in view until it is done.
Stop logging work.Start delivering it.
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