I’m building PitchWhip and looking at how callback changes should appear in a CRM.

Say a prospect asks for a call on Tuesday, then messages before Tuesday to move it to Thursday. No call has happened in between.

My instinct is to keep one open task, update it to Thursday, and retain the original date and the change in its history. Leaving both tasks open gives the rep two reminders. Closing Tuesday’s task and creating another might keep the history clearer, but could also muddy completion reporting.

If a call actually happened on Tuesday and ended with ‘try me Thursday’, I’d record that attempt and create a separate follow-up.

Does that match how your team works? Are there cases where moving the existing task causes problems with reporting, reassignment or accountability? Interested in which CRM you use and what breaks in practice.