Follow-up Configuration

Let’s be honest - sometimes people need a gentle nudge. Your potential customers get busy, distracted, or just forget to respond. That’s where follow-ups come in handy.

Think of follow-ups as your helpful assistant who remembers to check back with prospects at just the right moments. They’re thoughtful touches that keep the conversation going naturally.

Here’s how the timing works: Everything starts ticking after you send your welcome message. Each follow-up waits its turn based on when the previous message went out. No overwhelming your prospects with a flood of messages!

Follow-ups Configuration

How It Works

The Flow

Someone reaches out - They send you that first message
You respond - Your welcome message goes out
Follow-ups begin - Each one waits its turn, stops if they respond
Respects boundaries - Business hours and time zones matter

Setting Up Your Sequence

Step 1: Create Your First Follow-up

Hit that ”+” button and you’ve got a new follow-up ready to customize.

Step 2: Pick Your Timing

Minutes: For urgent situations (1-59 minutes)
Hours: Same-day follow-ups (1-23 hours)
Days: Long-term nurturing (1+ days)

Step 3: Write Something Worth Reading

Make each follow-up different and actually helpful.

Step 4: Arrange the Order

Drag and drop to rearrange. Top to bottom is the order they’ll send.

Step 5: Test and Refine

Walk through your sequence as a customer would receive it.

Smart Timing Examples

For Most Service Businesses

First: A few hours later (2-4 hours)
Second: Give them a day (1-2 days)
Third: Weekly check (7 days)
Final: Monthly touch (30 days)

Emergency Services

First: Pretty quick (30 minutes)
Second: Still urgent (2 hours)
Final: Tomorrow (1 day)

Big Projects

First: Let them sleep on it (1 day)
Second: Weekly check-in (7 days)
Final: Monthly touch (30 days)

Writing Follow-ups That Work

Sample Sequence

First Follow-up - Add Value


Hey Sarah!

Just wanted to circle back about your kitchen remodel. I was thinking about what you mentioned regarding the island - I actually have some ideas that might save you money and look even better.

Got 5 minutes for a quick call this afternoon?

Thanks,
Mike

Second Follow-up - Show Credibility


Hi Sarah,

I know you're probably getting quotes from everyone for your kitchen project.

Just wrapped up a really similar job over on Oak Street - the before and after photos are incredible. Want me to send you a few pics? Might give you some ideas.

Let me know!
Mike

Third Follow-up - Create Gentle Urgency


Hey Sarah,

My schedule's getting pretty packed for March, but I've got one spot that would be perfect timing for your kitchen.

If you're still interested, just let me know by Friday and I can hold it for you.

Hope to hear from you soon,
Mike

Management Tips

Moving Messages: Drag up/down to reorder - it creates the story your messages tell

Source-Specific Setup: Customize per platform (e.g. Thumbtack expects quick responses, Yelp might be more relaxed)

⚠️

About Global Settings: When you turn on “Override Default Settings from Business (System)”, you can create custom follow-ups just for this source. Turn it off and you’ll use whatever follow-ups you set up business-wide.

Do’s and Don’ts

What Works

Talk about their specific project
Give them something new each time
Tell them exactly what to do next
Use their name (hit “Insert Customer First Name Placeholder”)
Sound like yourself

What Kills Your Chances

Sending basically the same message over and over
Sounding desperate or pushy
Bombarding them with messages
Writing like a robot

Before You Go Live

⚠️

Don’t Go Live Without Testing: Walk through your entire follow-up sequence and imagine you’re the customer receiving these messages. Does it feel natural? Helpful? Not annoying?

Quick Reality Check

Timing makes sense for what you do
Each message brings something new to the table
You sound like yourself throughout
People know how to reach you
Messages aren’t repetitive
The whole sequence feels right for your industry

Common Mistakes to Avoid

Sending everything in one day
Copy-pasting messages with tiny changes
Messages in the wrong order
Not thinking about what it feels like to receive them

Next: Integration Settings → | Back to Welcome Message → | Back to Messaging Settings →