---
id: follow-ups
title: Follow-ups
slug: /follow-ups
description: Automatic texts, calls and emails that follow up on leads, quotes and calls — with ready-made recipes, stop rules and quiet hours.
---

**Follow-ups** send a short series of texts, calls and emails when something
happens — a new lead, a sent quote, a finished call — and stop as soon as the
customer replies, books or answers. Open your workspace and choose **Follow-ups**
under **Engage**.

![The Follow-ups page](/img/product/follow-ups.jpg)

*Follow-ups, with your own on one tab and ready-made ones on the other.*

## Find your way around

| Area | What it does |
| --- | --- |
| **My follow-ups** | The follow-ups you have turned on or built. Search them, filter them, switch each on or off, pause or delete. |
| **Ready-made templates** | Proven recipes. Choose **Use this follow-up** to add one to your account, then edit it. Reach the same list from **Browse templates**. |
| **New follow-up** | Build one from scratch. |
| **Connect forms** | Link a [lead form](./lead-capture.md) so new submissions start a follow-up. |

A summary strip at the top shows how many follow-ups are on and how many people
are enrolled. Until you have any, the page says *You don't have any follow-ups yet*
and points you to **Browse templates**.

## Ready-made follow-ups

Start from one of these. Every one is fully editable.

| Follow-up | Starts when | What it does |
|---|---|---|
| **Reply to new leads fast** | A new lead comes in | Texts within seconds, then has an agent call if they don't reply. |
| **Ask for a review** | A job is marked complete | Thanks the customer and asks for a review. |
| **Win back quiet customers** | A customer has been inactive for a while | Checks in with customers you haven't heard from. |
| **Thank callers after a call** | An agent finishes a call | Sends a summary or next steps. |
| **Call back website enquiries** | Your website form is submitted | An agent calls whoever filled in your contact form. |
| **Follow up on a sent quote** | A quote is sent to a customer | A text after 2 days, then an email 3 days later, each with the quote link. |
| **Finish unfinished quote requests** | Someone starts a quote request but doesn't finish | A text after 15 minutes, then an agent calls an hour later. |

The two quote follow-ups work with your [Quote Agent](./quote-agent/overview.md).
**Follow up on a sent quote** stops when the customer accepts, declines or books.
**Finish unfinished quote requests** stops if they complete the form.

## Build or edit a follow-up

1. **Starts when** — the event that enrolls a contact.
2. **Steps** — add as many as you need:
   - **Text** — a message sent from your agent's number.
   - **Call** — an agent calls the contact. Choose **Which agent calls**.
   - **Email** — a subject and message, sent to the contact's email address.
   Each step has a delay after the one before it ("after 2 days").
3. **When to stop** — **Stop when they reply** is on by default. A follow-up also
   stops when the contact books, or for quotes when they accept or decline.
4. **Nothing at night** — texts and calls between 9 PM and 8 AM wait until morning.
   Choose the **Time zone** to use.

Use **Preview** to read the messages as a contact will see them, and **Simulate** to
walk a pretend contact through the steps before you switch it on.

## Personalize messages

These placeholders are filled in when each message is sent:

| Placeholder | Becomes |
|---|---|
| `{contact.name}` | The contact's first name, or "there" if it isn't known. |
| `{business.name}` | Your workspace name. |
| `{booking_link}` | The booking link set in your Quote Agent approvals. |
| `{quote_link}` | The customer's quote link (quote follow-ups only). |

## Before texts can send

Texts to US numbers only send once your number is registered for business texting.
The Follow-ups page shows **Register numbers** or **Review registration** until it's
done. Calls and emails aren't affected.

:::warning
Contacts who reply STOP are never texted again, and every active follow-up for them
stops at once. Only follow up with people who asked you for something — a quote, a
callback, a booking. See [Compliance](./compliance.md).
:::

## See how they're doing

Each follow-up shows **People enrolled**, **In progress** and **Converted** — people
who finished the follow-up or replied.
Turn a follow-up on or off with its switch. Everything you built is kept when it is off.