Automatic follow-ups

A follow-up is a short sequence of steps the firm runs on an enquiry by itself: a wait, then an email, a text or a task for whoever runs the enquiry, then the next. It starts once on each enquiry, and it stops as soon as there is no more reason to follow up.

Follow-ups are under Settings, Intake settings, Follow-ups.

What starts one

• A form is sent, from any intake form or one chosen.
• A form is left unsent after asking for its link: somebody who began a form and asked for a link to finish it, after the days you choose. Only the address they gave is written to, and the message may carry the link back to their answers.
• A booking is made, or a booked meeting is missed, for any booking type or one chosen.
• An enquiry waits without a matter for the days you choose.
• A proposal waits for an answer for the days you choose.

Nothing that happened before a follow-up was made starts it, and a follow-up paused and switched back on does not reach back over the time it was off.

Steps

Each step waits from the one before (hours, days or working days, which pass over weekends and the firm's closed days), then:

• sends an email with your subject and words;
• sends a text of up to 480 characters;
• or gives a task to whoever runs the enquiry.

The words may carry {{first_name}}, {{name}}, {{enquiry_number}}, {{firm_name}}, {{firm_phone}}, and for a form left unsent {{form_name}} and {{resume_link}}. Every email and text ends with a link that stops them. Drag a step, or use its arrows, to change the order.

What stops one

Before every step the firm checks, in order, and stops the follow-up when:

• the enquiry is closed, declined or has become a matter;
• the person wrote or called in (an inbound call, email, text or meeting logged on the enquiry);
• the form was sent after all;
• they asked for no more from the link in a message, which also stops every other follow-up and notice to that address;
• a person on the firm stopped it.

A message is not sent during the firm's quiet hours (set under Settings, General, Messaging); it waits for the morning. An address that bounced or asked for no more is skipped, with the reason. Every step sent or skipped, and every stop, is on the enquiry's Timeline.

On the enquiry

The enquiry's Follow-ups tab lists the follow-ups that started on it, each step's outcome with its reason, and when the next is due. Stop ends one, with a reason; nothing more is sent from it.