Automated Quote and Lead Follow-Ups
Follow up on every sent, unsigned quote and every new lead automatically, as a note from the rep, until the customer signs, replies, or is quoted.
Updated September 4, 2026
Follow-up sequences send a short series of messages after a quote goes out or a lead comes in, written as a note from the rep, and stop on their own the moment the customer acts. You set the days and the wording once under SettingsAutomationsFollow-Up Sequences; every quote and lead from then on is handled without anyone remembering to click Resend.
Part of the Sales Pipeline add-on
Follow-up sequences come with Sales Pipeline, added from SettingsBilling on any paid plan. Without it the Follow-Up Sequences group shows the add-on instead of the rules, and the quote and lead pages do not show a follow-up card.
What turns on when you add Sales Pipeline
Unlike every other automation, both sequences start On the moment Sales Pipeline is active, because the follow-up is what the add-on is for. Activation also seeds the default steps and switches on the two matching rows under SettingsCustomer Notifications — Quote follow-up sequence and Lead follow-up sequence — for email. Their text (SMS) switches stay off until you turn them on.
Open the group
Go to SettingsAutomationsFollow-Up Sequences. You will see two rules, Quote Follow-Up and Lead Nurture, each with an On/Off switch.
Edit the steps
Click a rule to open its sequence. Each step has a Day (1–60, counted from when the quote was sent or the lead came in), a Channel (Email or Text (SMS)), a Subject, and an Email body. Text steps also have a Text message with a character and segment counter. Use + Add a step for up to eight steps, and Remove to drop one.
Write for the viewed case (quotes only)
On a Quote Follow-Up step, open If the customer has viewed the quote to write a second version that is used once the customer has opened the quote link. Leave it empty to always use the body above.
Test, then save
Send me a test emails that step to your own address with sample values. Save sequence applies your changes to the next step of every quote and lead already in the sequence. Reset to defaults puts the shipped steps back.
Tokens you can use in any field: {{firstName}}, {{tenantName}}, {{repName}}, {{repFirstName}}, {{companyPhone}}, {{quoteNumber}}, {{quoteTotal}}, {{validUntil}}, {{quoteLink}}, and {{serviceInterest}}. Saving refuses a step with a token that is not on this list.
The default steps
| Quote Follow-Up | Channel | What it says |
|---|---|---|
| Day 2 | Checks that the quote arrived and offers to change anything. | |
| Day 5 | Asks whether the timing is right; a viewed-quote version asks what raised a question. | |
| Day 9 | Text (SMS) | Last note with the valid-until date and the approve link. Falls back to an email with the same message. |
| Lead Nurture | Channel | What it says |
|---|---|---|
| Day 1 | Introduces the rep and asks for a good time to call. | |
| Day 3 | Offers to put a quote together from a few details. | |
| Day 7 | A yes, a no, or a "later" all help. | |
| Day 14 | Text (SMS) | Last note with the company phone. Falls back to an email. |
Steps send during business hours in your company time zone: a step that would land before 8 AM moves to 10 AM that day, and one that would land at 6 PM or later moves to 10 AM the next day. No quote or lead gets two steps inside 24 hours.
When a sequence stops or pauses on its own
Every step is decided at send time from the quote or lead itself, not from a schedule set days earlier.
| The customer or office… | Quote Follow-Up | Lead Nurture |
|---|---|---|
| Approves, declines, or voids the quote | Stops | — |
| Lets the quote expire | Stops | — |
| Marks the quote sent internally (Notify customer off) | Stops | — |
| Puts the quote On Hold | Pauses until you Remove From Hold (days already due are skipped) | — |
| Replies to any message | Stops | Stops |
| Unsubscribes from email or replies STOP to a text | Stops | Stops |
| Edits the quote after sending | Pauses until you Resend | — |
| Resends the quote | Restarts from the new send | — |
| Sends the lead a quote (or moves it to Quoted), converts, or marks it Lost or Spam | — | Stops |
| Sets the lead to For later | — | Pauses; moving it back resumes, skipping any step whose day has passed |
| Turns the rule Off in Automations | Stops every open one | Stops every open one |
Edited quotes wait for Resend
Editing a sent quote invalidates the customer's link, so the follow-up pauses rather than point at a dead page. The quote's card reads Paused — quote edited after send. Resend to restart. Resending starts the sequence again from that send.
Put Quote On Hold is not Internal send
On a Sent quote, Put Quote On Hold pauses follow-up while the customer can still view and accept. Mark Sent (Internal) hides the quote and stops follow-up. A held quote's card reads Paused — quote is On Hold. Remove From Hold to resume (days already due are skipped).
Text (SMS) steps
A text step only sends a text when all of these are true; otherwise it sends the step's email body and the card shows sent as email with the reason.
- The customer has a phone number on file and recorded consent to receive texts. Consent is recorded when a prospect ticks the text-me box on your website form, tells the AI receptionist it is okay to text them, opts in to texts in the customer portal, or when the office ticks Agreed to receive text messages on a lead (Sales and BillingLeads) or on a customer's contact details. A lead's consent carries over on Convert to customer.
- The number has not replied STOP.
- The text switch on the Quote follow-up sequence or Lead follow-up sequence row is on under SettingsCustomer Notifications.
- The monthly allowance has room. Your account includes 200 text segments per calendar month for sequences; the sequence editor shows how many are used.
"Reply STOP to opt out." is added to every text automatically.
On a quote or lead
Every quote on Sales and BillingQuotes and every lead on Sales and BillingLeads shows a Follow-up sequence card: Active with the next step and time, Paused with the reason, Completed, Stopped with the reason, or Not running. Click the next step (for example Day 2 email) to read the message exactly as it will go out — the sender, reply-to, subject, and body with this customer's details, and for a text step the text itself plus the email that goes instead if the number cannot be texted. A step picker in that preview shows the later steps too. Use Stop to end one early and Start follow-up to enroll a sent, unsigned quote (or an open lead) by hand; a manual start counts its days from now.
Sent quotes also show whether the customer has opened them — Viewed N times · last … · not yet signed, or Not viewed by the customer yet — which is what the viewed-quote wording keys off. An On Hold badge means follow-up is paused; the customer can still open the link.
Open quotes from before you turned it on
Turning the rule on does not reach back. The Follow-Up Sequences group shows a one-time prompt — N open quotes from the last 30 days aren't in a follow-up — with Enroll and Dismiss. Enrolling starts each quote from its original send date; steps already past are skipped, and a quote with no steps left is not enrolled.
Verify it worked
- Send a quote to a customer address you control. Its Follow-up sequence card should read Active with Next: Day 2 email and a time two days out during business hours.
- Open the quote link from that email. The quote page should now show Viewed once.
- Approve the quote from the portal. The card should switch to Stopped — quote signed and no further email should arrive.
If nothing goes out
| Symptom | Check |
|---|---|
| Card reads Not running on a new quote | The rule is Off under Follow-Up Sequences, or the quote was sent with customer notifications held (no link for the customer). |
| Card reads Paused — quote is On Hold | Open the quote and click Remove From Hold, or wait until the hold date if you set one. |
| Card is Active but the step passed with skipped (prefs off) | The Quote follow-up sequence email switch is off under Customer Notifications, or the master switch is. |
| Step shows skipped (stale) | The step's day had passed by more than three days when it was due (for example after enrolling old quotes); it is never sent late. |
| Text step shows sent as email (no consent) | Record consent on the lead before conversion, or accept the email fallback. |
| Group shows the Sales Pipeline add-on instead of the rules | The add-on is not active for your plan. Add it from Settings → Billing, or ask your company admin. |
Frequently asked questions
Will a customer keep getting follow-ups after they sign?
No. Every step is checked against the quote at send time. Approved, declined, voided, and expired quotes stop the sequence, and so does a reply from the customer. Mark Sent (Internal) also stops it. Put Quote On Hold pauses it until you Remove From Hold. A quote you edit after sending pauses it until you Resend.
What is the difference between Put Quote On Hold and Mark Sent (Internal)?
Put Quote On Hold keeps the quote Sent. The customer can still open the link and accept. Follow-up pauses. Mark Sent (Internal) (Notify customer off) hides the quote until you Share With Customer, and follow-up stops.
Why did a text step go out as an email?
A text only sends to a number with recorded consent (website form, receptionist, portal, or the office toggle), no STOP on file, the Quote follow-up sequence text switch on in Customer Notifications, and room in the monthly allowance. Any miss sends the step's email body instead and shows as "sent as email" on the quote's Follow-up sequence card.
Who does the message come from?
The rep who sent the quote (or is assigned the lead), as "Sam Rivera at Your Company" with their own address as the reply-to. If that person is inactive or has no email, it comes from the company name with your billing email as the reply-to.
Does turning it on chase quotes I sent last month?
Not by itself. The Follow-Up Sequences group shows a one-time prompt listing open quotes from the last 30 days with Enroll and Dismiss. Enrolled quotes start from their original send date, and steps whose day has already passed are skipped.