Follow up on sent quotes automatically

Turn on the quote follow-ups in Customer messages, set when each one goes, switch one off for a single quote, and see which quotes are being followed up.

Quote follow-ups are customer messages. In the sidebar, open Settings, then choose Customer Messages under Communications. The page address is /settings/org/customer-messages. Each follow-up goes to whoever the quote was sent to, with the same secure link.

Before you start

• A follow-up only goes out for a quote you sent and that is still open, so see Send a quote first. It stops on its own once the customer accepts or declines.
• Your role needs permission to publish automations to flip the switches. If every switch is greyed out, ask your admin.
• Texts need your own texting number. Without one, follow-ups go by email.

Steps

1. Press the Quote follow-ups heading. The group starts folded and says how many are on, for example Nothing on.
2. Pick the follow-ups you want and press the switch at the right end of each row:
   • Quote follow-up goes before the quote expires (3 days before, unless you change it).
   • Quote expiring today is a last nudge on the expiry day.
   • Second quote follow-up goes after the quote expired, in case the customer still wants the work.
3. To change when one goes, change the number of days and choose before, on the day or after on its timing line. Nova moves any follow-up already waiting. Reset to default puts the timing back.
4. Tick Attach the PDF if the follow-up email should carry the quote as a PDF.
5. Press the Email or Text chip on a row to choose how it goes. A white chip is off.
6. Press Preview to see what the customer gets, or Edit wording to change it; see Change the wording of a customer message.

What you see

• Each row shows whether it is on, Email only, Text only, or Off for everyone when it was switched off in the automation builder.
• On a quote, the Follow-ups panel shows the organization's choice for that quote. Switch one off there to skip it for that quote only.
• To see which quotes are being followed up, open Automation, then By Area, then Quotes (/quotes/lifecycle, heading Quote follow-up automation). Actionable enrollments lists each quote with its next step and when it is due; Pause lifecycle sequence, Resume and Suppress future actions hold or stop the follow-ups for that quote.

If something looks different

• A row says it needs a texting number, with Get your texting number beside it: texts wait until you have one; email still goes.
• The timing line says it was customized in the automation builder: its timing is set there now. Customize on the row opens it.
• A follow-up did not go: the quote was accepted, declined or converted first, or the switch was turned off on that quote.
• The Quotes automation page also offers Create quote follow-up automation, which builds a separate automation from a preset. You do not need it when the rows here are on; use it only for a follow-up these rows cannot express.

Open Customer messages