Follow-Up & Relationships
Two systems working together: a follow-up engine that pushes every lead toward a booked job, and a relationship memory layer that makes the contractor remember everything personal about each customer. No lead falls through. No relationship feels transactional.
Lead Follow-Up Engine
Every contact has a conversion status. The system tracks the last touchpoint and flags contacts that have gone cold — so the contractor always knows exactly who needs attention and why.
Conversion Statuses
Lead · Estimate Sent · Follow-Up Needed · Booked · Lost
Follow-Up Queue (Dashboard View)
| Contact | Last Touch | Status | Suggested Action |
|---|---|---|---|
| John Smith | 6 days ago | Estimate Sent | Send follow-up text |
| Maria Lopez | 14 days ago | Initial Inquiry | Call or email |
| Tom Baker | 3 days ago | Booked | Reminder day before job |
The system can automatically send a follow-up (email or SMS) on the contractor's behalf, or notify them to reach out personally — depending on preference and lead temperature.
Relationship Intelligence
The CRM remembers everything customers mention — birthdays, anniversaries, family details, preferences, concerns — so the contractor can reference them naturally and build real loyalty over time.
What Gets Captured
- Birthdays — auto-remind contractor to send a note X days in advance
- Anniversaries — home purchase date, job anniversary, anything relevant
- Family details — kids' names, pets, spouse name — anything mentioned in a call or message
- Preferences — communication style, budget sensitivity, timing concerns
- Objections — what they hesitated on and why
- Conversation notes — pulled from call transcripts, field video audio, or manual entry
How It Gets Populated
- AI extracts personal details from call transcripts automatically
- Digital Receptionist logs mentions during every inbound call
- Field video transcriptions capture anything said on-site
- Contractor can add notes manually at any time
Reminder System
- Birthday and anniversary reminders pushed to contractor X days in advance
- AI drafts a personalized message — not a generic blast
- Contractor reviews and sends with one tap
Email Newsletter & Warming Campaigns
Segmented, personalized campaigns that keep leads warm and past customers engaged — without the contractor writing a single email manually.
| Segment | Who | Content |
|---|---|---|
| Cold Leads | Inquired, never booked | Social proof, project spotlights similar to their job type, objection handlers. |
| Warm Leads | Estimate sent, no response | Testimonials from customers with similar jobs. "Here's what someone in your situation said." |
| Past Customers | Job complete | Stay top of mind. Seasonal upsell. Referral ask. "Know anyone who needs this?" |
| VIP Customers | High-value, repeat | Personal notes. Early access. Priority scheduling. Exclusive offers. |
AI personalization: If a lead hesitated on price, they get the objection-handler testimonial email — not a generic newsletter. The system knows what each person needs to hear.
SMS Reminders & Follow-Ups
| Trigger | SMS Sent |
|---|---|
| Estimate sent | "Hey [name], just sent over your estimate — let me know if you have any questions." |
| No response after 3 days | "Still here if you want to talk through the project." |
| Appointment confirmed | "Your inspection is booked for [date/time] — see you then." |
| Day before appointment | "Reminder: we'll be there tomorrow at [time]." |
| Project complete | "Project's done — you'll get a short survey shortly. Thanks for your business." |
| Cold lead re-engage | "Spring is the best time for [job type] — want to get a quick estimate?" |
All SMS from pre-approved templates. Opt-out (STOP) handled automatically. No texts before 8am or after 8pm.
Open Questions
- Email platform — Mailgun, SendGrid, Resend, or other?
- SMS platform — Twilio, Vapi, or other?
- Are newsletters sent from the contractor's own domain?
- Can contractors configure custom follow-up sequences, or is it fully AI-driven?
- How does a lead get marked "Lost" and removed from follow-up?
- What is the re-engagement window before a cold lead is archived?