Automated follow-up sounds like a black box. It is closer to plumbing: a set of rules about who gets contacted, when, through which channel, and what stops the sequence.
The trigger
Something identifiable happens — a form is submitted, a call is missed, a chat is abandoned. That event creates or updates a CRM record and attaches the source, campaign and page it came from.
The first response
Within seconds, an SMS and an email go out. They are short, in your tone, and they confirm what happens next. Where an assistant is enabled, it can answer common questions and ask one or two qualifying questions immediately.
The sequence
- A small number of further attempts across SMS and email over several days
- Different messages at each step, not the same one repeated
- A booking link available at every point
- The sequence stops the moment the person replies or books
- Anything the assistant cannot handle is escalated to a named person
What it does not do
It does not replace the sales conversation, and it should not pretend to be a human being. Its job is to hold the enquiry's attention and gather context so the person who takes over starts from a warm, informed position.