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Follow-ups & Reminders

The next conversation never slips away.

Turn “I’ll get back to you” into a dated follow-up with a reason, a channel and an owner, and send it only when the customer’s preferences allow.

Owner sending a WhatsApp reminder from Noxtill

Why it matters

Promises made in chat are easy to lose.

“I’ll send that quote Tuesday” gets typed into a text thread and scrolled away. Days later the customer has moved on, and nobody remembers who said they’d follow up.

Follow-ups & Reminders put each promise on a list with a due time, a reason and an owner, so it shows up on the right day for the right person.

How follow-ups & reminders work

A clearer way to work.

  1. 1Select triggerA quote sent, a visit completed, or a promise you type in yourself.
  2. 2Choose channel and due timeText, email or a call, at a specific date and time.
  3. 3Review messageTemplates fill in names and details; you can edit before sending.
  4. 4Send if permittedQuiet hours and unsubscribe preferences are checked first.
  5. 5Close or rescheduleMark it done, snooze it, or set the next follow-up.

Interface and key controls

See the details that keep work moving.

Mark follow-ups done or snooze them, and see how quiet hours and unsubscribes change what can be sent.

Heather DunnFollow-up Reason: Resurfacing quote $14,800.00SMS · Today · 10:00 AM
Assignee: Tara QuinnReady to send
Robert KlineFollow-up Reason: Promised callback about filter pumpCall · Today · 1:30 PM
Assignee: Jordan EllisReady to send
Monica HartFollow-up Reason: Seasonal maintenance reminderSMS · Today · 9:30 PM
Assignee: Tara QuinnHeld for quiet hours · sends 8:00 AM

Business scenarios and exceptions

Designed for real-world exceptions.

Reminders respect quiet hours and unsubscribe choices, failed deliveries are shown instead of hidden, and any follow-up can be snoozed.

SentThe message went out on the chosen channel. The follow-up is marked done and logged on the customer’s profile.
Held for quiet hoursA text due at 9:30 PM waits until 8:00 AM, or whatever quiet hours you set.
Blocked or failedThe customer unsubscribed from that channel, or delivery failed. The assignee gets a task to call instead.

Business scenario

A practical day in the business.

Bluebird Pools & Spas in Scottsdale, AZ sends resurfacing and repair quotes every day. Sales lead Tara Quinn and service manager Jordan Ellis share the follow-ups.

  • Mon 4:10 PM — Tara sends Heather Dunn a $14,800.00 resurfacing quote and sets a follow-up for Tuesday 10 AM by text.
  • Tue 8:00 AM — The follow-up appears in Tara’s Due Today list with the quote attached.
  • Tue 10:02 AM — Tara reviews the text and sends it. Heather replies with questions about tile.
  • Tue 10:20 AM — Tara marks it done and sets the next follow-up for Thursday: “send tile samples”.
Backyard swimming pool with lounge chairs

FAQs

Follow-ups & reminders questions.

Related: Customer 360 · Segmentation

How are reminders scheduled without spamming customers?

Each follow-up has one due time and one channel. Quiet hours, unsubscribe choices and a limit on messages per customer are checked before anything is sent.

Can a follow-up be a task instead of a message?

Yes. A follow-up can be a call or a to-do for the assignee, not only an automatic text or email.

What does snooze do?

It moves the follow-up to a later time you choose and keeps a note of the change.

Who should use follow-ups and reminders?

Appointment, quoting and relationship teams who make promises to customers and need them kept.

What happens if a message fails to send?

The follow-up is marked failed with the reason, and the assignee gets a task to reach the customer another way.

Keep every promise to follow up.

Start a 14-day free trial or book a demo to set up follow-ups and reminders.