Follow-Up Sequences

A follow-up sequence is a series of automated messages that fire on a schedule after a trigger event. When you send an estimate, CE Pro can follow up with the customer automatically over the next several days. The system reminds them to review the estimate, answers common questions, and creates urgency -- all without you lifting a finger.

How Auto-Enrollment Works

You do not need to enroll customers manually. When you send an estimate, the system automatically enrolls it in your active "Estimate Follow-up" sequence. The sequence starts as soon as the estimate status changes to "sent."

Every automated message that fires is logged to the customer's conversation in your inbox. You can see exactly what was sent and when.

Sequence Types

CE Pro includes three sequence types. Each one triggers at a different point in the customer lifecycle.

Speed to Lead

Fires immediately when a new lead comes in. A fast response increases your chance of winning the job. Use this sequence to send an introductory text or email within minutes of receiving a lead.

Estimate Follow-up

Fires after an estimate is sent. This is the most important sequence. It handles the gap between sending a proposal and getting a signature. Most businesses see the biggest ROI from this one.

Post-Job

Fires after a job is marked as completed. Use it to request reviews, offer seasonal re-engagement deals, or thank the customer.

Configuring Sequences

1. Click Settings in the sidebar.
2. Click Manage Automations.

1. You will see a card for each sequence type. Each card shows:

• Sequence name -- editable, so you can rename it
• Enabled/Disabled toggle -- turn the entire sequence on or off
• Business hours -- start time, end time, and timezone
• Re-enrollment days -- the cooldown period before a customer can be re-enrolled

1. Click on a card to expand it and see the individual steps.

Editing Sequence Steps

Each step in a sequence has the following fields:

• Step number -- determines the order of execution
• Step type -- choose from Delay, Email, SMS, or Task
• Delay duration -- how long to wait before this step fires (for example, "2 hours" or "3 days")
• Message template -- the text of the email or SMS (for Email and SMS steps)
• Recipient -- who receives the message: the customer, the sales rep, the owner, or all staff

Adding a Step

Click + Add Step at the bottom of the step list. Choose the step type, set the delay, write the message, and pick the recipient.

Editing or Removing a Step

Click Edit on any step to change its settings. Click Delete to remove it. After making changes, click Save Sequence to apply them.

Business Hours

Automated messages only fire during the business hours you configure on each sequence. If a step is scheduled to fire at 2 AM, the system holds it until the next business-hours window -- for example, 8 AM the next morning.

Set your business hours on the sequence card. Choose a start time, end time, and timezone.

What Pauses a Sequence

The system pauses a sequence automatically when the customer engages. This prevents you from nagging someone who is already talking to you.

A sequence pauses when:

• The customer replies to an SMS. Any inbound text from the customer pauses the sequence.
• The customer replies to an email. Same behavior as SMS.
• The customer views or accepts the estimate. If they are already looking at it, the reminders stop.

A paused sequence does not resume on its own. If you want to restart it, re-send the estimate (see Re-enrollment below).

What Stops a Sequence Permanently

Some events end a sequence for good:

• The customer opts out of SMS. If they text STOP, UNSUBSCRIBE, or a similar keyword, the sequence is permanently suppressed. The customer is opted out of all future SMS messages. This is required for TCPA compliance.
• The estimate is accepted. The job is won. No more follow-ups needed.
• The estimate is declined. The customer made a decision. The sequence completes.

Re-Enrollment

If you re-send an estimate to a customer, the system checks the re-enrollment cooldown you configured on the sequence. If enough time has passed since the last enrollment, the customer is enrolled again and the sequence restarts from step one.

This prevents double-messaging when you re-send an estimate quickly to fix a typo or update a price. The cooldown gives you a buffer.

Set the re-enrollment period in the sequence card settings. A common default is 7 days.

Tips

• Start with the default sequences. They cover the most common follow-up patterns and are ready to use out of the box.
• Keep SMS messages short and personal. Stay under 160 characters.
• Send the first follow-up within 2 to 4 hours of delivering the estimate. Speed matters.
• Always give the customer a way to reply or ask questions. End messages with something like "Reply to this text if you have any questions."
• Check your inbox regularly. When a sequence pauses because the customer replied, you need to pick up the conversation manually.