The Follow-Up Pipeline
The Follow-Up Pipeline is where every lead captured from your calls gets worked until it converts or closes. Leads land here on their own after a call -- your job is to text, call, and move each one forward until you can mark it Converted.
Where to find it
Go to Dashboard > Follow-Up. The pipeline is included on the Essential and Professional plans.
Quick tutorial
Follow up on a new lead
- Open Dashboard > Follow-Up. New leads appear in the Lead Captured column of the Active tab automatically -- there is nothing to enter by hand.
- Start with the hottest leads. Every card shows a lead score badge next to the name. Hover it for the full breakdown. A score of 60 or higher is a hot lead -- follow up today.
- Need context first? Click View Call → on the card to open the original call, transcript and all.
- Click 📱 Send SMS to text the lead. Nothing sends on that first click. A confirmation box opens naming the exact message and recipient -- "Send the Check-in message text to Maria (805-555-0142)?" Click Send SMS inside the box to send it, or Cancel to back out.
- After each round of outreach, click the purple step button to advance the card one step. The small strip on the card (Sent → F/U 1 → F/U 2 → F/U 3) shows where the lead sits. A short undo bar appears after every move in case you mis-click.
Mark a conversion
- When a lead books or buys, open the ⋯ menu on the card and choose Mark Converted.
- A confirmation appears. If you would also like to ask for a review, tick the box -- "Also text [name] a review request (optional -- off by default)." It always starts unchecked, and it only appears when the lead has a phone number and texting permission on file. Leave it unchecked and no review text goes out.
- Click Yes, Converted. The card moves to the Closed tab and counts toward your Win Rate.
- Lead went elsewhere or stopped responding? Choose Mark Not Converted instead. Nothing is ever deleted -- closed leads keep their full history, and you can reopen one at any time.
What each button does
| Button | What it does |
|---|---|
| Active / Closed tabs | Switch between leads you are still working and leads marked Converted or Not Converted. The Closed tab shows 20 leads per page. |
| Purple step button (Follow-up 1 / 2 / 3) | Advances the lead one step in the follow-up sequence. A brief undo bar appears after each move. |
| Close Lead | Replaces the step button once all follow-ups are done. Opens the same menu as ⋯ so you can mark the outcome. |
| ⋯ (next to the step button) | Move the lead to any other step, or choose Mark Converted / Mark Not Converted. Both ask you to confirm before anything changes. |
| 📱 Send SMS | Picks the best next message for this lead and asks you to confirm before sending. The line beneath the button ("Will send: ...") tells you which message it picked. |
| ⋯ (next to Send SMS) | Choose a specific message instead: Day 0 - Welcome, Day 3 - Check-in, or Day 7 - Final. The suggested one is tagged "(recommended)." Your pick still goes through the same confirmation step. |
| Allow SMS/Call follow-up | Records the lead's permission for follow-up texts and calls. It starts checked, because the caller contacted you first. Uncheck it if they asked not to be contacted. |
| Cancel (next to a scheduled text) | Home-services and law practices only: cancels an upcoming automatic Day 3 or Day 7 text (the card lists each one with its send date). Healthcare practices never schedule automatic follow-up texts -- every text is sent by you. |
| Call Lead (Professional plan) | The assistant places a follow-up call for you. You confirm first -- "Their phone will ring immediately." The call is logged on the card with its result and transcript. On other plans this button shows an upgrade prompt instead. |
| Pencil icon (next to the dollar amount) | Set or edit the quote value. The value feeds your pipeline totals, the lead score, and gives follow-up calls context. |
| View Call → | Opens the original call this lead came from. |
| View Activity | Expands the full activity trail for the lead -- every status change, text, and update, with timestamps. |
| I've Sent the GFE (healthcare, self-pay) | Records that you sent the Good Faith Estimate. Afterward you are offered -- not forced -- a welcome text to the patient. Click the green GFE Sent badge later to undo if you marked it by mistake. |
| Reopen Lead (Closed tab) | Moves a closed lead back to the active pipeline. If texts were sent before, you choose between Reopen & Restart SMS Sequence and Just Reopen (Keep SMS History). |
Good to know
- The page refreshes itself about every 30 seconds. New leads and your teammates' changes appear on their own -- no need to reload.
- No text ever goes out from a single tap. Every send -- smart pick, template pick, or review request -- shows you exactly what will be sent and to whom, and waits for your confirmation.
- Automatic follow-up texts (home services and law) are visible and cancellable. Upcoming Day 3 and Day 7 texts are listed right on the card with their send date (they go out at 9 AM), each with its own Cancel button. Healthcare practices schedule nothing automatically -- every follow-up text is sent by your staff through the confirmation step.
- The review-request text is strictly opt-in. The checkbox is off by default and resets every time the confirmation opens, so it never carries over from a previous lead.
- Mistakes are reversible. Step changes show an undo bar, Converted / Not Converted ask first, the GFE badge can be un-marked, and closed leads can be reopened.
- STOP is always honored. If a lead texts STOP, texting switches off automatically and healthcare cards show a 📵 No SMS badge. You can still call them. Texting resumes if they text START (UNSTOP or SUBSCRIBE work too).
- Healthcare texting permission starts on, not off. Because the caller contacted you first, follow-up permission is recorded as granted by default. The texting controls lock only when permission is explicitly declined -- after a STOP text, or when staff uncheck Allow SMS/Call follow-up.
- Appointment badges keep you honest. Appt Booked (green) means the appointment is confirmed; Appt Pending (amber) means it still needs confirmation in your booking queue.
- Teammates with view-only access can see everything on this page but cannot change it.
Common Questions
Where do leads come from? Every lead is captured from a real call to your business. There is no manual lead entry -- that is by design, so every entry has a verified phone number and a call you can listen back to.
Can I delete a lead? No. Leads are permanent for record-keeping. Mark them Not Converted to move them out of your active board -- you can always reopen them later.
What does Win Rate count? Converted leads as a share of all closed leads. Leads still being worked do not affect it.
The lead asked us not to contact them. What do I do? Uncheck Allow SMS/Call follow-up on the card. Texting and assistant calls for that lead stop immediately.