Automated Follow-ups & Reminders

Save time and close more deals with WorkSnap Pro's automation features.

Automation Overview

WorkSnap Pro automates routine follow-ups:

• Quote Nudge - Follow up on sent estimates that haven't been approved/signed
• Payment Reminders - Chase overdue invoices
• Review Requests - Request customer reviews after job completion
• Maintenance Reminders - Remind about recurring service

Automation works in the background so you can focus on your work.

Requires Admin or Owner role to configure automation settings.

Quote Nudge

Automatically follow up on estimates that have been sent but not yet approved or signed.

How Quote Nudge Works

When you send an estimate and the customer hasn't responded:

Default Schedule	Action
2 days after sent	First follow-up email sent
5 days after sent	Second follow-up email sent

This is the default schedule. You can customize the timing in Settings > Automation.

Trigger & Stop Conditions

Condition	Behavior
Starts when	Estimate status changes to "Sent"
Stops when	Customer approves (signs) the estimate
Stops when	Customer declines the estimate
Stops when	Estimate expires
Stops when	You disable automation for this estimate
If you resend	Schedule resets from the new send date

Enabling Quote Nudge

1. Go to Settings > Automation > Quote Nudge
2. Toggle Enable
3. Configure timing (optional)
4. Save

Customizing Messages

Personalize follow-up emails:

1. Go to Settings > Email Templates
2. Find Quote Nudge templates
3. Edit subject and body
4. Use merge fields for personalization
5. Save templates

Merge Fields Available

Field	Inserts
{customer_name}	Customer's name
{estimate_number}	Estimate ID
{estimate_total}	Total amount
{company_name}	Your company
{expiration_date}	When estimate expires
{job_type}	Type of work
{your_name}	Your name

Merge fields vary by template—click "Insert merge field" in the editor to see all available fields.

Payment Reminders

Automatically remind customers about overdue invoices.

How Payment Reminders Work

After an invoice passes its due date:

Default Schedule	Action
3 days after due date	First reminder
7 days after due date	Second reminder
14 days after due date	Third reminder
30 days after due date	Final reminder

This is the default schedule. You can customize intervals in Settings > Automation > Payment Reminders.

Trigger & Stop Conditions

Condition	Behavior
Starts when	Invoice due date passes (invoice becomes overdue)
Stops when	Invoice is paid in full
Stops when	Invoice is voided or written off
Partial payment	Reminders continue for remaining balance
If you change due date	Schedule recalculates from new due date

Enabling Payment Reminders

1. Go to Settings > Automation > Payment Reminders
2. Toggle Enable
3. Configure intervals
4. Save

Reminder Schedule Customization

Adjust when reminders send:

• Change day intervals
• Add or remove reminder stages
• Set which stage has stronger language

Reminder Email Templates

Customize reminder messages:

• Friendly first reminder - Gentle nudge
• Second reminder - Clear request
• Urgent reminder - Firm request
• Final notice - Strongest language

SMS Follow-ups

Reach customers via text message for higher open rates.

SMS Requirements

• Twilio integration configured
• Customer phone number on file
• Customer consent for text messages

SMS Compliance

Important: Only send text messages to customers who have provided consent. Ensure your messages comply with applicable laws (TCPA in the US, etc.).

Best practices for SMS compliance:

• Get explicit opt-in before texting customers
• Include opt-out instructions (e.g., "Reply STOP to opt out")
• Honor opt-out requests immediately
• Keep records of consent

Enabling SMS

1. Go to Settings > Integrations > SMS (requires Admin/Owner role)
2. Connect your Twilio account
3. Configure SMS settings
4. Enable for automations

SMS vs. Email

Channel	Best For
Email	Detailed information, attachments
SMS	Quick reminders, urgent follow-ups

SMS Billing

SMS messages are billed through your connected Twilio account:

• Twilio charges per message segment sent
• Rates vary by destination country
• Monitor usage in your Twilio dashboard
• WorkSnap does not add additional fees on top of Twilio charges

Review Requests

Request reviews after job completion.

How It Works

1. Mark job as completed
2. Wait period passes (configurable)
3. Review request sent automatically
4. Customer clicks to leave review

Configuring Review Requests

1. Go to Settings > Automation
2. Find Review Requests
3. Enable and configure:
   • Delay after completion
   • Review platform link (Google, Yelp, etc.)
   • Message template

Review Request Template

Customize your ask:

Hi {customer_name},

Thank you for choosing {company_name}! We hope you're
happy with your recent {job_type}.

Would you take a moment to share your experience?

[Leave a Review]

Your feedback helps other customers find quality service.

Thanks,
{your_name}

Maintenance Reminders

Remind customers about recurring service needs.

Setting Up Maintenance Reminders

1. Create a maintenance schedule
2. Set service interval (monthly, quarterly, annually)
3. Link to customer
4. Enable automatic reminders

How It Works

Timeline	Action
X days before	Reminder email sent
Service due	Follow-up if not scheduled

Use Cases

• Annual HVAC service
• Quarterly pest control
• Monthly pool maintenance
• Seasonal lawn care

Follow-up Analytics

Track automation effectiveness:

Metrics Available

Metric	Description
Emails Sent	Total automated emails
Open Rate	% of emails opened
Click Rate	% that clicked links
Conversion Rate	% that took action

Quote Nudge Analytics

• Estimates followed up
• Conversion rate (signed after nudge)
• Revenue from nudged estimates

Payment Reminder Analytics

• Reminders sent
• Payments received after reminder
• Average days to payment

Automation Settings

Global Controls

• Enable/disable all automation
• Set business hours for sending
• Configure sender email address
• Set timezone

Per-Document Controls

Override automation for specific documents:

1. Open invoice or estimate
2. Find automation settings
3. Disable for this document
4. Save

Best Practices

1. Don't over-automate - Too many messages annoy customers
2. Personalize templates - Generic messages feel cold
3. Test your messages - Send to yourself first
4. Monitor analytics - Adjust based on results
5. Respect preferences - Honor unsubscribe requests

Troubleshooting

Emails Not Sending

• Check automation is enabled
• Verify customer has email address
• Check email sending limits
• Review automation logs

Wrong Timing

• Verify timezone settings
• Check document dates
• Review automation schedule

Customer Complaints

• Review message frequency
• Soften language if too aggressive
• Disable for specific customer if needed

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