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Keep the conversation moving

Follow up with a clear next step

Connect email, text and booking to the contact record. Set follow-up timing, watch for replies and keep a person responsible for the conversation.

See the workflowSee plans and pricing

Example workflow

From inquiry to booked appointment

The customer has asked for an estimate. Your team shares a booking link and configures follow-up around the reply and appointment.

Setup and connected services determine what runs automatically.

  1. Choose the follow-up

    Review the inquiry, choose the right message and set a sending schedule that fits your business.

    Explore follow-up workflows

  2. Handle the reply

    Configure follow-up to stop on reply and test it. A team member answers questions and handles exceptions in the inbox.

    Explore the shared inbox

  3. Book the next conversation

    The customer chooses an available appointment. Confirmations and reminders follow the settings you configure.

    Explore booking and scheduling

Before you switch it on

Review message permissions and timing. Test a reply, cancellation and reschedule so follow-up matches the current conversation and appointment.

See how setup works →
Optional AI help for this workflow

Content AI can help draft a follow-up message. Your team reviews the facts, tone and offer before sending; scheduled follow-up can use your own saved copy without AI.

AI coverage and usage charges vary by product and plan. Phone and message delivery can add charges.

Explore Content AI and billing →Check AI coverage and exclusions →

Inside SMBcrm

See the workspace behind the workflow

Calendar view lets your team review the appointments created through your booking links.

Open the guided product tour →
SMBcrm weekly calendar with appointment entries
Calendar view lets your team review the appointments created through your booking links.

Explore the tools

Choose the part you want to inspect

Open the relevant product explanation before deciding whether you need a live demo.

SMS Campaigns

Follow up by text and handle replies in the shared inbox. Check consent and sending rules before launch.

Explore two-way SMS

Lead Scoring

Use engagement criteria to help organize follow-up priorities. Your team decides who to contact.

Explore contact records

Plan your first workflow

Bring one inquiry source, the next action you want, and the person who will handle exceptions. Use that path to discuss setup and cost.

See plans and pricingSchedule a live demo

Next: track the opportunity and payment →