Setup guides
Follow-up page
The page each caller gets by text after the call: what goes on it, how it changes, and how to make it sound like you.
After a call, the assistant can text the caller a link to a page that is theirs alone. It holds their tour details, a recap of what they told you, answers to what they asked, an introduction to the person they will meet, and a button to move or cancel the appointment.
You build it once on the playbook, each community adds its own people and photos, and every caller gets a version assembled from their own call.
Info
Nothing is texted without the caller's permission, captured on the call in their own words. Read Texting and consent before you turn this on.
Turning it on#
Open a playbook and go to the Follow-up page tab.
The tab holds three things:
- The follow-up page — whether callers get one, and which ones.
- What is on the page — a summary of its sections and style, and Edit the page.
- What the texts say — the wording of the link text and the reminders.
The switch at the top is Send callers a follow-up page. It is off until you turn it on, and while it is off the assistant never asks a caller about texting.
Who gets one is a sentence you build the same way you build a booking rule. The default is every caller who booked a tour or left a callback. You can widen it — everyone who was a fit, say — or narrow it.
Every tour gets a confirmation, whether or not the page is on: by text to a caller who agreed to texts, and by email to the address they gave. When the page goes to a caller, its link is the confirmation on that channel, so they do not get two. After booking, the assistant says a confirmation is on its way only when one will really be sent. It knows from the start of the call whether the number has replied STOP and whether the CRM says not to text them. If it has yet to ask about texting and that is the only way to reach them, it says the link is coming only once the caller agrees. Otherwise it reads the day and time back and promises nothing.
The page editor#
Edit the page opens the editor full screen.
| Left | Sections — what is on the page, in order. Page style — logo, colours, typeface. |
| Middle | The page, as the caller you pick would see it. |
| Right | The section you picked, and nothing else. |
Every change is saved to the playbook draft as you make it, the same as the rest of the playbook, so there is no separate save. Undo and Redo are in the top bar. Done closes the editor.
A section's settings#
Click a section on the left and its settings open on the right, headed with the section's name. They are in two tabs, because they answer two different questions:
- Content — what the section says: its heading, and its words, cards or links.
- Who and when — which points in the tour it shows at, and whether only some callers see it. A dot on the tab means you have changed it from the usual.
Nothing in that panel changes the page as a whole. Colours, typeface and logo are under Page style on the left.
What goes on the page#
The page is a list of sections. Drag to reorder, switch any of them off, and add as many sections of your own as you like.
| Section | Shows |
|---|---|
| Tour details | Day, time, who they will meet, add to calendar, and the buttons to move or cancel it. |
| Who you will meet | A video, or a photo and short bio, of the counselor assigned to the tour. |
| What we heard | A plain-language recap of the call, written once when the page is made. |
| Open questions | What the assistant could not answer, under "we'll cover these when we meet". |
| Pricing | The community's starting prices, what they asked about first. Off by default. |
| Helpful cards | Cards you write, each shown only when the call matched a condition you set. |
| Getting here | Address, map link, parking, the entrance, accessibility notes. |
| Before you come | How long it takes, who to bring, and questions worth asking. |
| A few questions | Optional questions whose answers go to the CRM. Off by default. |
| Photos | The community's photos and virtual tour, from Media. Off by default. |
| Reviews | Up to three testimonials. Off by default. |
| Things to take away | Links and downloads, like a brochure. Off by default. |
| Share with family | Makes a link the caller can send to someone else. See below. |
| Your own section | Your heading, words, a picture, a video and a button. As many as you like. |
| Questions before then? | How to reach a person. Always on, always last. |
| Photos from your tour | The photos your team took on the tour for the family, once shown. See My tours. From the start of the tour, and first after it. Also on links the family forwards. |
A section with nothing to show does not appear. A community with no photos does not get an empty Photos heading.
A welcome, with a video#
For a welcome everyone sees — a word from your director, a short video tour — use Add something → Your own section, and drag it to the top. It opens ready to write, with room for a picture and a video: upload one, or paste a YouTube, Vimeo or Loom link. Add a captions file if you have one.
Nothing loads from YouTube, Vimeo or Loom until the caller taps play, so opening the page never tells a video site that somebody is looking at it.
Who you will meet is different: its photo, words and video belong to each community's own staff, so it shows the person the tour is actually with. Select it in the editor and it links to each community's staff list. See Staff profiles and video.
Cards that respond to the call#
A card appears only when the call matched its condition, written in the same sentence builder as your booking rules: show this card when the caller mentioned a pet.
Because a page is made once the call is over, its conditions can also read how the call ended and whether a tour stands. A condition on something nothing provides — a question you have since deleted, say — stops you publishing, with a line in the checklist that takes you to it, just as a booking rule would.
Warning
Conditions read what the caller said, never who they appear to be. Keep them about what was asked and what was needed. The same fair-treatment rules that govern booking rules govern this.
Buttons#
A card or a section of your own can carry a button: its words and where it goes. Fill them in in either order. A button with only one half saves, the checklist's Follow-up page complete line says which half is missing, and the live page leaves the button off until it has both.
Pricing#
Add it with Add something → Pricing. It is not on the page until you add it.
It lists the community's starting prices in their written wording ("Assisted living starts at $4,850 a month."), with the care types the caller asked about on the call first and in bold, then any specials running that day in their written words.
- Always current. The prices are read when the page is opened, from what the community has published then. A caller who opens the page a month later sees today's prices, and a special that has ended is gone.
- Never more than the call could say. Hidden prices never show. With The agent may discuss price switched off, the section is left out altogether.
- Only for the caller. The family link never shows it.
The editor's preview shows made-up sample prices, because the page is not tied to one community. Each caller sees their own community's. See Prices and care types.
The page changes with the tour#
The page works out where it is in the caller's story every time it loads, from the live state of the booking. Nothing is rewritten when a tour moves; the page simply reads differently.
| State | When | What changes |
|---|---|---|
| Before the tour | A tour is booked and still to come | Tour details on top; preparation and the introduction are prominent. |
| On the day | The day of the tour | Directions, parking and "running late?" move to the top. |
| After the tour | The tour time has passed and it went ahead | A thank-you, and anything you marked for after the visit. |
| Nothing booked | The caller did not book | The recap and your information, with a button to pick a time. |
| Cancelled | The caller cancelled | A short acknowledgement and a button to book again. |
| Expired or turned off | Past the expiry date, or revoked by you | A neutral page with your phone number. No personal details at all. |
Each section can appear in whichever of those states you choose. Preparation stops showing once the tour is over, because it has stopped being useful.
What the page says first#
The three states that have to explain themselves get an opening sentence. Write it in the editor under Opening words, above the sections. Before a tour, the tour card says everything, so there is none — for a welcome before the tour, use your own section.
Leave a sentence empty to use ours. Clear one you have written and save to show nothing at all — that is a different answer, and it is honoured.
Chat#
Chat, also above the sections, is two switches:
| Put the chat on the page | The same assistant from the call, in text. Off until you turn it on. |
| Let the chat know about the call | On: it picks up where the call left off — what they told you, what they asked, their tour. Off: it starts fresh, like a stranger's chat on your website. |
Either way it never sees the full transcript, and someone the caller forwards the page to never gets the chat at all.
When the chat knows the call, it opens by saying so: a note at the top, Continuing from your call on Thursday, September 17, and its own first lines instead of the usual ones: the Disclosure when continuing a call ("Hi again — this is the AI assistant you spoke with on the phone.") and the Greeting when continuing a call, so the caller knows they can pick up where they left off. It still says it is an AI first, and that disclosure is locked like the other one. When it does not know the call, it greets them like any visitor to your website. You can change both lines on the playbook's Web widget tab, and the page preview shows whichever one your caller will see.
The chat is your website chat, at the bottom of the caller's page. It uses the look, the opening words and the limits from the playbook's Web widget tab, and there is nothing to paste: the page adds it. A conversation there shows up under Calls like any other, marked as a website chat and linked to the call it continued.
Making it sound like you#
Under Page style in the editor you set a logo, two colours, the page background and one of a small set of typefaces. The background sits behind everything; the sections stay white on it. When the community has a brand, the page uses the brand's look instead.
Info
Colours are checked for contrast when you save. A colour nobody can read on your background or on the white sections will not save, and neither will a background too dark for the page's text. The message names which one is the problem.
Every heading on the page can be reworded, and wording can use {{caller.firstName}},
{{group.name}}, {{staff.first_name}}, {{meeting.day}} and your own word for a tour. A
placeholder with no value takes its sentence with it rather than printing braces at a caller.
Formatting#
Card text, Before you come and your own blocks have a small toolbar:
| Button | Does |
|---|---|
| Bold, Italic | What you would expect. |
| Subheading | A small heading inside the section. |
| Lists | Bulleted or numbered. |
| Link | A web page (https), an email address or a phone number. |
That is the whole list, on purpose. There are no colours, sizes, images or tables inside text, and pasting from a web page or a document keeps only what the list above allows. It keeps every page looking like your page, and it means nothing on a caller's page can be anything but text you wrote.
Info
A link to anything but a web page, an email address or a phone number is refused when you save.
Plain http:// links are refused too; the page is secure, and its links should be.
Headings, card titles, testimonials and the texts themselves stay plain. A text message cannot carry bold.
Seeing it before anyone else does#
The preview in the middle is the real page, not a drawing of it. Pick a sample caller and a point in the tour to see exactly what that person would see.
The buttons next to the pickers show it at phone, tablet and desktop size. Most callers open the link from the text on their phone; a daughter it was forwarded to may read it on a laptop. Preview only hides both side panels so the page gets the whole screen.
Send me a test text texts your own phone a working link with sample data in it, using the wording of the playbook you have open.
Texts#
The texts are set on the tab itself, under What the texts say.
| Text | When |
|---|---|
| The link | Within a minute of the call ending. |
| Reminders | Before the tour. Two by default: 24 hours and 2 hours. |
| Moved or cancelled | Right after anyone moves or cancels the tour. |
| The morning after | Optional, off by default. |
Every one of them must carry {{link}}, or it has no page in it, and saving will tell you so.
Times always say the community's time zone: {{meeting.time}} fills in as "9:00 AM Central", and the
page's tour details and the times offered to move a tour read the same way. A caller in another
state, or family reading a forwarded link, can never mistake whose nine o'clock it is.
Reminders, moves and cancellations go for every tour this playbook books on a call or in the chat, page or no page, and carry the page link when there is one. The moved and cancelled texts are our wording. A tour that moves takes its reminders with it: if a reminder already went out for the old time, the caller gets one for the new time too. A tour that is cancelled sends none. The note the morning after never follows a cancellation, and never follows a tour the CRM recorded as a no-show — thanking somebody for a visit they did not make is worse than saying nothing.
Info
Nothing sends between 9pm and 8am in the community's own time zone. Messages wait for the morning. The first link is the exception: the caller just asked for it, so it goes at once.
Emails#
A caller who chose email gets the same messages by email, with their own wording, under What the emails say. See Emails.
The family link#
Most of these decisions are made by more than one person, and the second person was not on the call.
The Share with family section gives the caller a button that makes a second link they can send on. It shows the tour's day and time, the person they will meet, your photos, directions and your content — and none of the caller's own details. No recap, no first name, no questions, no way to change the booking.
That link has its own, shorter expiry, and it stops working on its own.
What each community can change#
A community manager opens Communities → Follow-up page and sees the same preview with their own community in it. They control their staff and videos, their photos, directions and parking, their own cards and blocks, and can turn off a card they have inherited.
Anything you lock centrally stays locked.
Note
A community cannot reorder the sections or reword them locally today. Order and wording are the account's.
Staff profiles and video#
The introduction comes from the community's staff list: name, title, photo, short bio, and the CRM user they map to, so the page shows whoever the tour was actually booked with.
Video is either a file you upload or a link you paste from YouTube, Vimeo or Loom. A captions file is optional and worth adding.
Info
Nothing loads from a video host until the caller taps play. Until then the page makes no request to anyone but us.
How long a link lasts#
The link works for sets the number of days, 60 by default, and never less than seven days after the tour itself.
You can turn a page off at any time from the call record. Turning it off is immediate and cannot be undone; the link then shows a neutral page with your phone number, so somebody holding it can still reach a person.
Every link a page has been given keeps working until its own expiry, so a reminder does not break the link already in somebody's messages, and forwarding the page twice does not withdraw it from the first person.