Using the app
Follow-up pages
What a caller did with their page, whether the text went out, how ready they are, and how to turn a link off.
Every call that got a follow-up page has a Follow-up panel on its call record. It shows whether the text went out, what the caller did with the page afterwards, and how ready that makes them.
Building the page is on the playbook's Follow-up page tab. This page is about reading the result.
The panel#
Open Calls, click a date, and scroll to Follow-up.
The page#
Its state, when it was made, when the link expires, and whether a tour is on it. The state is worked out live, the same way the caller's own page works it out, so the two never disagree.
Texts#
Every message, what it said, the masked number it went to, and where it got to.
| Status | Meaning |
|---|---|
| Queued | Waiting to go. Quiet hours will say so. |
| Sent | Handed to the provider. |
| Delivered | The provider confirmed the handset got it. |
| Failed | The provider refused it. The reason is shown in plain words. |
| Skipped | It was never sent, and the panel says why. |
Info
The link itself is never shown here, to anyone. It is the page, and the page holds the caller's details. Staff see everything the text said except the link.
Why there is no page#
When a call has none, the panel says which of these it was:
- The caller was not asked, or said no.
- The caller withdrew their agreement.
- That number replied STOP before, on any call, and has not texted START since.
- The CRM record is marked do not text.
- This call did not match your rule for sending one.
- Your account is not registered with the carriers yet, so texts cannot go out at all. That one is about us, not about the caller — see Texting and consent.
What the caller did#
Opens, which sections they read, whether they watched the introduction, whether they shared the page, whether they answered your questions, and whether they moved the tour.
Opens by somebody the caller shared the page with are marked as such, so a family member reading it in another state does not look like the caller coming back.
How ready they are#
Cold, Warm or Hot, with the reasons written next to it — the chip in the panel above. This is readiness, the same score Insights uses: points for a visit that stands, a timeline they gave, opening the page, watching the introduction, sending it to someone, answering your questions, chatting on it, moving the visit rather than cancelling, and coming to the visit, less for a far-off timeline or a cancellation with no rebook. Cold is under 20 points, Warm 20 to 44, Hot 45 or more. See Readiness for the full list.
With Conversation Intelligence it is the lead's readiness across every conversation; without it, this call's own facts.
Info
There is no model behind this. It is a fixed list of things that either happened or did not, and the reasons are always shown, because a score nobody can explain is a score nobody should act on.
What reaches your CRM#
You do not have to read this panel to get the value from it.
Straight away, as an activity on the contact: the first time they open the page, a share, a booking change, and their answers to your questions. A cancellation also creates a task, because a cancellation nobody follows up is a lost caller.
Once a day, as a single activity: everything else they did. "Looked at: the pricing, the pet policy. Watched the introduction. Came back 3 times. Hot — watched the introduction and sent the page to someone."
Info
The daily summary exists so your CRM stays readable. A curious caller can produce a dozen events in an afternoon; a record that is mostly noise is one your team stops reading.
When the rule books through a page#
If the booking rule that lets a caller book names a booking page, Book a time on their follow-up page opens that page instead of the times on the follow-up page. It already knows their first name, and shows the rep they spoke about first.
Turning a link off#
On the panel, Turn off this link. Use it when a caller asks, or when a page has gone somewhere it should not have.
It takes effect immediately and cannot be undone. The link then shows a neutral page with the community's phone number — no name, no tour, no recap — so somebody holding it can still reach a person.
Sending the link again#
Send again re-texts the caller. It mints a new link; the one already in their messages keeps working too.
It will not override a decision about the caller. If they said no, replied STOP, or the CRM says do not text, the button says so instead of sending.