Follow-Up Reminders for Inquiries (Lead Follow-Up)

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Follow-Up Reminders for Inquiries (Lead Follow-Up)

OctopusPro’s Follow-Up Reminder feature helps you stay on top of new inquiries (leads) by letting you schedule a follow-up date/time, track all inquiries that need attention in a dedicated To Follow list, and automatically send follow-up SMS or email reminders to customers (when automations are enabled).

Lead Management Follow Up and Reminders

Best for: sales follow-ups, missed-call leads, “call me later” requests, gathering photos/documents, and re-engaging prospects who haven’t replied yet.

Table of contents

What this feature does (benefits)

  • Never miss a lead follow-up: follow-up inquiries are grouped into To Follow and tracked with a live count in the left menu.
  • Convert more leads: consistent follow-up increases response rates and closes more jobs.
  • Save admin time: schedule follow-ups once, then manage everything from one list and quick-edit pop-ups.
  • Automate customer reminders: send follow-up emails/SMS at the right time using editable templates (when enabled).

Before you start (recommended setup)

1) Enable follow-up automations (optional, but recommended)

To automatically send follow-up reminders to customers, configure automations at: Settings → Communications → Automation. You can set the frequency, time, and templates used for follow-up reminders.

Automated Reminders & Confirmations (Automations)

2) Verify your sending email (required to send emails)

OctopusPro requires at least one verified email address (or authenticated domain) before it can send emails from your account.

Business Email Authentication (SPF/DKIM/DMARC)

3) Connect SMS/VoIP (required to send SMS)

To send SMS reminders, connect your digital phone system (Twilio).

Set Up Digital Phone System (Twilio)

4) Confirm your timezone & time format

Follow-up times use your account’s Date & Time configuration (timezone + 12/24-hour format).

Date & Time Configuration

Note: If you plan to automate follow-ups, ensure you’re on a paid plan and have communications configured correctly in Automations.

Schedule a follow-up reminder

You can schedule a follow-up reminder while creating a new inquiry, or later by editing an existing inquiry.

Option A: Schedule while creating a new inquiry

  1. Go to Inquiries and create a new inquiry.
  2. Select the inquiry source and complete the required lead/customer details.
  3. Enable the Follow-Up Reminder toggle. A calendar pop-up will appear.
  4. Click the Calendar icon and choose a follow-up date (monthly calendar view).
  5. Set the follow-up time (hours/minutes). If you use a 12-hour format, click AM/PM to switch.
  6. Your selection is saved automatically once set. Save the inquiry if you have other changes to confirm.

Option B: Schedule from an existing inquiry

  1. Open the inquiry.
  2. Click Actions → Edit inquiry.
  3. Scroll to Follow up date and set the date/time using the calendar pop-up.
  4. Save your changes.

View inquiries that need follow-up (To Follow)

OctopusPro groups follow-up inquiries so you can work through them quickly.

  1. From the left menu, go to Inquiries.
  2. Open To Follow to see inquiries that require follow-up.
  3. Or go to Inquiries → All Inquiries and use filters to narrow results by customer or upcoming follow-up date.
  4. To open any inquiry, click Actions next to it and select View Inquiry.

Live progress indicator: The To Follow count updates as follow-ups are added or cleared, helping you monitor backlog and response performance.

Edit a follow-up reminder

Option A: Quick edit from the inquiry list

  1. Go to Inquiries → All Inquiries (or To Follow).
  2. Find the inquiry and click Follow up on.
  3. In the pop-up window, select the new date/time.
  4. Click Save.

Option B: Edit from the inquiry details page

  1. Open the inquiry and click Actions → Edit inquiry.
  2. Scroll to Follow up date, choose a new date/time, then save.

Remove/clear a follow-up reminder

Clear follow-ups once completed to keep the To Follow list accurate.

Option A: Remove from the follow-up date pop-up

  1. Click the inquiry’s Follow up date.
  2. When the pop-up opens, click the close (X) icon to erase the follow-up date instantly.

Option B: Disable follow-up from Edit Inquiry

  1. Open the inquiry and click Actions → Edit inquiry.
  2. Find Requires to Follow Up.
  3. Toggle it from open to close to disable the follow-up requirement.
  4. Save your changes.

Best practices & real-world examples

Best-practice workflow

  • Always set the next action: after every call/email/SMS, immediately set the next follow-up time.
  • Use labels/tags: e.g., “Hot Lead”, “Awaiting Photos”, “Budget Confirmed”, “Needs Call Back”.
  • Use templates + placeholders: keep follow-up messages consistent while still personalized.
  • Clear reminders when done: reduce noise and keep your To Follow list meaningful.
  • Convert the lead: once qualified, convert the inquiry to a quote or booking and continue follow-up in the appropriate workflow.

Examples

  • Missed-call lead: set a follow-up for 30 minutes later → call → if no answer, set another follow-up for next morning + send a short SMS.
  • Needs photos to quote: follow-up in 24 hours → if photos still missing, send a reminder + reschedule for 48 hours.
  • Commercial lead: call same day → schedule follow-up for 2 business days → send a capability statement by email.

Template Placeholders (Merge Fields)
Canned Responses & Templates

Troubleshooting

My follow-up reminder isn’t sending an email/SMS

  • Confirm the relevant automation is enabled at Settings → Communications → Automation.
  • For email: confirm you completed Business Email Authentication (emails won’t send until verified).
  • For SMS: confirm your Twilio Digital Phone System is connected.
  • Confirm the scheduled date/time is correct and matches your account timezone.

The follow-up time looks wrong

  • Check your Date & Time Configuration (timezone + 12/24-hour setting).
  • If using 12-hour time, confirm AM vs PM.

The “To Follow” list/count doesn’t look right

  • Confirm the inquiry has a follow-up date/time set, or Requires to Follow Up is enabled.
  • Clear completed follow-ups so the list stays accurate.

FAQs

Does a follow-up reminder always send a message automatically?

Follow-up reminders track what’s due and can also trigger automated email/SMS follow-ups when the relevant automations are enabled and communication channels are configured.

What’s the difference between Inquiry Follow-Up and Quote Follow-Up?

Inquiry Follow-Up is for leads before they become a quote/booking. Quote Follow-Up is designed for sent estimates/quotes that need chasing and includes quote-specific workflows.

Can I change a follow-up without editing the full inquiry?

Yes. Use Follow up on from the inquiry list to update the date/time in a quick pop-up, then click Save.

Compliance tip: Make sure your SMS/email follow-up templates comply with local consent and opt-out requirements.

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