Portal GuideReach
How to set up follow-up sequences
Create multi-step automated follow-up messages that engage leads over time.
Follow-up sequences let you define a series of timed messages that are automatically sent to leads after their initial interaction. Each step in the sequence can use a different channel (SMS, email) and timing delay.
Create a follow-up sequence
Go to Reach from the sidebar.
Select the Follow Up tab.
Click Add Step to create a new message in the sequence.
Choose the Channel — SMS, Email, or both.
Set the Delay Value and Delay Unit (e.g., 2 hours, 1 day).
Write or select the Message Template for this step.
Repeat to add additional steps in the sequence.
Click Save to activate the sequence.
Example sequence
| Step | Delay | Channel | Purpose |
|---|---|---|---|
| 1 | 5 minutes | SMS | Immediate acknowledgment |
| 2 | 4 hours | SMS | Follow-up with vehicle suggestions |
| 3 | 2 days | Detailed comparison with photos | |
| 4 | 5 days | SMS | Check-in and offer test drive |
How timing works
- Delays are measured from the previous step, not from the initial contact.
- If a customer replies at any point, the sequence pauses and the AI handles the live conversation. The sequence resumes only if the customer goes silent again.
- Steps are skipped if the customer's contact info doesn't support the channel (e.g., no email on file skips email steps).
The AI personalizes each message using the lead's context — vehicle interest, name, and conversation history. You're setting the timing and channel, not writing static templates.
Reorder or remove steps
Drag steps to reorder them in the sequence.
Click the delete icon on any step to remove it.
Save your changes.
Tips
- Front-load the sequence — the first 24 hours are critical for lead engagement.
- Mix channels to increase the chance of getting a response.
- Keep individual messages short and focused on a single call-to-action.
- Review your sequence performance in Analytics and adjust timing based on response rates.