Complete scheduled follow-up texts consistently so Leads receive timely communication and every interaction is recorded.
Quick Start
Open the manual Follow-up list and select a text event.
Review the Lead record, including any script or special directions.
Start the follow-up text, edit the message if needed, and send it.
Confirm the message was sent, then save any record updates.
Prerequisites
You need access to CRM lead services, the Lead record, and an assigned manual text Follow-up event.
Open the Follow-Up Event
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Select the Lead icon (A) to open the manual Follow-up events list. The list opens on the Follow-ups tab.
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Locate a text Follow-up event (B), then select Open (C) to open the Lead card.
Review the Lead and Start the Text Message
Review the Lead record and notes before sending the text. Check the Script (D) for any special directions or messaging customized by your management team.
If the primary phone number is excluded from texts, the system sends the text to a non-excluded number. If all numbers are excluded, or only one excluded number exists, the Follow-up step is skipped or removed from the task list and a note is added to the record.
Select Start Follow-up Text (E) to begin. Review Next Follow-up (F) to see the next scheduled communication, select the Information icon (G) for its details, or select Delay (H) to postpone the current follow-up. For details, see Delay Follow-up.
Every text message includes a link that allows Leads to unsubscribe from notifications.
Review and edit the pre-populated message in Text Body (I). Drag the edge of the text window to resize it if needed. To use a standard message, select Templates (J); confirm with your management team before choosing a different template. When the message is ready, select Send (K).
Confirm and Save
Verify that Message Sent (L) appears at the top center of the Lead card.
Make any necessary updates to the Lead card, then select Save (M) to apply the changes and exit. The system automatically records the follow-up communication and the initials of the employee who completed it.