> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cellbot.chat/llms.txt
> Use this file to discover all available pages before exploring further.

# Proactive Follow-Up

> Automatically re-engage customers who got a quote but didn't book

Recover abandoned quotes automatically. When a customer gets a repair quote through your widget but doesn't book, cellbot can follow up via email, SMS, or a personalised widget nudge.

<Info>
  Proactive Follow-Up is available on **Pro** and **Pro Plus**.
</Info>

## How It Works

1. Customer gets a quote through the widget but leaves without booking
2. cellbot waits for your configured delay (e.g. 24 hours)
3. A follow-up is sent via your enabled channels
4. If the customer returns to the widget, they see a personalised nudge with their quote

## Channels

| Channel          | How It Works                                           | Requires                    |
| ---------------- | ------------------------------------------------------ | --------------------------- |
| **Email**        | Sends a templated email with the quote details         | Customer email address      |
| **SMS**          | Sends a text message with a booking link               | Customer phone number       |
| **Widget Nudge** | Shows a personalised message when the customer returns | Automatic (no setup needed) |

## Configuration

Set up follow-ups in **Marketing > Follow-Up**:

* **Enable/Disable** — Master toggle for the entire system
* **Delay** — How long to wait before following up (1 hour to 7 days)
* **Max follow-ups** — Limit per conversation (1–3)
* **Channel toggles** — Enable email, SMS, and/or widget independently

## Templates

Customise your follow-up messages with personalised placeholders — the customer's name, device, repair type, and quoted price are inserted automatically.

### Example Email

> Hi Sarah, you recently got a quote for Screen Replacement on your iPhone 15 Pro — just £89.99. Book now before the offer expires!

### Example Widget Nudge

> Welcome back! Your quote of £89.99 for Screen Replacement is still valid. Ready to book?

## Queue Management

The Follow-Up Queue in your dashboard shows all follow-ups with their status:

* **Pending** — Waiting for the delay to expire
* **Sent** — Follow-up delivered
* **Converted** — Customer came back and booked
* **Cancelled** — Manually cancelled by your team

## How Conversion Tracking Works

When a customer who has a pending or sent follow-up completes a booking, all their follow-up entries are automatically marked as **converted**. This gives you clear attribution for recovered revenue.