Quote Follow-Ups

Stop letting quotes go cold. Cooledge follows up for you.

• Up to two automated follow-up emails per quote, on your schedule
• Optional SMS follow-up with a shortened quote link
• Timers start when the quote is sent, not when it was drafted
• Multiple pending quotes for one customer are grouped into a single email
• Stops automatically the moment a quote is accepted or expires
• Every email includes an unsubscribe link so customers stay in control

Quote Follow-Ups are the automated nudges Cooledge sends customers who have not yet responded to a quote. Turn the feature on, choose your delays and message templates, and Cooledge quietly checks every day for pending quotes that are due a reminder.

This feature lives in the Cooledge Portal under Settings → Automations → Quote Follow-Ups and applies to every quote you send, whatever the system type — split, ducted, multi, VRV, repairs, ventilation and subfloor ventilation quotes all follow up the same way.

What You Need

• A Growth plan or above — automated follow-ups are included from the Growth tier
• Follow-ups enabled — the master toggle at the top of the Quote Follow-Ups tab
• A customer email address on the quote for email follow-ups
• For SMS follow-ups: SMS credits and a phone number on the customer record

Setting Up Email Follow-Ups

1. Go to Settings → Automations in the portal
2. Open the Quote Follow-Ups tab
3. Switch on Enable follow-ups
4. Add up to two email steps and set a delay for each

Delays — each step fires a set number of days after the quote is sent. The defaults are 3 days for the first email and 20 days for the second, and you can change both. Each step needs a different delay.

Subject and message — every step has its own subject line and message body, so the first email can be a light "did you get a chance to look?" and the second a firmer "your quote is expiring soon". Write in plain text; Cooledge formats it into a branded email automatically.

Personalising Your Templates

Use these variables anywhere in the subject or body and Cooledge fills them in per customer:

• {{customer_first_name}} — the customer's first name
• {{quote_url}} — the link to their online quote
• {{business_name}} — your business name

You do not need to include the link yourself. Every follow-up email automatically gets a View Quote button, your business logo and an unsubscribe link in the footer.

Setting Up the SMS Follow-Up

You can add one SMS step alongside the email steps. The default delay is 1 day after sending, which works well as a quick "just checking you received it" touch before the first email lands.

The SMS template supports the same variables. The {{quote_url}} in an SMS is automatically shortened to keep the message compact, and Cooledge reserves space for the opt-out text, so the editor shows a character budget as you type. Customers who reply to opt out are excluded from future SMS automatically.

How Sending Works

• Follow-ups send in a daily batch, so they arrive on the scheduled day rather than at an exact minute.
• Timers are anchored to when the quote was sent, not when it was drafted. A quote that sat in draft for a week still gets its first follow-up 3 days after you actually send it.
• If a customer has several pending quotes, they receive one combined email rather than one per quote. The optional include links to other pending quotes setting adds the extra quote links to that email.
• The cooldown setting (default 7 days) guarantees a minimum gap between follow-up emails to the same customer, so someone with three open quotes is never emailed three days in a row.

When Follow-Ups Stop

Follow-ups only ever go to quotes that are still Pending. They stop automatically when:

• The customer accepts the quote
• The quote expires — Cooledge marks quotes Expired overnight once their expiry date passes
• The quote is archived or returned to draft
• The customer unsubscribes using the link in any follow-up email, which stops follow-ups from your business to that email address
• The customer opts out of SMS, which stops the SMS step

Editing and Re-Sending a Quote

If you unlock a sent quote to make changes, it returns to Draft and follow-ups pause with it. When you re-send the new version, the follow-up timers restart from the new send date. Steps that already went to that customer for the quote will not send a second time, so a revised quote never doubles up on reminders the customer has already received.

Troubleshooting

A follow-up did not send. Check these in order:

1. Is Enable follow-ups switched on in Settings → Automations?
2. Is your plan Growth or above?
3. Is the quote still Pending? Accepted, expired and draft quotes are skipped.
4. Has the customer unsubscribed? Unsubscribes apply to all future follow-ups for that email address.
5. Was another follow-up sent to the same customer within the cooldown window?
6. Does the quote have a valid customer email address?

The SMS step shows as skipped. The rendered message was over the SMS length limit. Shorten the template and future quotes will send normally.

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Related Articles

• Quoting Basics - Creating quotes and understanding quote statuses
• Booking Reminders - Automated reminders before scheduled visits
• Registering an SMS Number - Set up SMS sending for your business
• Subscription Billing - Manage your Cooledge plan

Need help with follow-ups? Email us at support@cooledge.com.au