Follow-up Automation

Automated follow-ups ensure no lead or customer falls through the cracks. Otesse supports rule-based automation that triggers actions based on events and timing.

How Automation Works

Each automation has three components:

1. Trigger — What event starts the automation
2. Conditions — Optional filters (e.g., only for cleaning customers, only in specific zones)
3. Actions — What happens (send email, create task, update status, wait, branch)

Common Automation Recipes

Post-Service Follow-up

Trigger: Booking status changes to "completed"

Actions:

1. Wait 2 hours
2. Send "How was your service?" email with rating prompt
3. Wait 24 hours
4. If no rating received, send a gentle reminder
5. If rating is 4-5 stars, send a referral request email
6. If rating is 1-3 stars, create an urgent task for the account manager

Lead Nurture Sequence

Trigger: Lead moves to "Contacted" stage

Actions:

1. Send introduction email with company overview
2. Wait 3 days
3. Send case study / testimonial email
4. Wait 4 days
5. Send special offer email with first-booking discount
6. Wait 7 days
7. If no conversion, send final "We're here when you're ready" email
8. Move lead to nurture list for quarterly check-ins

Subscription Renewal Reminder

Trigger: 7 days before subscription renewal

Actions:

1. Send renewal reminder email with upcoming charge details
2. If payment method expiring soon, prompt to update
3. On renewal day, process payment
4. Send confirmation or failure notification

Reactivation Campaign

Trigger: Customer has not booked in 60 days

Conditions: Customer has at least 1 completed booking, is not deactivated

Actions:

1. Send "We miss you" email with a personalized offer
2. Wait 7 days
3. If no booking, send SMS with limited-time coupon code
4. Wait 14 days
5. If still no booking, create a task for account manager to make a personal call

Building an Automation

1. Navigate to Workflows > Automations
2. Click Create Automation
3. Select a trigger from the event catalog
4. Add conditions (optional)
5. Build the action sequence using the visual builder:

• Drag and drop action blocks
• Set wait times between actions
• Add branching logic (if/else based on customer behavior)

1. Test the automation with a test record
2. Activate

Monitoring Automations

The automations dashboard shows:

• Active automations and their status
• Number of records currently in each automation
• Completion rates
• Error rates (failed sends, invalid data)
• Performance metrics (open rates, conversion rates for email-based automations)

Pause or modify automations at any time. Changes affect records entering the automation going forward — records already in progress continue with the original configuration.