Follow up & nudge customers

Overview

Quotes go quiet. Setell writes the follow-up so you don't have to — a short, friendly "checking in, here it is again" with the same link to the quote. Tell it who to nudge, or ask it to find everyone who's gone cold, and it does the rest.

Before you start

• A quote the customer hasn't answered yet. Following up makes sense once it's sent and gone quiet.
• Nothing else to set up.

Nudge one customer

1. Open Studio — from the left nav, or press ⌘J (Ctrl+J on Windows) for the docked panel.
2. Say who to follow up with. For example: "Follow up with Dana on the bracket job." You can name the person, the company, or the job.
3. Setell writes a short follow-up and sends it — same friendly tone, same link to the quote. It confirms in the chat.
4. Want to say something specific? Add it: "Follow up with Dana and mention we can start next week."

Find everyone who's gone quiet

1. Ask Setell the open question: "Which quotes haven't been opened yet?" or "Who's gone cold?"
2. Setell lists the stalled deals. Pick one — "nudge that one" — or say "nudge all of them."

Your Pipeline page also flags quiet deals in a Going cold view, so you can spot them at a glance and hand them to Setell.

See what's queued, and cancel one

Follow-ups Setell has scheduled but not yet sent sit in a queue you can read. Ask "what follow-ups are queued?" and it lists them: which customer, which attempt this is, and when it's due to go.

To stop one, say so — "cancel that follow-up for Northwest Fabrication." It's dropped before it sends.

Cancelling is also a signal, not just a cancellation. Setell counts dismissed follow-ups as evidence that you'd rather stay in control, so a pattern of them keeps follow-ups in Watch mode instead of offering to graduate them (docs/autonomy/overview).

What happens next

• The follow-up goes out as a normal email with the original quote link. It also shows up in the job's conversation, so your thread stays complete.
• The Nudge button on a quote holds a 24-hour cooldown per quote and won't fire twice in a day. Asking Setell in Studio sends the follow-up you asked for, when you ask for it — so if you're following up by hand, space them out yourself.
• A follow-up doesn't count against your quote's accept rate — it's a reminder, not a new send.

Troubleshooting

• "This quote can't be nudged yet." From the quote's Nudge button: it's not in Sent status — it's still a draft, or it's already accepted, signed, or declined.
• "You nudged this recently." From the Nudge button: the 24-hour cooldown is on. Wait a day, or follow up by phone.
• Setell asks which customer. More than one match — add the company or the job name.
• The customer says they never got it. The first email may have gone to spam. Check the email address on the customer, and consider setting up your own sending domain (docs/integrations/sending-domain).
• Still stuck → docs/reference/troubleshooting.

FAQ

• Does Setell write the message itself? Yes — a short, warm check-in by default. You can tell it what to say instead.
• Can it follow up with several people at once? Ask it who's gone quiet and it will work through them one at a time, telling you as it goes.
• Will it pester my customer? Setell only follows up when you ask it to, or — once you've moved follow-ups off Watch — on the cadence you've allowed. The quote's Nudge button additionally enforces one per quote per day.
• Can Setell follow up on its own? In the default Watch mode it sends when you ask. Letting it run follow-ups unattended takes Business or Pro — hands-off follow-ups ride the Auto line, not the Trust one, so on Free and Solo they stay watched however you set the mode. See docs/autonomy/overview.

Related

docs/quotes/send · docs/studio/what-you-can-ask · docs/autonomy/overview · docs/integrations/sending-domain

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