Setting up automatic lead follow-up sequences
Choose how and when Willa calls, texts and emails new leads until they book.
Where in Willa: Willa > Follow-up
Who can do this: Owners and admins edit sequences. Anyone can pause follow-up on a lead.
Before you start
- How quickly you want leads contacted
- Your preferred contact hours (for example 8am to 8pm)
- 1
Pick a mode
Choose call first, text first or a mix. The first touch happens within minutes of a lead arriving.
- 2
Edit the steps
Add up to 8 touches. There is at least an hour between messages.
- 3
Set contact hours
Willa only reaches out inside your contact window.
- 4
Pause or resume
Pause follow-up on any lead from their record, or pause it for everyone.
Family inquiries. New leads from calls, forms, chat and Meta all land here.
Check it worked
Submit a test lead with your own number and consent. You should get the first touch within a few minutes during your contact hours.
Tips
- Changing a sequence only affects new leads. Leads already in follow-up keep the steps they started with.
Common problems
- A lead wasn't contacted.
- Check that they gave consent, aren't marked do not contact and that it's inside your contact hours. Imported leads without consent are never contacted automatically.
- I changed the sequence but an old lead still got the old messages.
- That's by design. Leads keep the sequence they started with; only new leads use your changes.
- Texts aren't going out but calls are.
- Texting needs SMS registration. Until it's approved, Willa uses calls.
- A lead booked but kept getting messages.
- Follow-up stops when a consultation is booked. If they booked by phone with your team, mark the lead's stage so follow-up stops.
Related guides
Need a hand? Email kyle@heywilla.ai.