Captivated Professional Services
Custom Follow-up Automation
Follow-up works. It also stops when things gets hard, which is exactly when it matters most.
We build the sequence: what triggers it, what it says, how long it waits, what happens when someone replies, and when it stops. Then we test it with you before it touches a customer.
Automated Conversations. Managed for Results.
Almost nobody loses a deal on the first conversation. They lose it in the days afterward, when nothing else happened.
The Estimate That Just Sits
You quoted it. They said they'd think about it. That was 11 days ago. Nobody has followed up because nobody owns the conversation, and the job is now almost certainly gone.
The Lead That Went Cold
When it comes to leads, speed of response decides who wins. While most businesses measure their response time in hours, you don't have to join them. Too much revenue is at stake.
No Time for Business
When your team has time, follow-up is excellent. When they don't, it disappears entirely. That means your worst follow-up happens exactly when your opportunity volume is highest. Let that sink in.
A Sequence Built Around Your Process, Not a Template.
Follow-up automation goes wrong in predictable ways: messages that keep coming after someone replies, timing that feels robotic, a call to action that asks for the wrong thing.
We build around those failure modes deliberately.
We Design the Trigger
- What starts the sequence? An estimate sent, a form submitted, a workflow state reached, a keyword texted, a conversation completed.
- Automation events can fire immediately or after a delay you specify, which is what makes multi-day cadences possible.
- Select one trigger or several. A declined recommendation and a cold lead require their own, unique sequence.
We Build Your Templates, in Your Voice
- Each message in the sequence becomes a template with merge fields, so it opens with the customer's first name.
- Attach what the message needs: a payment request, a booking link, a form, a photo, a document.
- Short messages consistently outperform long ones. We'll push you toward brevity and tell you why.
We Build the Rules That Make it Work
- Response Logic: What happens the moment a customer replies? Or requests you stop the rest of the sequence?
- Cancellation Logic: What conditions end the sequence early? A booking made, a payment received, an opt-out?
- This is the part most teams skip, and it's the part that decides whether customers experience your follow-up as service or as SPAM.
We Test It With You First
- We run the sequence end to end before it goes live, including the reply and cancellation paths.
- You approve every message and every interval.
- Afterward you can adjust timing and wording yourself, or text Support and we'll adjust it with you.
A Trusted Partner to Make Automations Work for You
1200+
businesses served across a decade of business texting.
98%
of our customers would recommend Captivated to industry peers.
5 Star
Google reviews and SOC 2, HIPAA and CCPA credentials.
90%
report reduced admin effort and improved efficiency.
Live
U.S.-based support from real people.
SMS response rates average around 45% across industries, compared with roughly 6% for email.
Follow-up by text is not the same activity as follow-up by email. Captivated's Professional Services team offers tailored services billed by the work, with no minimum required.
Subaru
Captivated is a great communication platform for our business. It has automatic follow ups so I can focus on other things, reminders to book, reschedule if needed, and is an all around easy way to communicate with our customers. We use it for our Love Encore program here at Subaru and it has really helped with scheduling more appointments. Captivated also has great customers service and support.
– Subaru Manager
Monaco Ford
“I would absolutely recommend Captivated to other dealerships. It has helped us communicate more effectively and keep things streamlined.”
– Human Resources
3 Steps to Next Level Follow-Up
Tell us where you're losing them.
Estimates, leads, appointments, declined recommendations. We'll help you pick the one sequence worth building first.
We build the whole thing.
Triggers, messages, timing, response handling, and the rules that stop it. Scoped and quoted before any work starts.
You test it and turn it on.
Run it on yourself first. Once you've approved it, it runs on every customer who meets the trigger.
What Changes When Follow-Up Is Built In
Whether Follow-Up Happens
Without This Service:
Depends on someone remembering during a busy week
With Captivated:
Fires automatically on a trigger you defined
Practical Impact:
The busiest weeks stop being the worst-served ones
Speed of the Second Touch
Without This Service:
Hours or days, if at all
With Captivated:
Whatever interval you chose, every time
Practical Impact:
You reach people while the decision is still open
Consistency of the Message
Without This Service:
Whatever the person had time to type
With Captivated:
An approved template in your voice, personalized by merge field
Practical Impact:
Every customer gets your best version
Stopping at the Right Time
Without This Service:
Manual, and easy to get wrong
With Captivated:
Response handling and cancellation logic built into the sequence
Practical Impact:
Follow-up reads as service rather than as spam
The Bottom Line
Without it: the estimate keeps sitting, the lead keeps cooling, and the competitor who followed up on day two keeps getting the job you quoted on day one.
Frequently Asked Questions
By building the stop conditions properly, which is most of the work. The sequence ends the moment a customer replies, books, pays, or opts out. Whichever conditions you choose. We also push hard for fewer, shorter messages. Follow-up that respects a reply is experienced as service; follow-up that ignores one is experienced as spam.
We scope and quote before starting. A basic single-message follow-up is about an hour. A standard multi-step sequence is one to three hours. Advanced work with complex trigger logic or workflow integration runs longer. You'll have the range before you commit.
We draft them with you, using your language and your process, and you approve every one. We'll advise on length and call to action — short messages consistently outperform long ones, but the words are yours.
Workflows & Automations must first be enabled, a defined trigger, approved messaging content, your desired timing, and a decision on what should stop the sequence. We work through all of that in the requirements conversation.
Yes, and most teams do after the first month. You can adjust timing and wording yourself, or text Support and we'll make changes with you. The build is yours, not a black box.
Important Note: Custom Follow-Up Automation is delivered by Captivated Professional Services and billed hourly, scoped and quoted before work begins. Requires Workflows & Automations enabled on your account. Automated messaging is subject to TCPA and carrier guidelines, including restrictions on messaging frequency and timing. Businesses are responsible for obtaining appropriate customer consent and for the content of their messages.
Ready to Stop Losing Business to Silence?
Tell us where customers go quiet. We'll build the sequence that keeps the conversation alive — and the rules that end it gracefully.
Already a customer? Text Captivated Support at 317-316-3600.
