Follow-up plans

Goal. Build sequences of messages and tasks that the CRM sends on its own on the scheduled days, enroll clients in them and let them stop when the client replies.

Prerequisites. The "Manage payment plans" permission, which by default the Administrator and the Operator have. For WhatsApp and email steps to actually go out, an administrator must have those channels connected in "Settings" › "Integrations"; "Internal task" steps need no channel.

The screen opens from "Operations" › "Plans" and is titled "Smart Plans".

Starting from a ready-made plan

1. With no plans yet, the screen shows the "Ready-made plans" directly; once plans exist, the "Ready-made" button opens them. There are four: "New lead follow-up", "Pending documents", "Quote follow-up" and "Win back clients". Each card shows its full sequence, "Day 0", "Day N", with each step's channel and the "Stops if they reply" note.
2. Click "Use this plan". The CRM creates the plan with all its steps and opens it: "Plan "…" created — review it and turn it on".
3. Review the messages. The plan is created "Active"; the same button switches it to "Paused" and back to "Active".

To start from scratch, "Prefer to start from scratch?" leads to "New plan": type the "Plan name" and the "Description (optional)" and click "Save"; the CRM confirms with "Plan created".

A plan's page

On the left, the "Plans" list with the "Search plan…" box; each plan states "N steps", "N active" and whether it is "Active" or "Paused". On the right, the selected plan with its "Steps", "Duration", "Channels" and "Enrolled" figures, the "Active" / "Paused" button, "Delete plan" and the "Steps" and "Enrolled" tabs. Below it reminds that "The sequence stops when the client replies.".

Adding steps

1. On the "Steps" tab, click "Add step".
2. Set how many days to "Wait (days)" after the previous step; with 0 the step is "Immediate".
3. Choose the "Channel": "WhatsApp", "Email" or "Internal task". For "Email" also type the "Subject (email)".
4. Type the "Message in Spanish" and the "Message in English"; each client receives theirs according to their language. "Available variables" lists the "Client" and "Case" data replaced when sending; "Case" variables only fill in when the enrollment comes from a case.
5. For a designed email, use "Email HTML (optional)" with "HTML in Spanish" and "HTML in English"; the text stays as the fallback.
6. Click "Add step" at the bottom of the dialog. The CRM confirms with "Step added".

Each step shows its wait, "Immediate" or "+N days", its channel and its message; "Delete step" removes it. With "Internal task", on its day the CRM creates a task titled "Plan:" followed by the message.

Enrolling clients

1. Click "Enroll contact", choose the "Plan" and the "Client" and confirm. The CRM answers "Contact enrolled".
2. On the "Enrolled" tab each client appears with their status, "Active", "Completed" or "Stopped", and the "Step" they are on. "This plan" and "All" switch between the plan's enrollments and those of every plan.
3. "Stop" cuts a client's sequence. When the client replies through any channel, the sequence stops on its own.

Troubleshooting

• "That contact is already active in this plan." The client already has an active enrollment; stop it before enrolling them again.
• "The plan has no steps yet." Add at least one step before enrolling.
• Messages do not go out. The plan is "Paused", or the step's channel is not connected under "Integrations". Internal tasks are created without any channel.
• "Plans" is missing under "Operations". Your role lacks "Manage payment plans".
• "Delete the plan "…"? Its steps and all its enrollments will be removed." Deleting a plan stops everyone enrolled and cannot be undone; to merely halt it, set it to "Paused".