Following up with customers — the AI draft review flow

Let Avro's AI write follow-up messages for you, then review and send with one click.

![placeholder: follow-ups page screenshot]

Overview

Avro has a built-in follow-up system that monitors your clients and, based on rules you set, drafts a follow-up message when a client is due for another service or hasn't responded to something. You review each draft, edit if needed, and send. You're always in control — nothing is sent automatically without your approval.

Setting up follow-up rules

Before Avro can draft messages, you need to tell it what to watch for.

  1. Go to Settings > Follow-up rules.
  2. Click "New rule".
  3. Name the rule (e.g. "6-month check-in" or "Quote follow-up").
  4. Set the time window. For example: "clients whose last completed service was between 5 and 7 months ago".
  5. Choose which appointment types this rule applies to (or leave blank to apply to all).
  6. Write a prompt describing the tone and content of the message. For example: "Draft a friendly follow-up message for a client whose last service was a few months ago. Let them know we're available to book their next appointment." Avro uses this prompt to generate the actual message.
  7. Choose the channel — SMS or email.
  8. Save and enable the rule.

Reviewing and sending drafts

Avro's daily cron runs each evening and generates draft messages for clients who match your active rules.

  1. Go to Follow-ups in the left sidebar.
  2. You'll see a list of pending draft messages. Each row shows the client name, the rule that triggered it, and a preview of the draft.
  3. Click a draft to open the review panel. Read the AI-generated message. Edit it if you want to personalise it or change the wording.
  4. Click "Send" to dispatch the message, or "Cancel" to discard it.

That's it. The message goes out via SMS (if you have the SMS bridge set up) or email.

Auto-trigger thresholds

Beyond manual follow-up rules, you can enable automatic triggers in Settings > Follow-ups:

  • Unanswered SMS — Follow up automatically if a customer hasn't replied to an SMS after a set number of days.
  • Stale quote — Nudge a customer if they haven't responded to a quote.
  • Missing paperwork — Alert yourself when a completed job is missing a report or key documents.
  • Review request — Ask satisfied customers to leave a Google review (you set the review link in Settings > Follow-ups).

Common questions

Can Avro send follow-ups automatically without me reviewing them? Not in the current version. Every draft requires your approval before it's sent. This is intentional — a message going out in your name is your responsibility.

What if the AI draft doesn't sound like me? Edit the prompt in your follow-up rule to be more specific about the tone you want. The more guidance you give the AI, the closer the drafts will be to your voice.

Can I see messages that have already been sent? Yes. The Follow-ups page has a toggle to show cancelled and sent items. Sent messages also appear in the client's conversation history.

Do follow-up rules apply to all clients or just some? By default, a rule applies to all clients. You can restrict it to specific appointment types (e.g. only clients who had a particular kind of service).

Still need help? Contact support.