Follow-ups

Dated reminders to call back, re-quote or check in — for you, your team and, by email, your customer.

A follow-up is a note to your future self: “call them back after the rains”, “re-quote in spring”, “one-year check-up on the foundation work”. When it comes due, Lyteworkgo notifies the people on your team you picked and, if you asked it to, emails the client. It can happen once, or repeat as a series of reminders every few months or years.

Every role can use follow-ups. You see a follow-up when you can see the client, request, quote, job or invoice it is about. A follow-up that is not about any record is seen by the people it notifies, the person who added it, and people who see everyone's work.

Adding a follow-up

Open a client, request, quote, job or invoice and use Add follow-up in its Follow-ups section. You can also add one from the Follow-ups page — about a client, or about nothing at all.

The follow-up opens on its own page. Save, Cancel and Back take you back to where you started. If you’ve changed something and haven’t saved, you’re asked before it’s thrown away.

• What to follow up on — a short title your team will see.

• Client — when you add one from the Follow-ups page, you can pick the client it’s about. Otherwise it’s the client of the record you started from.

• Due — the day it’s due. Add a time if it should go out at a set time; without one it goes out in the morning (around 9 AM, your business time). It has to be after today, or at least 30 minutes from now if you set a time. A line under it reads your choice back, like “Tue, Dec 29, 2026 · in 3 months”. When it also emails the client and the time is before 8 AM or from 8 PM, the line says when the client is emailed, like “Jane Smith is emailed at 8 AM that day.”

• Repeat — turn it on for a series of reminders: every so many months or years (every 1 year for a yearly check-up). Choose when it ends:

  • Until you stop it — it keeps going until you cancel the follow-up or turn Repeat off.
  • After a number of reminders — 2 to 1,000, the first one included.
  • On a last date — a reminder can fall on that date itself. When you add it, it has to leave room for at least two reminders; when you edit one, it can’t be before the current reminder.

  A sentence under it spells out the dates, like “3 reminders, one a year: Dec 29, 2026, Dec 29, 2027 and Dec 29, 2028. Then it stops.” When a date doesn’t exist in a shorter month — the 31st, say — that reminder falls on the month’s last day, and the next one goes back to the 31st: Jan 31, Feb 28, Mar 31.

• Team — who is notified when it comes due. It starts as you (Me). Add up to 10 people on your team who can see what the follow-up is about. Helpers aren’t offered: they don’t use follow-ups. If you’re the only person on your account, there’s nothing to pick and it says You’ll be notified.

• Also email the client — sends the client your subject and message when the follow-up comes due, between 8 AM and 8 PM your business time. It only appears when the follow-up is about a client who can be emailed. When they can’t, a line says why:

  • the client has no email address, has email turned off, or has Follow-up emails turned off — the line links to the client so you can fix it;
  • your business has no email address or no business address in Settings yet. Every client email needs both: replies go to your business email, and your address is printed at the bottom. Owners and admins get a link to Settings; everyone else is asked to have the account owner add it.

  The email is plain text, and its rules are the same wherever you write one:

  • Subject — one line, up to 80 characters. Message — up to 500 characters; a blank line starts a new paragraph. A counter under each shows how much you’ve used, and turns red past the limit.
  • No links or web addresses. A greeting, your logo, your contact details and a Reply by email button are added for you, and a Book a visit button when you have a booking widget that customers can open from a link.
  • No offers or coupons, like “20% off” or “promo code”. These emails are for check-ups, warranty and service reminders.
  • No {{ or }} placeholders — the client’s name is added for you. Nothing offensive, no asking for passwords, card numbers, Social Security numbers or bank details, no asking for payment by gift card, crypto or wire service, and no claiming to be Lyteworkgo or Gonzware.
  • Client emails must follow the Acceptable Use Policy.

  If something doesn’t fit, Save says what, under the field. A subject or message saved before these rules keeps saving as it is until you change it.

• Notes for the team — never sent to the client.

Who is told

When a follow-up comes due, each person on its Team list gets a notification in the bell and an email. Each of you can turn either off for yourself in your notification settings; if you’ve changed your email settings before, turn the follow-up email on there to get it.

If the follow-up also emails the client and, when it comes due, the client can’t be emailed, the notification ends with why: “Client not emailed: no email address”, “email turned off”, “follow-up emails turned off”, “business email missing” or “business address missing”. Then someone can reach the client another way. An email held back by the daily limits below shows in the client’s communications instead.

Someone who can no longer act on it — they left the team, or can’t see the record any more — is skipped, and the rest are still told. If nobody on the list can take it, the people who see everyone’s work and can open that record get “Follow-up needs an owner” instead, and the account owner gets that by email too.

If you’re the only person on your account, saving a follow-up puts you on its list, so it comes to you.

Done is shared. When anyone on the list marks a reminder done, it’s done for everyone.

Automatic follow-ups from a job template (the warranty check-up)

If you promise a check-up after certain work — a one-year look at a foundation repair, a yearly service after an install — put it on the job template and never add it by hand again.

Who can set this up. Editing a job template needs owner or admin access, or Office staff with Edit the price book, templates and stock turned on. Everyone who works jobs sees the follow-ups it creates, like any other.

1. Open Jobs → Job templates and edit a template (or create one).
2. Under Follow-ups after completion, choose Add follow-up.
3. Give it a title, like “One-year warranty check-up”, and pick 12 months, yearly — or type how many months after completion it is due, and whether it repeats: every so many months or years, until you stop it or after a number of reminders. A sentence under Repeat reads it back, like “12 months after the job is completed, then every year: 3 reminders in all. Marking one done doesn’t stop the rest.”
4. Choose who is notified: The job’s lead, people you pick from Team, or both. If you’re the only person on your account, there’s nothing to choose: you’ll be notified. Tick Also email the client and write the subject and message if the client should hear from you too — the same rules as a follow-up’s email, and it goes out between 8 AM and 8 PM.
5. Save the template.

From then on, when you create a job and pick that template, the job remembers it. When the job is completed, a follow-up is added to it for each rule, due that many months after the completion date. You’ll find it in the job’s Follow-ups section and on the Follow-ups page, and you can edit, snooze or cancel it like any other.

Good to know:

• Each completed job gets its follow-ups once. Reopening the job and completing it again does not add more.
• For a multi-day job, the follow-ups are added once, when the last day is completed.
• Jobs from a recurring plan don’t get them — the plan already repeats the visit.
• Changing or removing a rule later only affects jobs completed afterwards. Follow-ups already added stay as they are.
• If none of the people a rule notifies can take it when the job is completed — they left the team, or can’t see the job — the account owner is notified instead.
• Whether the customer can be emailed is checked when the follow-up comes due, not when the job is completed — if they add an email address in the meantime, they’ll get it.

The Follow-ups page

Follow-ups in the sidebar lists what is on your plate:

• Overdue, Today and Upcoming tabs.
• Mine shows the follow-ups you’re on the Team list of. Everyone shows every follow-up you can see, including ones you added for someone else. If you’re the only person on your account, there’s just the one list.
• Each row shows when it is due, what it is about (click to open that record), who it notifies, and whether it repeats or emails the client.

The Dashboard has a Follow-ups due card with your overdue and today’s follow-ups. On My day it appears only when something is due. The Follow-ups section on a client, request, quote, job or invoice shows everyone’s follow-ups about it, not only yours.

Done, snooze, edit, cancel

• Done — ticks off this reminder. A one-off follow-up is then finished. A repeating one carries on: it moves to its next reminder, and the message says when (“Done. Next reminder: Wed, Dec 29, 2027.”). On the last reminder it says “That was the last reminder.” and the follow-up is finished. If the client’s email for the reminder you ticked off hadn’t gone out yet, the message says it won’t go out now.
• Snooze — for 1 hour, until tomorrow morning, for 3 days or for a week. Snoozing a follow-up the customer has already been emailed about reminds your team again; the customer is not emailed twice. On a repeating follow-up, a snooze has to end before the next reminder’s date, so only the choices that do are offered — and when none fits, there is no Snooze: change the date instead.
• Edit — change anything except what it is about. To move a follow-up to another record, cancel it and add a new one. Changing the date clears a snooze. A new date or time reminds your team again (the client isn’t emailed twice for the same reminder). On a repeating follow-up, moving the date moves the reminders after it too, and the page says which reminder this is, like “This is reminder 2 of 3.”
• Cancel follow-up — nobody is reminded again. On a repeating follow-up, this reminder and every one after it are cancelled; nothing already sent is undone. That’s how you stop a series — or turn Repeat off, and the current reminder becomes the last.

When nobody marks a reminder done. It stays on your list, overdue, until the next reminder’s date arrives; then the next reminder takes its place. A reminder that never went out is skipped rather than sent late. If reminders couldn’t go out for a while, the ones missed are skipped too, never sent all at once, and each still counts toward the number of reminders.

The same Done, Snooze and Cancel follow-up are at the top of a follow-up’s page. A bell notification about a follow-up that isn’t about any record opens that page.

Completing or cancelling a job does not cancel its follow-ups — a one-year check-up outlasts the job. Deleting a client cancels theirs.

What the customer gets

• One email per reminder, from your business, with the subject and message you wrote. It starts “Hi” and the client’s first name (their company name when there’s no first name). A repeating follow-up emails once for each reminder, never twice — not when you snooze it, and not when you change its date.
• It goes out between 8 AM and 8 PM, your business time. A reminder due at 6 AM tells your team at 6 AM and emails the client at 8 AM; one due at 9 PM emails them at 8 AM the next morning. A client in another time zone gets it by your clock, not theirs.
• Every one ends with a line you can’t remove: “Don’t want reminders like this from” your business, with an Unsubscribe link and an offer to stop if they reply.
• Unsubscribe turns off Follow-up emails for that client, with one click. Their page then says “Unsubscribed on” the date “from a follow-up email.” Only your team can turn it back on, and the app asks first: do it only if the client asked you to. It stops these reminders only; they still get emails about their quotes, jobs and invoices.
• If a client replies asking to stop, turn off Follow-up emails on their page. Replies go to your business email.
• Nothing is sent if, by then, the client has no email address, has email notifications or Follow-up emails turned off, or was deleted, or if that reminder was marked done, replaced by the next one, or cancelled.
• The email appears in the client’s communications and on the record it is about.
• To protect everyone’s email delivery, one client’s email address gets at most 3 follow-up emails in any 24 hours, and a business can send up to 200 in any 24 hours. Past either, the email is not sent and shows as withheld in the client’s communications; your team is still reminded.

Email templates can change the wrapper around your message — see Notifications.