How SMS follow-up campaigns work
Campaigns read customers from your CRM, draft one text per person for your review, run the replies, and count a booking only when your CRM shows it.
Campaign types
Campaigns live under Office, then Campaigns. Three kinds run today, all from data Roonly reads out of your connected CRM:
- Winback. Customers who canceled. Roonly reads the cancellation reason and service history, ranks by yearly value, and drafts an opener that fits why they left.
- Upsell. Active customers who do not have a service you sell. Pick the service and Roonly drafts one text per customer, grounded in their current plan.
- Quote follow-up. Quotes your team wrote that never got scheduled. The follow-up references the actual quote.
Roonly reads your CRM for all of this. The only write during a campaign is the appointment when a customer books.
How a campaign is drafted
Create a campaign with New campaign, choose who to target and how many, and set the tone. For winbacks you also set a minimum cancel age so very recent cancellations are left alone. Roonly then syncs the audience and writes a draft for each person.
Some records are excluded before anyone looks at them: cancellations marked with reasons such as a death in the family, bankruptcy, or collections, anyone who has opted out, anyone already in a live conversation with Roonly, anyone worked recently, and anyone with no phone number on file. The page shows how many were excluded and why.
A person reviews before anything sends
Drafts never send by themselves. Open the campaign and read every text word for word. Delete the campaign if the drafts are wrong; nothing has gone out and the drafts are discarded.
When you are satisfied, press Launch. A readiness dialog lists every gate that must be green before a single text can go out, including a connected texting number. Only then does Send campaign become available. A live campaign can be grown by the next batch of eligible customers, which arrive as drafts for review again, and can be paused at any time. Pause stops new texts and drafts; people mid-conversation still get replies.
Roonly is rolling out per-campaign autopilot that drafts and sends without review, with daily caps and quiet hours always on.
How conversations run
Once a text is out, the agent handles the reply. It answers pricing and service questions from your company knowledge, stays inside the limits you set, and offers real appointment windows read from your CRM's own routing. When a customer picks a slot, Roonly books the appointment in your CRM, reads it back, and confirms to the customer only after the CRM shows it.
If a customer says to check back later, the agent schedules that comeback for the date they asked for and the campaign shows it as a scheduled comeback. If a customer needs a person, the thread is flagged into the Callbacks inbox as a Text thread item. Opt-outs are honored immediately and permanently.
Every text written or sent appears under Campaign texts so you can audit any thread.
What counts as a win
The results strip is built from your CRM, not from what the agent said:
- Texted, replied, and talking (replied and still open).
- Booked. A CRM-verified appointment.
- Won back. Your CRM shows the account active again.
- Sold. For upsells, your CRM shows the offered service active on the account.
- Opted out, needs a human, and held with no phone on file.
A booking is never counted as a sale. A win only appears when the CRM row exists.
Related
Still stuck? Contact support.