SiteHike CRM comes with 12 automations for home service businesses. Here's what starts each one and what your customer gets, from the first reply to the review request.
These apply to every message SiteHike CRM sends to your customers.
Customers only get texts if they said yes on your form or texted you first. Everyone else gets the same messages by email.
Messages to customers only go out between 9 AM and 8 PM. Anything due overnight waits until the morning.
Once a customer replies, the follow-up messages stop and the conversation is yours to pick up in the inbox.
Here is an example of a house washing lead, from the first form to the Google review. The automations below are numbered in the order they run. You do three things along the way, and the system handles the rest.
Within a minute they get an email confirming you received the request, and a text if they agreed to texts. You get an alert on your phone with their name, number and what they need, and a job card appears in your pipeline.
This is your first job. You call the lead, look at the house, and send the estimate. Then you move the job card to Quote Sent. That one move starts the quote follow-up.
Over the next ten days the customer gets three short check-ins asking if they have questions. If they reply, the messages stop and you take over in the inbox. If they never reply, you get a task to give them a call.
When the appointment is confirmed on your calendar, every lead and quote follow-up for that customer stops on its own, and the job card moves to Scheduled. Nobody gets a check-in message after they've already booked.
This is your second job. When the work is done, move the card to Completed. A few hours later the customer gets a thank you with a link to leave a Google review, followed by one reminder a few days later.
When the invoice is paid, they're marked as a customer and you get an alert. About 11 months later they get a short note asking if they'd like to get on the schedule again. Your third job is to book them when they reply.
Every lead gets a fast reply and ends up in one place, whether they filled out a form or sent a text.
Starts when: Someone fills out the quote form on your website.
What happens: They get an email right away saying you got their request, plus a text if they agreed to texts. You get an alert and the lead goes into your pipeline.
Your part: Nothing. The reply and the alert go out on their own. Call the lead back when you see the alert.
Starts when: Someone sends the contact form on your website.
What happens: They get the same quick reply as the quote form, and the lead is saved with the form it came from.
Your part: Nothing. Reply from the inbox when you're ready.
Starts when: Someone new texts your business number.
What happens: They're saved as a new lead and you get an alert, so the conversation doesn't get lost in your texts.
Your part: Nothing. Answer the text from the inbox like any other message.
Starts when: Any new lead comes in.
What happens: You get an email, a text and an app notification with their name, phone number and what they need. A job card is added to your pipeline unless they already have one open.
Your part: Call or text the lead back. The sooner you reply, the more likely they are to book.
Starts when: A new lead hasn't booked or gotten a quote yet.
What happens: They get three short check-ins over about a week, by text or email. These stop as soon as the lead replies, gets a quote or books.
Your part: Nothing. If the lead replies, pick up the conversation in the inbox.
These keep quotes from going quiet and keep your pipeline up to date as jobs get booked.
Starts when: You move a job to Quote Sent.
What happens: The customer gets three check-ins over about ten days asking if they have questions. If they still haven't replied, you get a task to give them a call.
Your part: Move the job card to Quote Sent after you send the estimate. If the call task shows up, give the customer a call.
Starts when: An appointment is confirmed on your calendar.
What happens: Lead and quote follow-ups stop, and the job moves to Scheduled in your pipeline.
Your part: Confirm the appointment on the calendar. The system handles the rest.
Starts when: You mark an appointment as a no-show.
What happens: The customer gets a friendly message with a link to pick a new time, and you get a task to follow up the next day.
Your part: Mark the appointment as a no-show. Follow up the next day when the task shows up.
Starts when: You mark a job as lost.
What happens: All follow-ups for that job stop, so someone who said no doesn't keep hearing from you.
Your part: Mark the job as lost. Nothing else is needed.
These run after the work is done and help bring in reviews and repeat customers.
Starts when: You move a job to Completed.
What happens: A few hours later the customer gets a thank you with a link to leave a Google review. A reminder goes out a few days later, then a thank you note that asks them to pass your name along.
Your part: Move the job to Completed when the work is done. The review request goes out on its own.
Starts when: About 11 months have passed since a finished job.
What happens: The customer gets a short note asking if they'd like to get on the schedule again. This works well for seasonal and maintenance work.
Your part: Nothing. If the customer replies, book them in.
Starts when: A customer pays an invoice.
What happens: They're marked as a customer, and you get an email and an app alert so you know the payment came in.
Your part: Nothing. It runs as soon as the invoice is paid.
Missed call text back and the HighLevel inbox come with every plan. The follow-up automations on this page come with the Booked plan at $697 a month. If you're on Visible or Ranked and want them added, tell us and we'll give you the number before you commit to anything.
Yes. Texts go out from your business number, and replies come back to one inbox in the mobile app so you can answer from the job site.
Yes. Every message uses your business name, your first name and your phone number. You see every template before it goes live, and you can change or switch off any automation at any time.
If they reply STOP to a text, they won't get any more texts. Every email also tells them to reply if they'd rather not get emails.
No. Messages to customers only go out between 9 AM and 8 PM. Alerts to you and your team go out right away so you can call a new lead back.
Yes. HighLevel sells direct, and if you'd rather run it yourself, this referral link gets you started and pays us a commission at no extra cost to you. What you pay us for is the setup and the ongoing management: writing the templates, registering the numbers, testing the sequences, and being the person you call when a text doesn't send.
Book a call and we'll walk through how a lead moves from the first message to a Google review, and what that would look like for your business.