> ## Documentation Index
> Fetch the complete documentation index at: https://docs.arcsolar.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure customer follow-up journeys

> Coordinate automatic quote SMS with the rep's conversation.

**Open:** **Retailer Settings → Customer journeys**. Individual upcoming messages appear in the customer's **Activity** area and the **Automated follow-ups** Comms mailbox.

## Configure future journeys

Review step names, timing, enabled state and message templates. Authorised administrators can pause/remove steps and add timed reminders. Save the intended journey and confirm whether outbound automation is active for your workspace.

| Default step         | Trigger                                   |
| -------------------- | ----------------------------------------- |
| Quote sent           | Successful quote send                     |
| Not viewed           | 72 hours after sending, if still unviewed |
| Viewed, not accepted | 48 hours after first viewing              |
| Final follow-up      | 168 hours after sending                   |
| Accepted             | First acceptance                          |

These are defaults, not a promise that your workspace uses them. Sending is adjusted to the configured local business window; the inspected default is weekdays, 9 am–6 pm.

## Review an individual customer

Open **Automated follow-ups** in Activity. Check the quote reference, scheduled local time, preview and status. An authorised rep can edit an unsent message or reschedule it within allowed limits.

**Unsent**, **Dry run**, **Sending**, **Sent**, **Delivered** and **Not sent** describe different outcomes. A dry run never proves a customer received a message.

## How conversation changes the schedule

Customer replies and rep-written SMS retain remaining timed steps but can move near-term reminders beyond the conversation quiet period. The inspected rule uses 24 hours. Check the actual rescheduled item before contacting the customer again.

Acceptance cancels obsolete sales reminders. Replacement, expiry, withdrawal of consent, STOP/do-not-contact, disabling customer automation or failed sender checks can cancel pending work.

Changes to the journey affect future campaigns. Existing scheduled wording is preserved. Turning automation back on does not resurrect cancelled messages.

## ArgonixIntelligence in this workflow

Automatic quote messages use saved templates, not freely generated AI copy. Use intelligence to prepare a thoughtful response, then review any message before sending.


## Related topics

- [Configure pricing and finance](/setup/retailer-settings.md)
- [The customer journey](/quickstart.md)
- [6. Follow through beautifully](/sales-onboarding/follow-through.md)
- [Run your sales day](/customers/daily-routine.md)
- [Welcome to ArcSolar](/index.md)