Coming ST-81
Overview
When an estimate goes unsold after the appointment, following up usually falls to your team — and estimates can go cold while a customer waits for a callback. Your Virtual Agent can now follow up on unsold estimates automatically over text. It works in two modes: Notify & Handoff and Convert & Book.
In both modes, your Virtual Agent holds a two-way SMS conversation, answers common questions using the details on the estimate, and sends the customer a secure link to approve the estimate directly from the text. What happens after approval depends on the mode:
Notify & Handoff: When the customer approves, the estimate moves into your Sold Estimates tab automatically, so your existing sales and scheduling teams pick it up exactly the way they do today.
Convert & Book: When the customer approves, the estimate moves into your Sold Estimates tab automatically, and the Virtual Agent also books the job to your Dispatch Board and creates the job record.
This is an optional feature. It is currently in Private Preview and not available to all accounts.
Note: This Virtual Agent goal operates completely separately from Marketing Pro's Unsold Estimates campaign. Marketing Pro remains the right tool for reaching out to older, historical estimates. Running both for the same customer at the same time results in duplicate outreach.
Who uses this feature
Office roles: Administrators and CSRs
Market segment: Residential Service and Replacement
Region availability: United States and Canada
Feature configuration
Account configuration is required to use this feature. It is in Private Preview and requires help to turn on — contact Customer Support or your Pro Product Specialist.
Requires Virtual Agents (SMS Agent) access.
How it works
Notify & Handoff
Your Virtual Agent follows up automatically on unsold estimates, on the schedule you set.
The customer can ask questions about the estimate at any time.
Your Virtual Agent answers using the details on file for that estimate.
Your Virtual Agent sends a secure link so the customer can approve the estimate directly from the text.
Once approved, the estimate moves into your Sold Estimates tab, and your team takes it from there.
Convert & Book
Your Virtual Agent follows up automatically on unsold estimates, on the schedule you set.
The customer can ask questions about the estimate at any time.
Your Virtual Agent answers using the details on file for that estimate.
Your Virtual Agent sends a secure link so the customer can approve the estimate directly from the text.
Once approved, the estimate moves into your Sold Estimates tab.
The Virtual Agent asks the customer when they'd like to schedule, using the estimate to determine the job type.
The Virtual Agent creates the job and books it for the customer's selected time. The job appears in the unassigned tray of your Dispatch Board.
If a customer doesn't respond to the outreach text, the conversation can still route to your team as a normal inbound message.
How to prepare
Request access. If you're interested in this Private Preview, contact Customer Support or your Pro Product Specialist.
Decide which audiences move over. Because this goal and Marketing Pro's Unsold Estimates campaign operate completely separately, choose which one runs for a given audience. For any Business Unit you move to the Virtual Agent goal, disable or edit the matching Marketing Pro campaign so customers aren't contacted twice.
Set your follow-up timing. Choose when the Virtual Agent makes first contact after an estimate becomes eligible for outreach.
Optional: focus on your highest-value work. Set a minimum estimate value so outreach skips smaller estimates, and scope the goal to specific Business Units if you don't want it running everywhere.
If you use Convert & Book: enable the Voice Agent to book install jobs under Agent Studio → Job Types.
Brief your team. Let CSRs and sales staff know that estimates approved through this goal appear directly in the Sold Estimates tab — the same place approved estimates show up today.
How it works for your industry
Residential Service and Replacement
Notify & Handoff:
A homeowner gets an estimate for a new water heater but doesn't approve it on the spot. A couple of hours later, the Virtual Agent texts to check in and answer any last questions.
A customer replies asking whether the estimate includes labor. The Virtual Agent answers from the estimate on file, instead of the customer waiting for a callback.
The customer taps the secure link and approves the estimate at 9 PM. It moves into your Sold Estimates tab overnight, ready for your team the next morning.