PHASE 1 — INITIATE
1st to the 10th of the month
GOAL: Reach out to 100% of your contacts in your Smart Lists
STEP 1: Find accounts to contact
Focus on one Smart List at a time for relevant campaign messaging
Use the Filter by Next Action: 1st Attempt filter to find customers who haven’t been contacted yet
STEP 2: Start the chat!
Choose a Chat Starter that relates best to the Smart List you’re working on, and hit Send!
💡 TIP: If you have Bulk Messaging enabled, instead of Steps 1 and 2, complete your 1st Attempts by sending a bulk message. Learn how to send a bulk message here.
STEP 3: Reply promptly
Aim to respond within 24 hours to maintain engagement, or within one hour if you’re up for the challenge!
Recommended: Log onto Statflo 3X each shift (at the beginning, middle, and end) for 10 minutes minimum
💡 TIP: Refer to our Quality Conversations: Texting Guide for conversation best practices!
PHASE 2 — FOLLOW UP
11th to the 20th of the month
GOAL: Engage ongoing conversations and re-engage customers who haven’t replied
STEP 1: Follow up with customers who sent the last text in an ongoing conversation
Think of SMS In Progress as your “active conversation alert” — never leave a customer hanging!
It’s your turn to reply!
💡 TIP: Add a note using the Notepad widget to capture crucial customer details.
STEP 2: Follow up with customers if you sent the last text in an ongoing conversation
Think of No SMS Reply as there’s no reply from them at the moment
Gently nudging them might reignite the conversation!
STEP 3: Send your 2nd Attempts to customers who didn’t reply
Use the Filter by Next Action: 2nd Attempt filter to find customers who never replied during this campaign
💡 TIP: Persistence is key. The best follow-up strategy is to switch mediums. Try text/call/text for the highest conversions!
PHASE 3 — CLOSE THE LOOP
21st to the end of the month
GOAL: Complete your lists, finish following up, and get ready for a new month!
STEP 1: Continue active conversations
Use insights from previous messages to keep the conversation relevant and engaging
STEP 2: Send your 3rd Attempts to customers who didn’t reply
Use the Filter by Next Action: 3rd Attempt filter to find customers who still haven’t replied during this campaign
STEP 3: Drive to action
Ensure each conversation ends with a clear next step — such as a scheduled call or an in-store visit. Remember to share your availability!
💡 TIP: Remember to Log an Activity — whether it’s a call or a meeting. Never miss an opportunity!