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Your busiest day is the day you don't follow up. The Sales Playbook does it for you: when an invoice flips PAID, a six-step nudge sequence enqueues against the customer — t+24h review, t+7d warranty registration, t+30d cross-sell, t+90d maintenance check, t+180d win-back with a discount, t+365d anniversary — each delivered by SMS (the only channel — there's no email variant) at the scheduled time. Five of the six steps use editable template copy with merge fields ({{firstName}}, {{shopName}}, etc.); only the cross-sell step's pitch line is written per-customer by AI, using the customer's real purchase history. Replies are AI-classified and acted on. Operator opt-outs honored. Per-shop kill switch, per-customer opt-out, full timeline view per invoice.
✨ Playbook · invoice #2841 paid
Sarah Chen · Tesla Model Y · Front 2 Ceramic 70/35
6-step sequence
+24h → +365d
Review request
Sat 9:14am · 4.9★ reply
Warranty registration
Fri 11:30am · clicked
Cross-sell · PPF
Today · 'yes pls send quote' · marked DONE by AI
Maintenance check
Aug 1, 9am Central
Win-back · 15% off
Oct 30, 11am Central
1-year anniversary
May 3, 2027
Features, zoomed in
Three capabilities built specifically for the day-to-day of a working shop.
Deep dive · 01
Each step lands at the moment a real shop owner would have called the customer if they had time. The +24h ask runs while the work is still fresh. The +30d cross-sell pitches the natural next service (PPF after tint, ceramic after PPF, maintenance wash after ceramic). The +6mo win-back fires before the customer drifts to a competitor. The +1yr anniversary keeps the relationship warm.
✨ Playbook · invoice #2841 paid
Sarah Chen · Tesla Model Y · Front 2 Ceramic 70/35
6-step sequence
+24h → +365d
Review request
Sat 9:14am · 4.9★ reply
Warranty registration
Fri 11:30am · clicked
Cross-sell · PPF
Today · 'yes pls send quote' · marked DONE by AI
Maintenance check
Aug 1, 9am Central
Win-back · 15% off
Oct 30, 11am Central
1-year anniversary
May 3, 2027
What's included
Everything that ships on day one. No feature-gating surprises inside a single plan.
See every angle
Every meaningful view, the path through it, and the moments that matter — so you know exactly what you're buying.
Per-shop template editor
HQ tier can set an org default that shops without their own edit inherit — a shop's own customization always wins.
Playbook templates
Cross-sell · PPF
EditingDelay
Channel
Copy
Tokens: {{firstName}} · {{serviceName}} · {{shopName}}
Who it's for
What it replaces
How it works
Whether the customer paid via pay link, in-person card, or cash entered by the operator — the moment recordPayment marks the invoice fully paid, enqueuePlaybookForInvoice fires.
Each gets a scheduledFor offset (t+24h, t+7d, t+30d, t+90d, t+180d, t+365d), a kind, and a body template resolved with merge fields — SMS only, there's no per-customer channel choice. Idempotent — re-firing on the same invoice is a no-op.
salesPlaybookTick scans PENDING plays whose scheduledFor has passed, sends the SMS (honoring smsOptOutAt + playbookOptOutAt + the per-shop kill switch), flips to SENT or FAILED, and stamps engagedAt the moment the customer replies.
What this looks like in a shop
Illustrative scenario: a shop enables the playbook on a Wednesday. Eight days later, three customers reply 'yes pls send PPF quote' to the +30d cross-sell — the owner sees them flagged FOLLOW UP MANUALLY in the next-morning replies digest and sends quotes the same day. The shop had been doing zero post-paid follow-up before this; the only ongoing operator time it costs is reading the digest.
Questions
Fits in with
Twilio
Sends the SMS at scheduled time + receives replies
Resend
Sends the daily reply digest + failure-alert emails (playbook nudges themselves are SMS-only)
Anthropic Claude
Writes the cross-sell pitch line + classifies inbound reply intent
Inngest
Hourly tick fires due plays; daily crons run the digests
Explore more
Every customer conversation in one inbox. Auto-reminders run 24/7, but when they reply, a human sees it. MMS, templates, merge fields.
Pick a preset drip sequence — win back lapsed customers, follow up cold leads, or ask for a review after a completed job. Choose your pace, edit the message, turn it on.
Revenue, installer performance, per-job material margin, quote-to-paid counts, customer LTV — organized as individual reports you pick from a sidebar, not one mega-dashboard.
Search by name, plate, or VIN in milliseconds. Every appointment, quote, invoice, warranty, and photo attached to the right record — forever.