FollowUpOwl Help Center

Example business used below: "Mike's Painting" (made up).

Getting started

What does FollowUpOwl do? You log a quote once. We follow up with your customer by text on day 2, 7 and 14. Every text names you and your business. The moment they write back, the follow-ups stop and you take it from there.

How long does setup take? About two minutes to log your first quote. Right after that we ask for a few business details (legal business name, EIN or sole proprietor, and a mailing address) so the phone carriers can approve texting.

Do I need a new phone? No. It's an app on the phone you already have, iPhone or Android.

Is there a web version? Not yet. The app is where you work. Billing is on our website.

Do I need a credit card to try it? No. The 14-day free trial starts when you sign up, with no card. We never charge you automatically when the trial ends. You decide whether to subscribe.

What should my first quote be? A real one you sent this week that hasn't heard back yet. That's the fastest way to see it work.

Can I see what my customers get first? Yes. Tap Send me a test and the follow-up goes to your cell (up to 5 a day). Tests start once texting is approved.

Texts and the shared number

Why don't texts start right away? Phone carriers approve the business before it can send texts. That usually takes a few business days after you send your business details. Texts turn on once that approval is in. We'll let you know when it happens.

Why do you need my EIN and address? The phone carriers require them to approve texting. If you don't have an EIN, choose "sole proprietor." A PO box or mailbox service address works fine if you'd rather not use your home address.

What number do texts come from? One toll-free number shared by the app (it starts with 8, like 833 or 855). Your cell stays private. Every text names you and your business so the customer knows who it is.

Why toll-free and not a local number? Toll-free numbers get approved in days instead of weeks, so you can use texting during your trial.

Can I use my existing business number? Not right now. Texts come from one toll-free number shared by the app.

Where do customer replies show up? In the Inbox in the app, and you get a notification the second they reply by text. Reply right there and it goes out as a text that names you and your business.

What happens when someone calls the number? The call isn't answered. They hear a short message asking them to text instead.

How many texts can I send? Your plan includes up to 500 texts sent a month (texts your customers send you don't count). You can see this month's numbers in Settings. If you go over, we'll reach out. Nothing gets cut off.

Follow-ups

What's the first message my customer gets? When you log a quote, they get a short text confirming they'll get a few check-ins and can reply STOP anytime. Phone carriers require it. It goes out once texting is approved. Then the check-ins follow on your schedule.

What do the follow-ups say? Short, friendly check-ins that say what you'd say. For example: "Hi Sam, it's Mike from Mike's Painting. Any questions on the living room quote? Reply STOP to opt out." The last one is a no-pressure final note. You can read and change all of them before anything goes out.

Will my customers know it's automatic? The messages come from your business and say what you'd say. We don't stamp "automated" on them, but if a customer asks, just tell them you use an app to stay on top of quotes.

Can I change the wording? Yes, in Settings > Follow-up messages. Change the wording to sound like you. Your customer's name, your name, your business name and the job fill in automatically. A few things stay locked because the carriers require them: your name, your business name, and "Reply STOP to opt out" on every automatic text, and no links in texts.

Can I change which days they go out, or how many? Yes, in Settings > Follow-up messages. The default is 3 check-ins on day 2, 7 and 14. You can pick 1, 2 or 3 check-ins per quote and move the days.

When do the follow-ups stop? Right away when any of these happen:

• Your customer replies by text
• They text STOP
• You mark the quote Won or Lost
• You turn follow-ups off for that quote

My customer replied "not interested." What now? Follow-ups already stopped when they replied. Mark the quote Lost so your dashboard stays accurate.

What time of day do texts go out? Automatic follow-ups only go out between 9 AM and 8 PM Monday to Saturday, and noon to 8 PM on Sunday, in your customer's time zone. If one comes due outside those hours, it waits for the next allowed time. You can make the window shorter, but not longer. Texts you type yourself aren't held.

What if I only have an email? Follow-ups are texts, so a quote needs a mobile number.

Can I text people who never asked me for a quote? No. FollowUpOwl is only for customers who asked you for an estimate and agreed to hear from you about it. You confirm that each time you log a quote. Texting people who didn't ask breaks the law and our Terms, and it can get your number blocked.

Customers and opt-outs

What happens if a customer texts STOP? That number is taken off texts from every business on the app, and follow-ups to it are cancelled. The carrier sends the confirmation. Nothing more goes out until they text START. You can't turn texts back on for them.

A customer texted STOP by accident. Can I undo it? They can text START to the same number to opt back in. You can't do it for them. That START applies across the app, because the number is shared.

What does HELP do? If a customer texts HELP, they get an automatic reply saying who you are and how to stop messages.

Billing

How much is it? $19/month after a 14-day free trial. Unlimited quotes. Includes up to 500 texts sent a month. We'll reach out if you go over. One plan, no setup fees, no contract.

How do I pay? On our website. Tap Subscribe in the app and it opens a secure checkout page in your browser. We don't charge through the App Store or Google Play.

What happens when my trial ends and I haven't subscribed? Your follow-ups pause, and no new texts go out to customers. Your quotes, customers and messages stay saved for 90 days, so you can subscribe and pick up where you left off. Check-ins that came due while you were paused are skipped, not sent late, so nobody gets a pile of messages at once. Later check-ins still go out on schedule.

Is there a contract? No. Month to month, cancel anytime.

How do I cancel? From the billing page on our website (the app links you there). You keep access until the end of the period you've paid for.

Do you give refunds? If you cancel within 7 days of your first charge, email help@followupowl.com and we'll review a refund.

My card was declined. What do I do? We'll email you a link to update your card, and we'll retry it for up to 14 days. Your follow-ups keep running during that time. If it still doesn't go through, your subscription is canceled and follow-ups stop.

Account and data

What happens to my data if I cancel? We keep your quotes, customers and messages for 90 days after your subscription or trial ends, so you can come back. We'll email you 7 days before we delete them. After that we delete them, except a few records the law needs us to keep: the list of numbers that texted STOP (kept for good, so they're never texted again), records of customer consent and messages sent (5 years), and billing records. See our Privacy Policy.

Can my partner or helper use the same account? Not yet. Sharing one business with a second person is planned.

Who can see my customers? Only you. Your customers' info is used to send your follow-ups and nothing else. We never sell it or market to your customers. See our Privacy Policy.

How do I delete my account? In the app, go to Settings > Account > Delete account, or email help@followupowl.com. Deleting your account also cancels your subscription, and your data is deleted right away, except the same few records the law needs us to keep: the STOP list (kept for good), consent and message records (5 years), and billing records (about 7 years). See our Privacy Policy.

Getting help

How do I reach you? Email help@followupowl.com. We usually reply within one business day. There's no phone line.

I found a bug. Email help@followupowl.com, with a screenshot if you can. It goes straight to the team that builds the app.