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Follow up with callers who didn't book, no-shows and past customers

Follow-ups are texts Lightspire sends for you after something happens: a caller asks about a service and doesn't book, says the price is too high, doesn't turn up, or hasn't been back for a while. You choose which ones are on, and whether each one asks you first.

4 min readThe Growth planUpdated 13 Nov 2026

Before you start

  • You're on the Growth plan. On Free and Pro, the Follow-ups page shows what they do and how to upgrade.
  • Your services have names (and prices, for a price objection's offer) in Agent › Knowledge › Services.
  • Your business name is right in Settings › Business: every text starts with it, because texts come from Lightspire's own mobile number.

Three steps

  1. Turn on the follow-ups you want

    Open Agent, choose Grow on the left, then Follow-ups. With more than one location, pick the agent in the top bar first. There are four, each off until you switch it on:

    • Callers who didn't book: they asked about a service, its price or times, and nothing was booked. A text a little later (2 hours by default), with the service's live promotion if it has one.
    • Price objections: the caller said, in their own words, that the price was too high. Lightspire suggests a personal offer for them (10% off for 14 days by default). This one always asks you first.
    • No-shows: a booking you mark No show gets a "sorry we missed you, call or reply to rebook" text an hour later.
    • Rebooking reminders: some weeks after a visit (6 by default), when they haven't booked again.

    For each, choose Ask me first or Send automatically, when it goes, and Text, Email or Text and email. Leave the wording empty for ours, or write your own with {first_name}, {service}, {phone} (this agent's number), {offer} and, for rebooking, {weeks}. The grey box shows the text exactly as a customer gets it, and how many texts long it is. An email has the same words under its own subject (for example "Thanks for calling about Colour"), with your logo, a button to call your agent and an unsubscribe link; replies go to your business's email. Press Save under each one.

    Harbourside Hair: Hi Sam, thanks for calling about Colour. We'd love to see you, so here's 10% off your next Colour until Tue 1 Dec, just for you. Call (07) 5550 1234 to book. Reply STOP to opt out.

  2. Approve, edit or skip what's waiting for you

    Open Follow-ups in the Grow part of the menu. The number beside it is how many are waiting. Under Waiting for you, each one shows who it's for, why (for a price objection, the caller's own words, with View call), the text, the offer, when it goes and how many texts it uses.

    • Approve: it goes at its time, inside the sending hours. For a price objection, approving makes the personal offer: one use, for that customer only. When they call, your agent knows about it and books them at the offer price.
    • Edit: change the words or the offer. It keeps waiting until you approve or skip it.
    • Skip: it never goes.

    A suggestion nobody decides on expires after 3 days.

  3. See what went, and who booked

    The History tab lists every follow-up: what was sent and whether they booked afterwards, and what was skipped, cancelled or couldn't be sent, and why.

You're done when

The follow-ups you want are on, and Waiting for you shows the ones that ask you first.

When a follow-up doesn't go

Lightspire never sends a follow-up:

  • to someone who replied STOP, or who hasn't agreed to texts about offers (a caller who asked about a service in the last 14 days, or an existing customer, counts as agreeing for a follow-up); by email, to someone who unsubscribed or whose email bounced;
  • more than once a week to the same person, by text or by email (with your campaigns);
  • outside 9 am to 8 pm Monday to Friday and 9 am to 5 pm Saturday, in your time zone (it waits for the next morning);
  • once they've booked, or after you turn the follow-up off. A no-show that's no longer marked No show isn't texted.

Each text uses your marketing texts (500 a month on Growth). When they run out, follow-ups wait, and go once you add a pack in Billing. Emails count toward Growth's 2,000 emails a month. With Text and email, the follow-up counts as sent once either went; History says why the other didn't.

If something's not right

A caller said it was too expensive, but nothing is waiting

A price objection is only suggested when the caller said it in their own words and nothing was booked. Not booking, or "I'll think about it", isn't one. Check Price objections is on for that agent.

A follow-up says "Not sent"

History says why: they opted out, haven't agreed to texts about offers, were texted this week, or booked since.

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