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Documentation Index

Fetch the complete documentation index at: https://docs.servicebooked.ca/llms.txt

Use this file to discover all available pages before exploring further.

Most of the value of reactivation isn’t the send — it’s what happens after. When a customer replies, the AI takes over the conversation and (ideally) books the lead, all without you doing anything.

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What happens immediately on a reply

  1. Customer’s reply lands in your Inbox as a fresh conversation.
  2. The conversation is tagged with the originating campaign so you can attribute it later.
  3. The AI reads the reply in context: original send + reactivation campaign goal + your business profile.
  4. AI drafts and sends a follow-up reply — usually within 5–10 seconds.
  5. The conversation continues from there, normally.

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What the AI tries to do

For a reactivation context, the AI is biased toward booking. If the customer says “yeah, I might have something for you,” the AI:
  • Asks clarifying questions about the job
  • Offers calendar slots if you have a calendar connected
  • Books the appointment and confirms
If the customer is non-committal (“not right now, maybe later”), the AI politely closes the conversation and tags the contact for a future touch. If the customer says STOP, we honor it — opt-out flag flips, future campaigns suppress, the conversation ends.

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Reactivation attribution

We give each campaign a 7-day attribution window. If a recipient replies and books an appointment within 7 days of receiving the reactivation message, the booking is attributed to that campaign. You see the attribution on the campaign results page. This matters for ROI math: “I spent 30 minutes building this campaign, sent to 200 contacts, got 6 bookings within a week — averaging $X each — was it worth it?”

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Manually intervening

If the AI is mishandling a reactivation reply (or the customer is asking something the AI doesn’t know), take over the same way you would on any other inbox conversation: type a manual reply, or pause AI for that conversation. The campaign’s results aren’t affected by manual takeover — the booking still attributes if it happens.

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Replies from people NOT in the audience

Occasionally a customer who got an old reactivation message replies weeks later. Those replies still come into your inbox, but they’re not counted as campaign attribution (outside the 7-day window).

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STOP / unsubscribe

Customers can opt out of reactivation messages specifically by replying STOP. This adds them to your org’s opt-out list — they won’t get future reactivation messages, AI auto-replies, or any other business-initiated SMS from your number. They CAN still send you a regular text (which routes to the inbox like any inbound), and the AI can reply to that — STOP only blocks YOU initiating contact.

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Re-opting in

If a customer who STOPped wants back on the list, they can text START or UNSTOP. We honor it instantly and they’re eligible for future sends.

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Reading campaign results

The campaign detail page (after the send fires) shows:
  • Sent / Delivered / Failed breakdown
  • Replied — count and conversations clickable to drill in
  • Reactivated — replies that resulted in pipeline movement
  • Opt-outs — anyone who STOPped during the window
Tap any number to see the underlying conversations. So you can quickly review “show me the 6 reactivated contacts” and confirm they’re real bookings.

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Next

You’re done with Reactivation. Next:

Reviews & Reputation

The flip side of reactivation — capturing happy customers’ reviews.