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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.

Reactivation is for customers and leads who’ve gone quiet. They booked a job last year and haven’t been back. They asked for a quote three months ago and never replied. They’re already in your CRM — they just need a nudge. A reactivation campaign is a scheduled SMS or email send to a defined audience. You build the audience (e.g., “everyone who hasn’t booked in 6 months”), write the message, schedule it, and we handle the send + replies.

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Why this matters

Acquiring a brand-new lead is expensive. Reactivating someone who already knows your business — past customer, old quote, lapsed lead — is essentially free. Most service businesses have hundreds of these contacts gathering dust in their CRM.

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How a campaign flows

  1. Build an audience — filter your contacts by status, tags, last interaction, etc.
  2. Write the message — short, friendly, with a clear next step.
  3. Pick the channel — SMS or email.
  4. Schedule — send now, or pick a date / time.
  5. Preview — see exactly what will go out, with the audience size.
  6. Activate — send goes out, replies route to your inbox like any other conversation.

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Compliance & dedupe

We’re careful about not spamming customers. Built-in safety rails:
  • STOP suppression — anyone who’s STOPped from your business in the past doesn’t get reactivation messages, full stop.
  • Quiet-hours respect — sends respect the customer’s local time zone (when we know it). No 6am wake-ups.
  • Cross-campaign dedupe — a contact in two simultaneous campaigns doesn’t get two messages.
  • A2P 10DLC compliance — every SMS includes the standard “Reply STOP to opt out” footer (auto-added).

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Channels

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SMS

Higher reply rate, more immediate. Best for short, time-sensitive offers (“quick check-in — anything we can help with?”). Costs voice/SMS minutes from your plan.

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Email

Better for longer, more formal messages or when you don’t have phone numbers. Doesn’t count against SMS minutes. You can run a campaign that sends SMS to contacts with phones AND emails to contacts without — we handle the channel choice per-contact automatically.

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Replies

When a contact replies to a reactivation send, it lands in your Inbox as a fresh conversation. The AI takes over from there using the existing conversational logic. So a reactivation message that gets a “yeah, can you swing by Tuesday?” reply turns into a booking via the AI without you lifting a finger.

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Tracking outcomes

Each campaign has a results page showing:
  • Sent — total recipients
  • Replied — how many engaged back
  • Reactivated — replies that resulted in a booking or pipeline movement (within a 7-day attribution window)
  • Opt-outs — how many STOPped
So you can see “I sent to 200 dormant customers, got 23 replies, and ended up with 6 new bookings” — the kind of clear ROI math reactivation campaigns are good for.

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Cadence

Don’t run reactivations more than ~1x per month per audience segment. Customers stop responding when they feel pestered. Test a few approaches; find what works for your business; pick a sustainable rhythm.

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Next

Build a campaign

Step-by-step.

Audiences

The filter logic for picking who to send to.