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Phone Lead Abandonment Automation

The Phone Lead Abandonment automation follows up with callers who expressed booking interest but didn't complete their reservation. This automation targets high-intent leads with immediate, personalized communication to convert abandoned phone inquiries.

Overview​

Purpose: Convert phone leads who showed interest but haven't booked within 30 minutes of their call.

Trigger: Phone lead with "New Reservation" or "Hot Lead" status remains unbooked.

Channels: SMS (immediate) followed by Email (10 minutes later).

Setup Instructions​

  1. Navigate to Automations in your SendSquared dashboard
  2. Click + Create New Automation
  3. Select Phone Lead Abandonment from the template library or start from scratch
  4. Configure the automation with the following nodes:

Step 1: Configure Trigger​

  1. Select the Lead Status trigger
  2. Set conditions:
    • Lead Source: Phone Call
    • Status: New Reservation OR Hot Lead
    • Time Condition: 30 minutes after call ended
    • Conditional: No confirmed booking exists

Step 2: Add Lead Qualification​

  1. Add a Condition node to verify incomplete status
    • Condition: Booking.Status is NULL AND Lead.Status in ['New Reservation', 'Hot Lead']
    • Data Available: Arrival date, departure date, guest count

Step 3: Send Immediate SMS​

  1. Add an SMS action
  2. Use lead information to personalize message
  3. Include direct booking link if possible

Step 4: Follow with Email​

  1. Add Delay node (10 minutes)
  2. Add Email action with detailed information
  3. Include special incentive for quick booking

SMS Template​

Hi [Guest Name], I understand you were looking at staying with us [Arrival Date] - [Departure Date] for [Adult Count] adult(s), [Children Count] children, [Pet Count] pet(s). We have availability! Reply YES to hold these dates or call [Phone]. - [Agent Name]

Email Template​

Subject: Your Property Inquiry - [Property Name] Available [Arrival Date] - [Departure Date]

Dear [Guest Name],

Thank you for speaking with us about your upcoming stay!

I wanted to confirm we have availability for:
• Check-in: [Arrival Date]
• Check-out: [Departure Date]
• Guests: [Adult Count] adult(s)
[If Children Count > 0: • Children: [Children Count]]
[If Pet Count > 0: • Pets: [Pet Count]]

Property Options:
[Property 1 Name] - [Rate] per night
[Property 2 Name] - [Rate] per night

SPECIAL OFFER: Book within the next 4 hours and receive:
- [Discount]% off your stay
- Free [Amenity]
- Complimentary [Service]

Reserve your dates now: [Direct Booking Link]

Questions? I'm here to help:
📞 [Phone Number]
📧 [Email Address]

Best regards,
[Agent Name]
[Property Management Company]

P.S. These rates and availability may change quickly during peak season.

Secondary Follow-up (24 hours later)​

SMS Follow-up​

Hi [Guest Name], just checking in on your [Property Name] inquiry for [Arrival Date]. Still interested? I'd love to help you secure these dates. - [Agent Name]

Email Follow-up​

Subject: Last Chance - [Property Name] for [Arrival Date]

Hi [Guest Name],

I wanted to touch base once more about your stay at [Property Name].

Availability Status:
• [Property 1]: [Still Available / Limited / Booked]
• [Property 2]: [Still Available / Limited / Booked]

Many guests are booking for these dates, so I wanted to make sure you don't miss out.

If you'd like to proceed:
- Quick booking: [Direct Link]
- Call me: [Phone Number]
- Ask questions: Reply to this email

Looking forward to hosting you!

[Agent Name]

Best Practices​

  • Send SMS within 30 minutes for maximum impact
  • Personalize with exact dates and guest count
  • Include urgency without pressure
  • Provide multiple contact methods
  • Track which channel gets better response
  • Monitor time-to-conversion metrics

Lead Information to Include​

Always include:

  • Guest's name
  • Specific dates (arrival and departure)
  • Number of adults
  • Number of children (if applicable)
  • Number of pets (if applicable)
  • Property name/type they inquired about
  • Direct contact information

Common Issues and Troubleshooting​

  • Incomplete data: Ensure all caller information is properly captured
  • Double-booking: Check real-time availability before sending
  • Spam concerns: Limit to 2 follow-ups maximum
  • No mobile number: Skip SMS, proceed directly to email

Measuring Success​

Track these metrics:

  • SMS open/response rates
  • Email open/click rates
  • Conversion rate within 24 hours
  • Revenue generated from abandoned leads
  • Time from follow-up to booking