Follow-ups
The follow-ups nobody has time for, done every time.
Middlesurf texts back missed calls, follows up on open quotes, asks customers for reviews and reconnects with people you haven’t heard from in a while. CASL and CRTC rules are built into how every message is sent.
The problem
Follow‑ups are the first thing to slip on a busy day.
The quote went out Thursday and nobody has called since. The 7:40 am missed call never got returned. The customer whose furnace you serviced last fall is due again, and nobody has reminded them.
Everyone knows these follow-ups bring in work. They just never make it to the top of the list when the phones are ringing and the trucks are out.
What it does
What it follows up on
Missed-call text-back.
When a call goes unanswered, the caller gets a text from your business a moment later: “Sorry we missed you. Want to book a time, or should we call you back?” If they reply, the AI carries on the conversation by text.
Quote follow-ups.
After you send a quote, it checks in on a schedule you set, answers common questions and offers to book the job. It stops the moment the customer replies, books or says no.
Appointment and job follow-ups.
Post-visit check-ins, aftercare instructions and “how did we do?” messages go out after the work is done.
Review requests.
It asks customers for a review after every completed visit or job, with a direct link to your review page. It asks everyone, not just customers it expects to be happy.
Re-activation.
It reminds past customers when they’re due for an annual tune-up, a recall visit or a lease renewal, but only customers you have valid consent to contact.
Everything logged.
Each message, reply and outcome is recorded on the customer’s record in your CRM.
Compliance
Consent and opt-outs, built in, not bolted on.
Texts, emails and calls that promote your business are regulated in Canada. We build consent tracking and opt-out handling into the system, so it doesn’t depend on someone remembering to check a spreadsheet.
Consent tracked for every contact.
Where it came from and when it was given, so messages stop when they should.
Every message identifies you.
Your business name and an easy way to opt out, such as replying STOP.
Opt-outs honoured automatically, and synced to your CRM.
Sending hours you set.
Messages and calls go out only during the hours you choose.
A full audit trail.
Who was contacted, when and why.
We design the system to help you meet your obligations, but you remain responsible for your consent practices. We recommend confirming your approach with your legal adviser.
How it works
How a follow‑up runs
Something happens.
A missed call, a quote marked “sent” in your CRM, a job closed, or a customer reaching their annual service date.
The rules are checked.
Consent, quiet hours, do-not-contact lists, and whether this person has already been contacted recently.
The message goes out by text, email or call, in the customer’s language, from your business name.
The AI handles the reply.
It books the appointment, answers the question, or processes the opt-out.
Your team sees the result.
Hot replies are flagged to staff right away, and everything else is logged in your CRM.
Frequency
Persistent, not pushy.
You set how many messages a customer can receive and how far apart. Sequences stop as soon as someone replies, books or opts out. Nobody gets the same reminder twice in a day.
Integrations
Works with your CRM and job software
We connect follow-ups to the systems where your quotes, jobs and appointments already live.
Texts can come from your existing business number where your carrier supports text-enabling it, or from a dedicated number we set up.
- CRMsHubSpot, Salesforce
- Home services and job softwareJobber
- Clinic and practice softwareJane App, Dentrix
- CalendarsGoogle Calendar, Microsoft 365 / Outlook
- ReviewsA link to your Google Business Profile or other review page
- Phone systemsAsterisk / FreePBX and other SIP-capable systems (for missed-call detection)
Try it by phone
Hear it answer for yourself.
Call our main line and talk to our own AI assistant. You’ll hear how AI handles a caller before you trust it with a single follow-up.
Our AI assistant answers in English, French and many other languages. It can take a message, pass on your request for a call with our team, or put you through to a person.
FAQ