Every unanswered text is a conversation that can go cold while you're on another call. The Nudger keeps it alive: when a prospect doesn't answer a text or email you wrote, Bonzai follows up for you, in your name, until they reply or you write again.
You don't do anything new. Text and email prospects the way you always do. Loan officers using it say the follow-ups read like their own, keep borrowers engaged when they miss them, and bring back replies from people who had gone quiet.
Turn Nudger on or off as a user
If your organization has given you the Nudger, make sure it's on:
- Go to Settings > Bonzai > Overview.
- Switch Nudge quiet prospects on.
Switching it off pauses the Nudger for all your prospects and withdraws any follow-ups already planned. If the switch is locked and says Enabled by your organization, your admin runs the Nudger for everyone, so ask them.
For admins: to make this switch available to your users, including how to turn it on by default for everyone, see Roll out the Nudger.
Turn it off or on for one prospect
Once Nudge quiet prospects is on, the Nudger covers every prospect you own, new and old, but it only does something after you send a new message. The prospect's owner, or a teammate the prospect is shared with, can switch it off and back on for that one prospect.
- Open the prospect's conversation.
- Click the Bonzai icon under the prospect's name.
- Switch Nudger follow-ups off or on.
Switching it off withdraws the planned follow-up, and nothing you send that prospect starts a new one until you switch it back on.
How a nudge happens
- You send a text or email and the prospect doesn't answer.
- A note above the message box, Bonzai checks in with a time, shows when the Nudger plans to follow up. Nothing has been sent yet.
- At that time, if the prospect still hasn't replied, the Nudger sends a follow-up in your name, during your shift hours.
- When the prospect replies, the Nudger stops.
A follow-up points back to what you said, in fewer words, and never adds facts, prices or offers.
If your message was just a sign-off like Thanks!, Bonzai sends nothing and marks it No follow-up.
If the prospect never replies, Bonzai sends up to the number of follow-ups your organization chose, each one shorter, and then marks the thread Follow-ups complete.
Follow-ups stopped means Bonzai stopped early because the conversation looked closed, for example when the prospect wrote that they're struggling to pay, like I'm behind on my payments.
Only messages you write start a follow-up. Campaigns, pipelines and broadcasts never do.
Check and rate a follow-up
Every follow-up is labelled Nudge. Click Why this message? under it to see why Bonzai sent it and when the next one goes out.
You can rate any follow-up with the thumbs up (Good response) or thumbs down (Bad response). Your rating is saved with that follow-up, and the Bonzo team uses ratings to improve how Bonzai writes them.
Check your shift
Bonzai only nudges during your shift, which starts as Monday to Friday, 9 am to 5 pm, in your timezone. Make sure to manage your shift at Settings > Account > Shifts so Bonzai nudges during the hours you work.
Questions
Who does a follow-up come from?
The teammate who wrote the last message to that prospect.
How many follow-ups?
Your organization decides. An admin sets how long Bonzai waits before the first follow-up, anywhere from 2 minutes to 3 days, and how many follow-ups a conversation gets, from 1 to 10 (5 by default).
Bonzai spaces the later follow-ups itself, based on the conversation.
What does it cost?
A follow-up by text is charged per text segment, an email follow-up costs 0 tokens, and Bonzai writing it is free. See What Bonzai costs.
To turn the Nudger on for your organization, see Roll out the Nudger.