Lead, Reservation, & Move In Cadence

The Lead, Reservation, and Move In Cadence feature automates follow-up communication with prospective and current customers based on where they are in the rental journey. The system creates dedicated follow-up experiences for each stage — Lead, Reservation, and Move In — and automatically resets the cadence as a customer moves from one stage to the next.

Depending on your organization's configuration, follow-ups are delivered as automated SMS messages, agent task prompts, or both — and can vary by lead source.

For more details on the tasks created, review the Types of Follow Up Tasks article.

How It Works

When a lead is created, a reservation is made, or a move-in occurs, the system begins a follow-up cadence tied to that customer's stage and lead source. Each cadence defines:

• When a follow-up occurs (specific day in the sequence)
• What time it's triggered (always Central Time)
• How it's delivered — automated SMS, agent task, or both

As a customer progresses through stages (e.g., Lead → Reservation → Move In), the cadence automatically resets to match their new stage. You don't need to manually track or reschedule anything.

Cadence Types

Lead Cadence

Triggered when a new lead is created by an agent or onsite tech. No follow-up is sent on Day 0, since direct contact was just made.

Reservation Cadence

Triggered when a customer makes a reservation. Follow-ups can be scheduled both before and after the desired move in date (referred to as Day N).

Day	Time (CT)	Task	Action
Day 0 (0d)	30 minutes after task creation	Call customer and try to rent now	Automated SMS sent to customer
-1d	1:00 PM		Automated SMS sent to customer
Nd	6:00 PM	Call customer and try to rent now
+1d	10:00 AM	Final Call to customer - offer promotion

Day N is the customer's desired move-in date. Days before it counts down (-7d, –3d, –1d), and days after counts up (+1d, +2d).

Move In Cadence

The Move In Cadence is available in the system 

Agent Tasks + Filters

When the cadence creates a task, it will appear in your task queue with a Next Step label telling you what action to take. Tasks include rich, stage-specific context to help you prepare before reaching out:

• Lead source and recommended next step
• Unit details and pricing estimates
• Desired or actual move-in date (with indicators if a date was missed)
• Autopay, insurance, and card-on-file status (Move-In stage)
• Most recent customer communication, including any automated outreach
• Last human-written note on the account

This context surfaces directly in the task so you have everything you need without digging through the account manually.

Filters for these tasks will be available by task type

SMS Messages

Automated SMS messages are sent directly to the customer — no agent action is required. 

All automated messages are recorded as communication events on the customer's account, so agents always have visibility into what outreach has already occurred.

SMS opt-out: If a customer opts out of SMS, automated texts will stop for that account. Task creation will continue on schedule regardless of opt-out status.

Frequently Asked Questions

Can I modify the cadence for my organization? Cadence schedules, message content, and lead source targeting are configured at the organization level. Contact your administrator or implementation team to request changes.

What if a customer opts out of SMS? Automated SMS messages will stop for that customer, but any agent tasks in the cadence will still be created and assigned as normal.

What happens if the reservation date changes? Cadence touchpoints tied to Day N automatically adjust to reflect the updated reservation date.

Are all lead sources treated the same? No, unless requested — the system supports source-specific follow up cadences.

What happens when a customer moves from one stage to the next? The system automatically resets the cadence to match the customer's new stage. For example, when a lead makes a reservation, the Lead Cadence stops and the Reservation Cadence begins.