When a contact replies

When a contact writes back to one of Trevy's emails, by email or by text, the conversation belongs to your team. Trevy stops its emails to that contact, and the reply shows up in Follow Up Boss like any other.

Making sure someone answers

With hot-lead alerts on, Trevy also waits for your team to answer:

1. Two working hours after the reply, if nobody has answered, the contact's agent gets a task in FUB, due in five minutes with a reminder. It's an Email or Text task to match how they replied, named like "Answer Jamie: replied by email 2 hours ago to "Your market report for Decatur"".
2. Two working hours after that, if it's still unanswered, the team lead gets an email from Trevy, such as "Alex Kim hasn't answered Jamie Lee's reply", with a button to open the contact in FUB.

Working hours are 8am to 9pm where the agent is. If nobody active in FUB is assigned to the contact, the team lead gets the email after the first two working hours instead. A solo agent who is their own team lead gets the task and no email.

What counts as an answer

Any call, text or email to the contact from someone on your team after the reply, or the agent marking the task done. Emails from Trevy and from action plans don't count. FUB doesn't say who sent a text, so any text sent to them after the reply counts.

What Trevy follows

• Replies from contacts Trevy emailed in the last 30 days.
• One reply per contact at a time. If they write again before anyone answers, the clock still runs from their first reply.
• A reply nobody has answered after a week is no longer followed, and Trevy ignores replies it finds that are already more than a week old.
• If the contact is deleted from FUB, Trevy stops.

Turning it on

Reply follow-up runs with the Hot-Lead Alerts setting in Settings → Alerts and reports:

• Off: no reply tasks or emails.
• Practice: Trevy records each step it would take and sends nothing.
• On: agents get tasks and the team lead gets emails.

Trevy stops emailing a contact who replies whatever this setting is. Your weekly report counts the leads who replied that week.