Rosie - Re-engagement
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Rosie brings back customers you haven't seen in a while. She texts past customers who've gone quiet, gives them a real reason to book again, and puts the visit on your board. She works the way a good CSR works through a list of past customers on a slow afternoon, using only what your ServiceTitan account tells her.
A past customer already knows your work. Most of the time, what they need is a reminder and a reason to book: a tune-up that's due, a seasonal special, or a service they didn't know you offer.
When Rosie does something you didn't expect, the answer is almost always in your ServiceTitan records: when a customer was last out, what work they had, whether they're a member, or a tag. This article explains each rule she follows and why it's there. You can change most of them yourself by asking Jenny.
If you're here because Rosie texted a customer and you're not sure why, skip to Why did Rosie text this customer? near the end.
What Rosie does
Finds past customers who fit one of your Rosie campaigns.
Texts them, mentions their last visit so they know who's texting, and gives them a reason to book.
Answers routine questions and books the visit in ServiceTitan, using your real availability and capacity rules.
Hands everything else to your team: pricing for bigger work, complaints, billing questions, and anything she can't book.
Rosie doesn't quote prices for replacement or other large jobs. That takes a visit and an estimate. She doesn't sell memberships (that's Sally) or book maintenance for members (that's Mollie).
Key terms
Gone quiet: a customer who's paid for work before but hasn't had a visit in a while. On the standard setup, more than a year.
Campaign: one group of past customers, plus the reason Rosie gives them to come back.
Window: how long after a customer's last visit they become eligible, and when they age out.
Wait: how long Rosie waits before trying the same customer again.
Where Rosie gets her information
Rosie reads your ServiceTitan account, refreshed throughout the day:
Jobs, appointments and invoices: when each customer was last out, what work they had, which trade it was, and whether they've paid for work before.
Memberships: who's an active member, so most Rosie campaigns can leave them to Mollie.
Installed equipment: what's in the home and when it went in, on campaigns that use it.
Customer records: phone numbers, residential or commercial, how long they've been a customer, do-not-contact and do-not-service status, and tags.
Any special she offers comes from your campaign and your documents. She never makes up a price or a deal.
Why this matters: Rosie can only be as accurate as your records. If a recent visit is missing in ServiceTitan, she'll think the customer has gone quiet. Fix it in ServiceTitan and it's fixed for Rosie too.
Who Rosie reaches out to
Each Rosie campaign is a group of past customers you'd like to see again, plus a reason for them to come back. Your account can run one campaign or several, and you can add, change or retire them as your goals change. Some groups contractors use:
Customers who've gone quiet. For example, anyone who's paid for work before and had a visit in the last three years, but not in the last year. Rosie checks in and offers a visit.
Long-time customers you haven't seen lately. For example, customers for four or more years who haven't been out recently.
A seasonal special. For example, a $39 AC tune-up or a $59 water heater flush, offered to past customers in that trade.
Customers from one trade, for another. For example, customers who've only used you for HVAC, offered your plumbing or electrical services.
Aging equipment. For example, customers whose system is 10 or more years old, offered a check-up or a replacement estimate.
A campaign can be narrowed by trade, job type, time since the last visit, how long they've been a customer, service area, and more. If you can describe the group, Jenny can build the campaign and show you who's in it before anything sends.
When Rosie adds a customer to her list
Every campaign has a window, usually based on when the customer was last out.
Example: with the standard win-back setup, a customer whose last visit was September 12th, 2025 is added on September 12th, 2026, a year after that visit. They stay eligible until September 12th, 2028, three years after it, unless they book or hit a skip rule.
Why a year: a customer you've seen in the last year hasn't gone quiet, and a "we miss you" text would feel odd. Why three years: after that, the relationship is cold enough that a text from you is more likely to confuse than help.
Windows are set per campaign. A seasonal special might go to anyone who's had work done in that trade, while a win-back campaign might wait a year or more.
Who Rosie skips
Even if a customer fits a campaign, Rosie won't text them if any of these are true:
They're an active member, on most campaigns. Mollie already looks after their visits.
They had a visit recently, or have one booked. They're already back, so there's nothing to win back.
They're marked do-not-contact or do-not-service, or have one of your exclusion tags. These always win.
They're a commercial customer, if the campaign is set to residential only. Most are.
Their work doesn't match the campaign's trade or job types. A plumbing special skips customers who've only had HVAC work, for example.
They've ignored recent texts. If a customer's number has gone unanswered in two conversations with any of your agents in the last 60 days, no agent texts them until that 60-day stretch passes.
Rosie texted them recently. See If the customer doesn't reply.
When Rosie texts
Rosie works her list on weekday mornings, usually at 9:30 a.m. your shop's local time.
Each campaign has a daily limit, commonly 20 to 200 texts depending on the campaign, so a large list can take weeks to work through. Why: it spreads the bookings across your board instead of filling a single day.
What Rosie says
She mentions their last visit, so the customer knows who's texting and why.
She leads with the campaign's reason to book. For heating and cooling, she leads with the season: cooling in the summer, heating in the winter.
If the campaign has a special, she offers it as written, with its price and terms. She doesn't invent or stack discounts.
If the customer doesn't reply
On most accounts, Rosie sends one short follow-up the next weekday. Some campaigns don't follow up at all.
She stops as soon as the customer replies, books, or opts out.
If the customer still fits the campaign afterward, Rosie waits before trying again, commonly 8 to 10 weeks.
If a customer says no, Rosie ends the conversation. A no doesn't take them off future campaigns, so once the wait is over she can ask again if they still fit. If you'd rather a no be final, ask Jenny to set that.
If they ask her to stop texting, she marks them do-not-contact, and that holds for every agent. Many customers Rosie reaches haven't heard from you in a while, so expect more stop requests than with your other agents. Each one is honored right away.
What Rosie offers and books
She asks if they own the home before booking. Why: a renter usually can't approve the work.
She offers a specific open time from your availability, following your capacity rules and any days you've blocked.
She books the job type set up for that campaign, and adds a summary of the conversation to the job.
For replacement or larger work, she books a visit or asks your office for an estimate. She never quotes the job over text.
If she can't find a time that works, she hands the conversation to your team instead of guessing.
How Rosie knows a customer is back
A customer is back once they have a visit on the books. If they book with Rosie, that's her booking. If they call your office instead, the new visit shows up in ServiceTitan and Rosie stops reaching out, because they're no longer gone quiet. Either way, they come off her list without anyone on your team doing anything.
When Rosie hands off to your team
Rosie flags the conversation for your team when:
The customer wants a price for replacement or other larger work.
They have a complaint, a billing question, or a request beyond the campaign.
She can't find a time that works, or can't book what they're asking for.
They're not the homeowner and need someone else to approve the work.
Flagged conversations show as needing attention in your Conversations inbox, and your team is notified through the path set up for your account. For how escalation works, see Working Your Conversations Inbox.
How to change how Rosie works
In ServiceTitan, your team controls the records Rosie reads:
Jobs, appointments and invoices, and the trades and job types they're under.
Memberships.
Installed equipment and install dates.
Do-not-contact, do-not-service, residential or commercial, and your exclusion tags.
From Rosie's page in UpSmith:
Pause and resume her sends.
Change her send time, on the Settings tab under Schedule & limits.
With Ask Jenny, you can change who Rosie reaches out to and how. Tell Jenny what you want in plain language. She shows you a before-and-after, and an audience preview for targeting changes, and nothing changes until you confirm. For example:
"Have Rosie reach out to customers we haven't seen in 18 months." (changes the window)
"Have Rosie offer our $79 furnace tune-up to past HVAC customers through November." (starts a seasonal special)
"Offer plumbing to customers who've only used us for HVAC." (starts a cross-trade campaign)
"Leave out customers in ZIP codes we no longer serve." (changes the area)
"Drop Rosie's daily limit to 25." (changes the limit)
"Wait 90 days before Rosie texts the same customer again." (changes the wait)
"If a customer tells Rosie no, don't ask them again." (makes a no final)
"Make Rosie's first text shorter." (changes her tone)
See Build & Edit Campaigns with Ask Jenny and Adjust Your Agent's Persona & Objectives.
If you'd like help putting a change into words, or Jenny tells you something is outside what she can do, email support@upsmith.com and we'll take care of it.
Common questions
Why did Rosie text this customer?
They fit one of your Rosie campaigns and none of the skip rules applied. On a win-back campaign, that usually means they've paid for work before and haven't had a visit in over a year. Ask Jenny to show you that campaign's rules, or send us the conversation.
Why did Rosie text a customer we just saw?
Usually the recent visit isn't in ServiceTitan the way the campaign expects: it's on a different customer record, or it's still open rather than completed. Send us the conversation and we'll check.
Why did Rosie text a member?
Most Rosie campaigns skip active members, but some, like a cross-trade offer, are set up to include them. Ask Jenny to show you the campaign's rules, or ask her to leave members out.
Why are so many customers asking Rosie to stop?
Rosie reaches customers who haven't heard from you in a while, so some aren't expecting a text. Every stop is honored right away and holds for all your agents. A clear reason to book, like a real special or a tune-up that's due, gets more replies. Jenny can help you tighten the campaign or the message.
Why did Rosie text a customer who already told her no?
A no ends that conversation but doesn't take them off future campaigns. If they still fit, she can ask again after her wait, usually 8 to 10 weeks. To make a no final, ask Jenny.
Why hasn't Rosie texted a customer I expected her to?
Check the skip rules: an active membership, a recent or booked visit, a commercial account, a do-not-contact flag, an exclusion tag, or recent texts they didn't answer. A large list can also take weeks to work through at your daily limit. If none of that explains it, send us the customer's name and we'll check.
How do I stop Rosie texting one customer?
Mark them do-not-contact in ServiceTitan or add one of your exclusion tags; that stops every agent. To keep them away from Rosie only, ask Jenny to exclude them from Rosie's campaigns.
Can I see how Rosie is doing?
Yes. Ask Jenny how many customers Rosie reached, how many replied, and how many jobs she booked, by campaign.