Hi Lu-Delso — your question about switching channels is important. Before adding SMS to unanswered email follow-ups, I’d separate quotes awaiting a decision from those where the customer declined, hired someone else, or asked not to be contacted.
For the remaining quotes, I’d record the last meaningful response, the unresolved question, and one named person responsible for the next decision. That helps distinguish a useful personal follow-up from another reminder with no new information.
Do you currently have enough context on older quotes to decide which deserve a review, or is that information scattered across notes and messages?
