Quote viewed, no response: what do you do next?

You can see that your quote has been viewed, but the customer has not responded. With quote viewed, no response, many business owners make the same mistake: they call straight away with a generic sales pitch, wait far too long, or do nothing at all.

Your quote status does not tell you whether the customer will accept. It does tell you which next step makes sense. A quote that has not been opened yet needs a different approach from one that was viewed just now.

Why is the moment after a quote is viewed so important?

A customer who opens your quote link is actively considering their purchase at that moment. They may be comparing options, discussing the price at home, or have a question about one item. That is exactly when personal follow-up makes sense.

The mistake is to call every open quote in the same way. You end up asking someone who has not seen the quote what they think of it. Or you wait so long with a customer who did view it that the conversation has already moved on.

A status helps you make that distinction. In Klantly, a quote changes from sent to viewed when the customer opens their personal quote link for the first time. That only means the page was opened, not that the customer has read everything or made a decision.

So the best opening is not: “Have you made a decision yet?” Instead, ask whether everything is clear and whether anything is missing. That gives the customer room to ask a real question without putting them on the spot.

Which quote status needs which type of follow-up?

If you want to check a quote status, a fixed process is what helps most. Base your follow-up on what you already know, not on a list that gets longer every week.

• Draft: the quote has not been sent yet. Check the items, VAT and accompanying text before it goes out.
• Sent, but not viewed: the customer has not opened the quote page yet. That may mean the email landed in their spam folder, or that they have not had time yet. First ask whether the quote arrived properly.
• Viewed, but no response: this is the moment for personal contact. Call soon after it has been viewed or send a personal message asking whether they have any questions.
• Accepted: the customer has approved online. You can then turn the quote into an invoice or work order.
• Expired: no approval was received within the set period. First review what happened earlier before writing the customer off.

So do not treat a quote that has not been viewed as if the customer is not interested. They may simply have missed the link. The article about a quote that was not received goes into more detail about what you can check.

How do you call a customer who has not responded to a quote?

Keep it brief and specific. The customer will usually still know who you are and why you are calling. You do not need to explain your entire business again.

Say you sent a quote for a patio cover. The customer opens it that evening. The next working day, you see that the quote has been viewed, but no message comes back.

You could call and say: “Good morning, I saw that you viewed the quote for the patio cover. I just wanted to check whether everything is clear, especially the choices for the roof and side wall. Is there anything you are unsure about?”

That works better than asking whether they have “made a decision yet”. It shows that you know what the project is about. At the same time, you give the customer an easy opening to ask about installation, materials, scheduling or the price breakdown.

Cannot reach them? Leave a short message or send one that follows on from what you just did. Mention the quote and offer to answer any questions. Avoid a long standard text; it can quickly feel like a generic reminder.

When should you send a quote reminder?

Not every customer wants a call. Sometimes sending a friendly quote reminder is enough. Especially when a customer has viewed the quote but you cannot reach them, or when they have not decided after your conversation.

A reminder works best as part of a fixed sequence:

1. Send the quote with a clear link to the quote page.
2. Check whether the quote has been viewed.
3. Reach out personally when it makes sense for your type of project.
4. After a number of days you choose without approval, send a friendly reminder.
5. At the same time, create a task for yourself or the salesperson if personal follow-up is still needed.

That way, an automated reminder does not replace contact. It acts as a safety net. For example, an automation can send a message after a number of days without acceptance and create a task at the same time. You decide on the delay and can set conditions, such as the quote amount, stage, or whether the customer has already responded.

It also prevents an awkward situation: sending a standard reminder to a customer you already had a long conversation with that morning. If you want to keep this process clear, combine your quote status with a pipeline board for active opportunities. There you can see which projects have stalled and who needs action.

Why should a task remain alongside a reminder?

An automated email is useful for the first nudge. But for a larger project, a personal conversation often achieves more than a second email. The customer may not be unsure about the quote itself, but about the work, the schedule or a detail they do not feel comfortable asking about.

So for important quotes, create a task as soon as the quote has been viewed or after a period without a response. Link that task to the quote or customer, with an owner and deadline. That way, follow-up does not disappear into someone’s head or a separate notepad.

In Klantly, you can see when a quote has been opened, send a reminder and create a task. The quote remains linked to the customer and the pipeline card. This means the person following up can also see earlier conversations, appointments and notes.

The rule is simple: a quote reminder keeps the contact warm, but personal follow-up discovers what is really going on. So do not only look at how many quotes you send. Above all, look at which quotes have been viewed, which ones have stalled, and who deserves a short, useful call today.

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