How Movo follows up: texts, calls and timing

Movo reaches out to new families, answers them when they write back, and checks in when they go quiet. Here's when it does each of those, and how it decides between a text, an email and a call.

The first message

Movo texts a new family as soon as they're added, whether they come from an import, a website form or a sign-up list. If it's outside your reach-out hours, the first text waits until the morning.

Reach-out hours

Movo only starts a conversation during your organization's reach-out hours, in the family's own time zone. Unless yours have been changed, that's 9:30am to 7pm, every day of the week.

If a family texts Movo, it replies straight away, at any hour. The hours only limit when Movo writes first.

Your hours are set when Movo is set up. To change them, click Get help and tell us what you'd like.

When a family doesn't reply

Movo doesn't send a string of texts in a row. If a family goes quiet, it checks in again, and leaves longer and longer gaps each time.

These are rough guides, not a fixed schedule. Movo picks each time based on the conversation. If a family says "not this season", it waits a long while before checking in again. As soon as the family replies, it starts over.

Texts, emails and calls

Movo replies the same way the family wrote to it: a text gets a text, an email gets an email. Most of its own check-ins are texts.

Movo only phones a family when they ask for a call, or when talking would clearly help more than a text. Calls only happen if your organization has calling set up. Families can also call your Movo number and talk to Movo. Calls are in English or Spanish.

How fast Movo replies

When a family texts, Movo waits about 30 seconds in case they send more. Then it replies, usually within a minute or two. A longer question can take a few minutes, the way a person would take a moment to answer.

What stops follow-ups

• The family replies. Movo answers them and the check-ins start over.
• The family signs up. Once they've registered, Movo stops chasing them about it.
• The family texts STOP. Movo stops texting them. See What happens when a family texts STOP.
• You pause Movo for the family. It stops reaching out and replying until you resume it. See Pausing Movo for a family.

See what's coming next

Open a family's conversation and scroll to the bottom. Under Coming up, Movo says when it will check back and why.

If you'd rather Movo didn't check in, click Pause next to the family's name. See Pausing Movo for a family.