Can I customise the follow up email sent to contacts?
Yes. On V1CE ClientCapture OS, V1CE has two distinct email mechanisms you can set up on a Contact Capture form: a Welcome email that sends instantly when someone fills in your form, and a Smart follow-up that sends later (after a delay, or as a sequence of emails). Most people who say "my follow-up isn't working" actually want a Welcome email. They're different and you need to turn on the right one. Both live under Smart follow-ups in the More menu.
Welcome email vs Smart follow-up: which do I need
V1CE has two separate email mechanisms and they do different things:
Welcome email: sends instantly the moment someone submits your Contact Capture form. Use this if you want the contact to receive a "thanks for connecting" email straight away.
Smart follow-up: scheduled to send in the future, after a delay (e.g. 1 hour, 1 day) or as a sequence over several days. Use this for nurturing, re-engagement, or scheduled outreach.
If you turned on a Smart follow-up and the contact didn't immediately receive anything, that's expected. Smart follow-ups are delayed by design. You probably want to also enable a Welcome email for the instant send.
How to set up a Welcome email (instant send) on V1CE ClientCapture OS
Log in at app.v1ce.co
Open the More menu and click Smart follow-ups
Click Create follow-up
Choose the Welcome email option (or set a trigger of "Contact form submitted" with timing of "send immediately")
Design your email: subject line, body, your contact details, links
Save and activate
Once activated, the Welcome email sends within seconds of any new Contact Capture form submission.
How to set up a Smart follow-up (delayed send) on V1CE ClientCapture OS
Log in at app.v1ce.co
Open the More menu and click Smart follow-ups
Click Create follow-up
Choose the trigger (e.g. "Contact form submitted")
Set the timing: send after a delay (1 hour, 1 day, 1 week) or as a multi-email sequence
Design each email in the sequence
Save and activate
If you can't find Smart follow-ups under More, your V1CE software may not have the feature on your plan. Contact V1CE support.
What are Smart follow-ups
Smart follow-ups are V1CE's smart email feature. A Smart follow-up sends emails on its own when someone interacts with your page, typically when a new contact fills in your Contact Capture form. You can use Smart follow-ups for Welcome emails, follow-up sequences, or any combination.
Can I send multiple follow-up emails as a sequence
Yes, you can create a sequence of follow-up emails over several days. A typical sequence:
Email 1 (instant): Welcome and thanks for connecting.
Email 2 (1 day later): Share a useful resource or case study.
Email 3 (3 days later): Suggest a call or next step.
Each email in the sequence is configured separately under the same Smart follow-up.
My follow-up email is not sending
If your follow-up email is not sending, check in this order:
Are you expecting an instant email but only set up a Smart follow-up? Smart follow-ups are delayed by design. If you want an instant send, enable a Welcome email instead (see above).
Is the follow-up toggled on (active)? Smart follow-ups in draft mode don't fire. Check the status in the Smart follow-ups dashboard.
Is the trigger configured correctly? "Contact form submitted" only fires when your Contact Capture form is filled in, not on every page view.
Did the contact actually submit the form? Check the CRM section of your dashboard. If the contact isn't there, the form wasn't submitted, and no Smart follow-up will fire.
Test it. Submit your own Contact Capture form from a different device and email address. You should receive any Welcome email within a minute.
What can I customise in a V1CE Smart follow-up email
You have full control over each email in a Smart follow-up:
Subject line: write your own.
Email body: text, formatting, your branding.
Links and CTAs: link to your website, booking page, portfolio, V1CE page.
Logo and brand colours.
Timing: instant, after a delay, or as a multi-email sequence.
If you are on legacy V1CE Plus, Pro, or Teams software
If your dashboard has a link switcher at the top, you are on the legacy V1CE software. On legacy, follow-up emails are configured per link rather than under a global Smart follow-ups area. The Welcome email vs delayed follow-up distinction still applies. If you can't find the option on the legacy software, contact V1CE support.
Still need help? Start a chat with V1CE's team and V1CE will sort it out.