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Overview

Not every customer approves a quote right away. Life gets busy. Knead tracks when quotes go stale and reminds you to follow up so potential orders do not slip through the cracks.

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When Quotes Become Stale

A quote becomes stale 48 hours after you send it with no customer response. This means no views, no approvals, no replies. Knead flags the quote and surfaces a follow-up reminder on The Counter. The 48-hour window is based on when the quote was sent, not when it was created. If you revise and resend a quote, the clock resets.

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The Follow-Up Briefing Card

When a quote goes stale, a briefing card appears on The Counter in your daily briefing feed. The card shows:
  • The customer name.
  • The quote total.
  • How long ago the quote was sent.
  • Whether the customer has viewed the quote.
Tap the card to open the quote and decide your next step.
Pro tip: If the card shows the customer has not viewed the quote, the email may have landed in spam. Try resending or reaching out through another channel.

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Checking If Your Customer Viewed the Quote

Knead tracks when a customer opens the quote approval page. To check:
  1. Open the quote from The Counter or the order detail page.
  2. Look for the Viewed indicator.
  3. If the customer has opened the link, you see the date and time of their last view.
This helps you decide how to follow up. A customer who viewed the quote but did not approve may have questions. A customer who never opened it may not have seen the email.
Good to know: View tracking tells you when the customer opened the quote page. It does not tell you how long they spent reviewing it.

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Following Up on a Stale Quote

You have several options when a quote goes stale:

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Resend the Quote

If you think the customer missed the email, resend it.
  1. Open the stale quote.
  2. Tap Resend.
  3. Knead sends a fresh email with the same approval link.
The 48-hour stale clock resets after you resend.

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Revise and Resend

If you want to adjust pricing or line items before following up:
  1. Open the stale quote.
  2. Tap Revise to create a new version.
  3. Make your changes.
  4. Tap Send to deliver the updated quote.

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Reach Out Directly

Sometimes a quick message through your inbox or a phone call moves things forward faster than another email. Use the customer’s contact information on the quote to reach out.

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Expired Quotes

Quotes that remain unanswered past their expiration window move to Expired status. An expired quote is no longer active, but you can still take action:
  • Revise and resend — Create a new version with updated pricing and send it fresh.
  • Resend as-is — Reactivate the quote and send it again without changes.
Expired quotes stay in your records. They are never deleted.
Still need help? Contact us