> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getomni.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Dropoff Follow-up

**🧗 The Challenge**: When loan applicants start the application process but don't complete it, they often need gentle reminders and guidance to continue. Manual follow-ups are time-consuming and inconsistent.

**💡 Our Solution**: OmniAI automatically detects when applicants drop off and schedules intelligent, personalized follow-ups based on their specific onboarding status and needs.

## How It Works

### 1. Set Up Your Checklist

* Define required documents and information for your loan process
* Configure validation rules for each checklist item
* Set field types (text, file upload, date, etc.)
* Mark which items are required vs optional
* Add help text and guidance for applicants

<Frame>
  <img src="https://mintcdn.com/omniai/mVJIVtQPNa61aa_S/images/use-cases/dropoff-follow-up/checklist-setup.png?fit=max&auto=format&n=mVJIVtQPNa61aa_S&q=85&s=1bd009ba44748af188d36971ad9abf61" alt="Checklist Setup" width="2000" height="1244" data-path="images/use-cases/dropoff-follow-up/checklist-setup.png" />
</Frame>

### 2. Import Drop-off Leads

There are a few ways you can import your drop-off leads:

* **CSV upload**
* **Email imports**
* **Webhook imports**
* **Manual imports**

For more details, please see [Imports](/leads/imports).

### 3. Intelligent Follow-up Scheduling & Personalized Messages

AI determines optimal timing and creates contextual messages:

* **Smart Timing**: Analyzes applicant's timezone and engagement patterns
* **Personalized Content**: References specific missing checklist items and application progress
* **Multi-channel Delivery**: Automatically chooses SMS or email based on available contact info

<Note>
  You can write custom follow up instructions in the agent workflow prompt. For
  example, if you want to prioritize collecting all the documents first from the
  applicants, you could write *"Please focus on collecting all required
  documentation first before proceeding to other checklist items."*
</Note>

## Example Scenarios

### Scenario 1: Incomplete Documents

* **Trigger**: Applicant uploaded bank statements but missing income verification
* **AI Action**: Schedules follow-up for next business day at 10 AM local time
* **Message**: "Hi \[Name], thanks for submitting your bank statements! To complete your application, we just need your income verification. You can upload it here: \[link]"

### Scenario 2: Document Review Issues

* **Trigger**: Uploaded document failed validation
* **AI Action**: Immediate follow-up with specific guidance
* **Message**: "Hi \[Name], we received your document but need a clearer photo. Please retake ensuring all corners are visible: \[link]"

## Benefits

* **Automated Detection**: System automatically identifies when applicants need follow-up
* **Intelligent Timing**: Follow-ups are scheduled at optimal times based on timezone and engagement patterns
* **Personalized Messages**: Each follow-up references specific missing items and progress
* **Multi-channel**: Works across email and SMS channels

## Related Guides

<CardGroup cols={2}>
  <Card title="Checklist Setup" href="/ai-agent/checklist">
    Configure your checklist requirements
  </Card>

  <Card title="Lead Imports" href="/leads/imports">
    Learn how to import drop-off leads
  </Card>

  <Card title="Agent Fine-tuning" href="/ai-agent/fine-tuning">
    Customize follow-up behavior
  </Card>

  <Card title="Autopilot Mode" href="/ai-agent/autopilot">
    Enable automatic follow-ups
  </Card>
</CardGroup>