When a lead arrives

What you get

1. An email saying who it is and what they want: a viewing, a call, their details, or that they want to talk now.
2. A notification on your phone, if the app is set up.
3. The lead at the top of Leads on your dashboard and in the app, with their phone and email tappable.

What to do

1. Tap Open the conversation to read exactly what they said.
2. A viewing request is a request, not a booking: the assistant has told them you confirm personally. Tap Add a note on the lead, check the time under Confirm the time, and tap Confirm this time — see Confirm a viewing, or suggest another time.
3. A call request comes with the time they asked for. Call them then, or confirm it the same way.
4. A yellow Waiting tag means nobody has picked it up yet. It counts only your working hours, and it goes as soon as you open the lead, add a note or set a follow-up.
5. Wants to talk means they may still be on your website — open the conversation and tap Offer to join to chat with them live.
6. When you have dealt with it, tap Mark as done. It moves to Done and out of your to-do count. If that visitor gets in touch again, it comes back by itself.

Still stuck? See all guides or contact us — a person reads every message.