Replying to leads in Conversations
Conversations is one inbox for every message between your business and your leads: texts, emails, and Facebook and Instagram messages if those are connected. Each person has a single thread, so you can see the whole history at a glance — including the automated messages SURGE has already sent them.
Why it’s useful
Section titled “Why it’s useful”- Nothing gets lost. Whoever on your team replied, and on whatever channel, it’s all in one thread.
- You know what they’ve already been sent. Before you call a lead, check the thread to see which automated emails and texts have gone out.
- Speed. Replying from one place is faster than juggling a phone, an inbox and Messenger. A fast reply is the single biggest factor in whether a lead books.
What we’ve set up
Section titled “What we’ve set up”Your business phone number (if SMS is switched on for your account) and your sending email address are already connected. Replies from leads land here automatically.
Replying to a lead
Section titled “Replying to a lead”- Open Conversations from the left-hand menu.
- Choose a conversation from the list. Unread messages appear at the top.
- In the reply box at the bottom, pick the channel — text (SMS) or email.
- Type your reply, or insert a saved reply (a snippet), then send.
You can also start a new conversation from a contact’s record in Contacts.
Good habits
Section titled “Good habits”- Moving into a real conversation? Move the lead’s card to Active Conversation in your pipeline. That stage has no automated messages, so SURGE won’t talk over you.
- Use snippets for questions you answer every day — prices, parking, what to bring. See Text messages & snippets.
- Someone replied STOP? They’ve opted out of texts. SURGE will stop texting them; don’t try to work around it.