What the responder does

When a lead comes in, the first few minutes matter. The responder replies to new leads for you — from your own inbox — so people hear back straight away, even when you’re with a customer or it’s the middle of the night.

The first responder and follow-ups

• The first responder is the reply that goes out when a new lead arrives. It welcomes the person, answers the obvious questions, and points them to a next step.
• Follow-ups are the replies the responder sends afterwards if the conversation continues, keeping things moving until you take over.

Every message is written in your voice, about your business, using the details the lead gave you.

It comes from your inbox

Replies are sent from an inbox you connect — your own business email. To the lead it looks exactly like you wrote back, because it comes from your address and lands in your sent items. When they reply, it comes to you.

You decide how hands-on to be

The responder isn’t all-or-nothing. You choose how much it does on its own, from “draft everything and let me approve each one” through to “send the first reply automatically”. You can start cautious and open it up as you build trust. See Setting up the responder.

Rolling out

The responder is being switched on for accounts in stages. If you’d like early access or don’t see it in your account yet, get in touch.

Good to know

• Nothing goes out until you’ve set it up and connected your inbox. Until then, the responder stays quiet.
• You’re always in control. You can pause the responder, review before anything sends, and step into any conversation at any time.
• It only replies to real leads. Anything flagged as spam is left alone.