Speed matters in lead response. A prospect who gets a reply within minutes is significantly more likely to convert than one who waits hours. The Conversations inbox lets you reply to any channel from one window, use templates for common responses, and schedule messages.
Steps
1
Open the conversation
Go to Conversations and click the lead's conversation.
2
Choose your reply channel
At the top of the reply box you will see the active channel. Switch if needed — if a lead emailed you but you want to follow up by SMS, change the channel before typing.
3
Type or select a template
Type your reply directly, or click the Templates icon to select a saved response. Templates populate the reply field and can be edited before sending. Create templates at Settings → Templates.
4
Use personalisation tokens
Insert
{{contact.first_name}} and other merge fields to personalise without typing each name manually.5
Schedule the reply
Click the clock icon next to Send to schedule for a specific date and time. Useful for follow-ups you want to send the next morning.
6
Send and confirm delivery
Click Send. For SMS, watch for a delivery confirmation tick. For email, the message shows as Sent. If delivery fails, a red indicator appears.
Common Mistakes
- Replying on the wrong channel without checking. If a lead DMed you on Instagram and you reply by email, they may not see it for days. Always confirm the active channel.
- Not building templates for your most common responses. If you type the same answer five times a week, it belongs in a template.
- Forgetting personalisation tokens. One first name token is personal. Three tokens in one sentence reads like a mail merge.
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