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Lead routing, score and auto-reply

Send each new lead to the right person, get urgent alerts at once, see which leads are most promising, and thank every enquirer automatically.

This guide is for owners. It explains three settings of your business in the website editor (easiest on a computer): Lead routing (who hears about a lead and who works on it), the lead score, and the Auto-reply to people who use your enquiry form. All three are off or neutral until you change them: without routing rules every owner gets every lead by email, as before. Reading this takes about 10 minutes.

To open the settings: website editor → Businesses → your business → the Lead routing or Auto-reply tab. Click Save after changing anything.

Routing rules: the right person for each topic

Routing works best together with the topic question of your enquiry form (see Page sections). For example a consultancy can send "FDA inspection readiness" enquiries to its audit lead.

  1. On the Lead routing tab, under Routing rules, click Add Rule.
  2. In If the topic is, type the topic exactly as in your form's topic list. Leave it empty for "any topic".
  3. Tick Only for leads marked urgent if the rule is only for urgent enquiries.
  4. In Email these addresses, type one or more email addresses, separated by commas (optional).
  5. In Assign to, choose a person who works for your business (optional). They are emailed too, and the lead shows them as Assigned to.
  6. Add more rules the same way, then click Save.

How rules are used:

  • They are checked from the top. The first rule that fits a new lead is used; drag rules to change the order. Put "urgent only" rules above the general ones.
  • Upper and lower case do not matter: "fda inspection" fits "FDA inspection".
  • When a rule fits, also email the owner(s) is ticked to start with, so owners keep getting every lead. Untick it to send only to the rule's people.
  • If no rule fits, or a rule has nobody to email, the owners get the email as usual. A lead is never lost.
  • Only people who work for your business can be chosen in Assign to. If someone leaves, their rule no longer assigns leads.

Tip: You can change who works on a lead at any time on the lead itself: Deal → Assigned to (see Leads).

Urgent leads and phone alerts

When a visitor ticks your form's urgent box (see Page sections):

  • the email subject, Telegram message and phone notification start with URGENT, and include the deadline if they gave one;
  • the alerts are sent straight away, not within the next minute;
  • the lead gets a red Urgent badge and 30 extra points on its score.

Under Phone (push) and Telegram alerts you choose:

  • For every new lead (the default, as before), or
  • Only for leads marked urgent: phone notifications and the Telegram message are sent only for urgent leads. Emails still arrive for every lead.

See New-lead alerts for setting up phone notifications and Telegram.

Lead score

Every lead gets a score from 0 to 100 when it arrives. It goes up while the same visitor keeps looking at your website. Points:

What Points
Ticked the urgent box 30
Each page viewed before and after sending (same visit) 2, up to 20
Each of your key pages viewed 10, up to 20
Gave a company name 10
Country is one of your target countries (the country they chose, else where they were) 15
The same customer (phone or email) asked before 10

Set the two lists on the Lead routing tab under Lead score:

  • Key pages: the pages that show real interest, by their address, separated by commas. For https://<your-business>.vadodara.biz/services type services. Type home for the home page. Example: contact, services, pricing.
  • Target countries: country names or two-letter codes, separated by commas, for example US, DE, United Kingdom. A name the editor does not know is refused with a message.

Where you see the score: next to the name on the Leads list and the pipeline board (red 60 and more, yellow 30 and more, grey below), on the lead with the reasons ("Urgent +30 · 4 pages viewed +8 …"), in the alert email, and in the website editor's Leads list (Score). On the Leads list, Highest score first sorts by it. Changing the lists affects new leads; leads already there keep their score until their visitor views more pages.

Automatic reply to enquiries

People who send your website's enquiry form and give an email address can get an automatic thank-you email, so they know their message arrived.

  1. Open the Auto-reply tab.
  2. Tick Send an automatic reply to website enquiries.
  3. Change the Subject and Message if you like. You can use these placeholders: {name} (their name), {business} (your business name) and {topic} (the topic they chose).
  4. Click Save.

Good to know:

  • It goes only to enquiries from your website's Enquiry form, not to bookings (they have their own confirmation) or chats.
  • When the person presses Reply, the answer goes to the person the lead is assigned to, else the first owner, else your business's contact email.
  • It is written on the lead's timeline ("Automatic reply sent to …"), and is never sent twice for the same lead.
  • Like all emails, it needs your platform to have email sending switched on.