How to receive and respond to leads

Buyers can enquire from your profile — leads land in your inbox, you reply by email.

Last updated 25 April 2026

How leads come in

  1. Buyer visits your profile
  2. Clicks Enquire
  3. Fills the contact form (name, email, phone, message)
  4. Submits

Where they show up

Two places:

  • Email: instant notification to your owner email with the buyer's full message
  • Owner Portal → Leads: persistent inbox with status tracking

Best-practice response time

  • <1 hour: ideal — buyers expect speed and shop around
  • <24 hours: acceptable; conversion drops noticeably after this
  • >24 hours: buyer has likely contacted competitors

Replying

Reply directly to the lead email — your message goes to the buyer's inbox. The thread is yours from there; we don't intercept further messages.

Marking leads as contacted

Owner Portal → Leads → click into a lead → Mark contacted + add notes. Helps avoid double-replying or losing track when multiple staff handle leads.

Tip: Set up a saved-reply template in your email client. "Hi {name}, thanks for reaching out — best way to chat is a quick call. When suits you?" converts better than a wall of pricing info.