Does the CRM remind me about a lead I have not answered?
Yes. When the last message on one of your leads came in and nobody has replied, the CRM emails you after a few hours, inside your working hours. On Business it can also tell your office manager.
The reminder is in Settings, Notifications, in the card Unanswered leads. It is on until you switch it off. Every hour the CRM looks for leads whose most recent message came in from the buyer and has had no reply. When one has waited longer than your first limit, the CRM emails you: the lead's details and two buttons, Snooze until tomorrow and Mark handled. The buttons in the email work for seven days.
When it is sent
- Only inside your working hours. They are the ones you set under Settings, Viewings; if you never set them, the CRM uses Monday to Saturday, 09:00 to 18:00 in your portal's time zone. A reminder that falls outside them waits for the next working hour.
- Once for each message from the buyer: if the buyer writes again and nobody answers, a new reminder can follow.
- Replying clears it. There is nothing to tick off: once your reply is the last message on the lead, the reminder stops.
- By email only. If you set the channel of this notification to the bell only under Settings, Notifications, you switch the reminder off.
Choose the timing
Remind me after is how long a lead may sit unanswered before the CRM emails you: 1, 2, 4, 8 or 24 hours, and 4 hours until you change it. Tell my office manager after is how long it may sit before the CRM also emails someone in your office who can reassign it: 4, 8, 24, 48 or 72 hours, and 24 hours until you change it. Choose Save reminder settings to keep your choice.
Telling the office manager is part of Business. It needs an office in which another person, an admin or a manager, can reassign leads. On any other plan, or in an account with nobody to pass a lead to, that choice does nothing, and the screen says so. To stop the reminders, untick Remind me about unanswered leads and save.
What the CRM cannot see yet
The reminder reads the enquiries and messages the CRM holds, the replies on the portal, the emails the CRM sent and your calls. A reply the buyer sends by email, and any reply sent through WhatsApp, which is not connected to the CRM yet, are not seen, so use Mark handled in the email for those.