Automate new leads: welcome, follow-ups and re-assignment

Open Settings → Lead automation. Each part is off until you switch it on, and each has its own timing.

1. Welcome message

Every new lead gets a message on WhatsApp and email (when the lead has an email address), right away or after the delay you set.

• A lead for a project gets the project page link with its location, configurations, starting price, possession date and RERA number.
• A general lead gets your project catalogue.

2. First follow-up for the executive

The person your assignment rules pick gets a call follow-up, due for example 30 minutes after the lead is assigned. It shows in My Day and Follow-ups with a reminder.

3. Re-assign if nobody contacts the lead

If the executive does not call, message or meet the lead within the time you set (for example 48 hours), the lead moves to the next person in the rule's pool, with its pending follow-ups, and the team leader is told. Automatic messages do not count as contact.

4. Follow-up messages

Messages go out on the days you choose after the enquiry, for example day 1, 3, 5, 9 and 20, at the time of day you set. They stop by themselves when the customer replies on WhatsApp or email, books, or is marked lost or not interested. On a lead, the Messages tab shows each message, the customer's replies, and Stop / Start again buttons.

Before you switch it on

• Connect WhatsApp and Email under Settings → Integrations. Messages only go out on connected channels.
• WhatsApp lets a business message a customer first only with a template Meta has approved. Create the templates in WhatsApp Manager with the same text, then enter each approved name under Communication → Templates (Welcome, Welcome – project enquiry, Follow-up message 1 to 5).
• So that email replies reach the CRM, set up the support mailbox (Settings → Support & AI) or enter a reply-to address in the email integration.