When a lead asks to see a home or asks a question, they are telling you they are ready to talk. This playbook shows you how to hear about it straight away, see exactly what they asked about, respond, and set them up so the conversation keeps going.
Why it matters: Buyers often contact more than one agent, and the first to respond with a helpful answer usually gets the conversation. A fast, informed reply shows the lead you are paying attention, and turns a website visitor into a client.
Before You Start: Turn On Notifications
Go to and choose to be notified when any request or inquiry is submitted and when a new lead registers. Depending on the notification, you can receive it by email or text message. See Notifications and Reports Sent To You.
Buying Buddy also sends the lead an automatic confirmation that their request was received, so they know it reached you. It appears as an Autoresponder entry on the lead's Communications tab.
The Playbook
1
Find the Inquiry
Three ways to see new requests
- Click the notification link, or open the lead from your Dashboard Home Recent Activity feed.
- Go to for every inquiry task.
- On Lead Summary, click the Showing Requests Work List.
2
Read It in Context
One minute that makes your reply relevant
On the lead's Lead Dashboard, open the Activity tab and click the Inquiries chip. You see what they submitted, such as Requested showing or Asked a question, with the property they asked about.
Before you reply, glance at:
- Property Engagement: the price range and locations they focus on.
- The Listings tab: other homes they have viewed several times or saved.
- The Communications tab: whether you or a teammate has already been in touch.
3
Respond
Call first, then follow up in writing
Click Call in the quick actions and log the outcome. If you do not reach them, leave a message and follow up straight away with Email, or SMS if Buying Buddy Text Messaging is enabled on your account. Mention the home they asked about and one or two similar homes from their Listings tab.
4
Complete the Task
Keep your follow-up list accurate
Each showing or info request creates a follow-up task. On the Activity tab the request shows Open task. Open it and complete it with the outcome. Use Done + Follow-up to schedule your next step, such as confirming the showing or calling back tomorrow. See How to Set Tasks for Lead Follow-up.
5
Set Them Up for What Comes Next
Two minutes that keep the lead engaged
- Classify: set Contact Type to Prospect, add Interest Type, a star rating and a deal stage. See How to Categorize Your Leads.
- Listing alert: create one that matches what they are looking for, so new homes reach them before they find them elsewhere.
- Campaign: enroll them in a nurture campaign for the weeks between conversations.
Then check Suggested Actions. When it shows All caught up!, the lead is fully set up.
Put It to Work
Example: A Showing Request at 8:40pm
Turning a request into an appointment
You get a text notification: Jordan has requested a showing on 214 Oak Street. You open Jordan's Lead Dashboard on your phone and see they have viewed 214 Oak four times and saved two similar homes nearby.
- You send a quick email: "Thanks Jordan, I can show you 214 Oak on Saturday morning. I noticed you also saved 9 Birch Lane, shall we see both?"
- Next morning you call, confirm Saturday, and complete the task with Done + Follow-up to remind yourself on Friday.
- You set Jordan as a Prospect, Buyer, Searching, and create a listing alert for 3-bedroom homes in the same area.
Frequently Asked Questions
What about inquiries from leads with no agent on a team account?
Account Admins and users with permission to manage account leads can open the Activity Center, choose the Unassigned scope and click the Inquiries cell. Any lead listed has asked for something and has no agent yet, so assign them right away.
The lead replied to my email. Where do I see it?
Replies appear on the Communications tab as Message received, and in Recent Messages on your Dashboard Home. Use the reply and phone icons on the entry to respond.