Reply to a lead
Answer an enquiry from the Leads tab. Your reply goes by email, SMS, Zinola chat or back on WhatsApp, Instagram or Messenger.
- In the business app
- On business.zinola.in
Updated
Open the lead, write your answer and send it. Zinola delivers it the best way that customer can receive it, and the reply box tells you which way before you send.
Open the lead
Go to Leads and tap the lead. In the app you can also tap its notification.Write your reply
Say what you can do, when, and roughly what it costs. Up to 2,000 characters.Check the line under the box
It says where the reply will go, for example by email or back on WhatsApp.Tap Send reply
A New lead moves to Talking by itself.
Where your reply goes
| The lead… | Your reply goes… |
|---|---|
| came from a marketplace listing | into their marketplace chat on Zinola, and they're notified |
| came in on a connected WhatsApp, Instagram or Messenger account | back to them on that same channel |
| left an email address | by email, and they can reply straight back to you |
| left only a phone number | by text message (SMS) |
| left no phone or email | nowhere. It's saved as a note. See Save a note on a lead. |
Add photos
Faster ways to reply
- Call: shown when the lead left a phone number.
- In the app, WhatsApp and Email buttons open those apps with the customer's details filled in.
- In the app, the quick replies put a ready-made sentence in the box for you to edit.
Common questions
How does the customer get my reply on Zinola?
It depends on how they reached you. It goes by email if they left one, by SMS if they left only a number, into their Zinola chat for marketplace enquiries, or back on WhatsApp, Instagram or Messenger if that's where they wrote.
Can I send photos in a reply to a lead?
Yes, on the business website. Tap + Photo under the reply box to add up to 10.
What happens if a lead left no phone or email?
There's nowhere to send a reply, so what you write is saved on the lead as a note that only your team can see.
Related articles
- Why can't I reply after 24 hours on WhatsApp?WhatsApp, Instagram and Messenger allow free replies only within 24 hours of the customer's last message. Here's what to do after.
- Use quick replies in the business appAcknowledge, Ask for details and Quote coming fill the reply box with a ready sentence you can edit before sending.
- Save a note on a leadWhen a lead left no phone or email, what you write is saved as an internal note only your team can see.
- Move a lead through its stagesNew, Talking, Quoted, Won and Lost: what each lead stage means and how to change it on the website or in the app.