Responding to Marketplace Leads
Work your Marketplace inbox efficiently — respond fast, qualify the lead, convert to a booked job, and track every conversation.
4 min read
The Marketplace Inbox
Open Marketplace in the navigation. The inbox has five tabs:
| Tab | What's in it |
|---|---|
| Needs Response | Leads you haven't replied to yet — highest priority |
| Unread | Leads with new messages you haven't opened |
| Active | Conversations in progress |
| Booked | Leads successfully converted to jobs |
| Closed | Declined or expired leads |
Always work the Needs Response tab first. Speed matters — customers who get a reply within 15 minutes are 7× more likely to book than those who wait an hour.
Responding to a Lead
- Tap a lead in Needs Response.
- Read the customer's request (service type, description, address, urgency).
- Tap Reply.
- Write your response. A good first response:
- Acknowledges the request by name.
- Confirms you can help.
- Asks one qualifying question if needed (e.g. "Is this a central AC unit or a window unit?").
- Offers 2–3 available appointment times.
- Includes your business name.
Example: "Hi Sarah — Marcus from Apex HVAC here. We can definitely help with your AC. Is this a central system or a mini-split? We have availability tomorrow at 10am or 2pm, or Thursday anytime. What works best?"
- Tap Send.
Using Response Templates
For common service types, create templates to respond in seconds:
- Go to Settings → Marketplace → Response Templates.
- Tap + New Template.
- Write your standard response (use placeholders like
{{customer_first_name}}). - Save.
When replying to a lead, tap the Template icon and select the matching template. Personalise as needed before sending.
Converting a Lead to a Job
When the customer confirms they want to book:
- From the conversation, tap Book Job.
- A new job is pre-filled with the customer's details and service description.
- Set the date, time, and technician.
- Tap Create Job.
The lead status changes to Booked and the customer receives a confirmation message.
Declining a Lead
If you can't take the job (outside service area, fully booked, not your specialty):
- Open the lead → tap Decline.
- Select a reason.
- The lead is moved to Closed.
Declining promptly is courteous — it lets the customer move on to find another provider quickly.
Conversion Tracking
In Marketplace → Analytics, see your lead-to-booking conversion rate, average response time, and revenue from marketplace jobs. Use this data to improve your response templates and availability settings.
Still have questions?
Our support team is available Monday – Friday, 8am – 6pm ET.