Lead response
Every lead answered on the channel they used, day or night.
A lead who calls at 9pm, fills in a form on Sunday or messages from a marketplace while your team is on a job is usually talking to two other businesses as well. Zenith replies on the same channel, asks the questions you would ask, and books the next step while the person is still interested.
Where leads come from
Every way a new person reaches you.
Each source lands on a thread for that person, tagged with where it came from.
Calls
On your main lines and on tracking numbers published on a source, so the number dialed says where the lead came from.
Texts
To your Zenith numbers, including replies to a missed-call text-back.
Webchat
From the widget on your site, which can carry on by text once the visitor leaves.
Web forms
Your existing contact, quote and booking-request forms, sent to Zenith as they are submitted.
Marketplaces
Lead notifications from the directories and marketplaces you already list on.
Inquiries sent to the inbox you choose, answered by email.
The reply
Answered, qualified and booked in one conversation.
- 01
Answer
The lead gets a reply on the channel they used, from your business, in your words.
- 02
Qualify
Your questions, in your order: headcount and date for an event, the system and symptom for a repair, insurance for a new patient.
- 03
Book
If they fit, a time goes into your calendar or system and is confirmed. If not, they are told so politely, or offered what does fit.
- 04
Hand off
Leads your rules mark for a person (a large order, a custom quote) go to the named owner with the answers already gathered.
- 05
Follow up
A lead who goes quiet gets the follow-up you set, and stops getting them once they book, decline or ask to stop.
Qualifying
Your questions, not a generic script.
Qualifying rules are configured by picking options per lead type, and each one is yours.
- Questions
- What to ask and in what order, with the answers recorded on the lead.
- Fit
- What makes a lead worth booking: a minimum party size, a service area, a budget per head, a type of work.
- Next step
- What a qualified lead is offered: a visit, a tasting, a consult, an estimate or a call with sales.
- Owner
- Who a lead belongs to once a person is needed, by location, lead type or value.
- Follow-up
- How many follow-ups, on which channels and how far apart, within the texting hours rule.
One thread
A lead becomes a customer on the same thread.
| As a lead | As a customer | |
|---|---|---|
| The thread | Opened on the first call, text, chat or form | The same thread, continued |
| History | Source, answers and every message | Plus orders, visits and invoices from your systems |
| Who works it | The lead responder, then the lead's owner | Customer care and the agents your rules bring on |
| Reporting | Source, stage and outcome | Traced from the first message to the first order |
On its own, and where it stops
Zenith handles the routine. Your people handle the rest.
Zenith answers, qualifies, books and follows up with new leads on its own. Custom quotes, pricing exceptions and any discount go to the lead's owner on your team.
Zenith answers, routes, books and handles routine questions on its own. Refunds, discounts, complaints, low reviews and campaigns wait for a person, and anyone on your team can take over a conversation at any time.
Your dataThe voice model carries the spoken conversation and nothing else. Your customer records stay in your own database, read only by your own agents.
Start here, keep the foundation
Start with lead response. Add the rest without starting over.
Start with the source that sends you the most leads you cannot answer in time, often after-hours calls or web forms. The thread, the qualifying answers and the booking it creates are the same records scheduling, the shared inbox and reactivation read later.
FAQ
Questions, answered plainly.
What is lead response?
Lead response is how a business replies to a new inquiry: who answers, on which channel, with which questions, and what happens next. Zenith replies on the channel the lead used, qualifies them with your questions and books the next step.
Does Zenith reply at night and on weekends?
Yes. Replies to inbound messages and calls go out whenever they arrive. Follow-ups that Zenith starts itself are sent only between 8am and 9pm in the lead's local time.
Can it handle leads from marketplaces and directories?
Yes, where the marketplace sends lead notifications by email or provides a way to connect. Each one lands on a thread tagged with its source. Ferrata sets up the sources you use when your instance is configured.
What if a lead needs a custom quote?
The agent gathers what your rules ask for and hands the lead to the person who owns it, with the answers on the thread. It does not invent prices or discounts.
Does it work with our CRM?
Yes. Zenith can write leads, calls and notes to HubSpot, and reads contacts and deals so it knows who is already in your pipeline. Other CRMs are set up per company.
How does Zenith decide a lead is not a fit?
From the fit rules you set, such as service area or minimum order size. A lead outside them is told politely and, if you choose, offered an alternative. Nothing is decided on criteria you have not set.
Related in Zenith
- Appointment schedulingAppointments and visits booked into your real calendar or system, confirmed and reminded.View
- WebchatA chat on your website that answers, books and carries on by text.View
- Business textingTwo-way texting from your business lines, answered by agents and your team.View
- Shared inboxOne thread per person across calls, texts, webchat, email and reviews.View
- HubSpotContacts, companies and deals read; calls and notes written back to HubSpot.View
From Ferrata Labs
- Ferrata LabsThe firm that builds Zenith, and builds AI agents into operating businesses.
- Quill, the quoting agentReads every inquiry, prices it against your rules, drafts the quote.
- Finding use casesA method for choosing which workflow goes first.
- Book a discovery callThirty minutes on one workflow, and an honest answer on where to start.
Start with lead response, or talk it through first.
Thirty minutes with Ferrata Labs on how calls and messages reach you today. You leave with a view of where Zenith fits, and an honest answer if something else should come first.
Your menu, your policies, your routing and the way you talk to customers are yours. Zenith is configured to them. You are not fitting your front desk into a template.