How to respond to new leads within five minutes
Send every new enquiry an instant first reply on the channel they used, ideally WhatsApp if they gave a phone number, that confirms you got it, asks one useful question, and says when a person will follow up. At the same time, alert someone on your team so a human picks it up within minutes during working hours.
Why it matters
Someone who just filled in a form is at their most interested. They may have contacted three businesses at once, and the first one that replies usefully often wins the conversation.
Research on web leads has long found that the chance of reaching and qualifying someone drops sharply the longer you wait, with the first hour mattering most. You don't need the exact figures to see it in your own numbers: compare how many same-hour leads turn into customers with next-day ones.
Small teams can't watch every inbox all day. An automatic but personal first reply buys time and keeps the lead warm until a person can call.
How to do it by hand
Bring every enquiry into one place
Website forms, lead ads, WhatsApp, Instagram DMs and phone calls tend to land in different places. Route them all to one inbox or CRM with notifications, so nothing waits unseen.
Write a first reply for each channel
A WhatsApp message for people who left a phone number, an email for those who didn't. Use their name, confirm what they asked about, and ask one question that helps you help them.
Say what happens next
'Sara from our team will call you before 6pm today' is far better than 'we'll be in touch soon'. If it's outside working hours, say when you'll reply.
Alert a person
Send a notification to the right person (Slack, WhatsApp group, phone) with the lead's details. Agree who owns new leads at each time of day.
Follow up if they don't answer
Plan two or three follow-ups over the next few days on different channels: a call, then a message, then an email with something useful. Stop after that.
Measure response time
Track time to first reply and time to first human contact. Look at it weekly; it's usually the cheapest improvement in your whole funnel.
How to do it in Wirk
- Automate → Recipes → New lead → reply in 5 minutes → Turn on.
- Say hello on defaults to 'WhatsApp if they gave a phone, else email'.
- Leave 'Ask me before anything goes out' on to approve each reply, or turn it off for instant replies.
- You get an in-app notification for every new lead, and a Slack alert too if Slack is connected.
Example output
Example for a sample business
Instant first replies and the team alert
Harbour & Hill Realty, an estate agent in Bristol
A buyer enquires about a two-bedroom flat from a property portal listing at 7:40pm.
Hi Tom, thanks for asking about the 2-bed flat on Cumberland Road. It's still available, and viewings are running this week. Quick question so we can help: are you hoping to view on a weekday evening or at the weekend? Emma from our sales team will message you by 10am tomorrow with times. — Harbour & Hill
Subject: The 2-bed on Cumberland Road: viewing times Hi Tom, Thanks for your enquiry about the two-bedroom flat on Cumberland Road. It's still available and we're booking viewings this week. To find you a good slot, just reply with whether weekday evenings or weekends suit you better. Emma from our sales team will be in touch by 10am tomorrow. Best, Harbour & Hill Realty
New lead: Tom Reeves · 2-bed Cumberland Road · from property portal · phone given · first reply sent on WhatsApp 19:41. Owner: Emma (follow up by 10:00).
Written by our team for a sample business, not generated by Wirk
Template to copy
First reply to a new lead
Hi [first name], thanks for asking about [what they enquired about]. [One line that answers the obvious question: available, price, next opening.] Quick question so we can help: [one question that moves it forward]? [Person's name] from our team will [call / message] you [when]. — [business]
Common mistakes
An auto-reply that says nothing
'We have received your message' doesn't help. Confirm what they asked about, answer the obvious question, and say who will contact them and when.
Messaging people who didn't opt in
Only send WhatsApp or SMS if they gave their number for this purpose, and follow the platform's rules. Otherwise use email.
No owner for new leads
If everyone can pick up a lead, often no one does. Name an owner for each shift or day.
Endless follow-ups
Chasing someone ten times hurts your brand. Two or three useful follow-ups, then a polite final message, is enough.
Questions and answers
Why does replying within five minutes matter?
Interest is highest right after someone enquires, and they may be contacting competitors at the same time. Replying while they're still thinking about it makes them much more likely to answer and book.
Is an automatic reply as good as a person?
A good automatic reply is a bridge, not a replacement. It confirms the enquiry and keeps the lead warm; a person still needs to follow up quickly for anything that involves a sale.
What about leads that come in at night?
Send the instant reply anyway and say when a person will be in touch. Make the first job of the morning shift calling the overnight leads.
Should the first reply be on WhatsApp or email?
Use the channel they chose. If they gave a phone number and agreed to be contacted, WhatsApp or SMS is usually read fastest; otherwise email.