Once your Website Lead Agent is set up, you can efficiently manage incoming inquiries from your website's contact form. This article guides you through reviewing, customizing, and sending AI-drafted replies, ensuring timely and personalized communication with your potential customers.
Before you start
You must have activated the Website Lead Agent and connected your business email account. If you haven't, please refer to the article Setting Up Your Website Lead Agent.
Understanding the Lead Agent Dashboard
The Lead Agent dashboard provides a clear overview of your lead activity. You can access it by navigating to the Agents section in your Durable dashboard and selecting the Website Leads agent.
Total leads: This number indicates the total inquiries received since the agent was enabled.
Replied: This shows the count of leads for which the agent has sent an approved response.
Needs your attention: This section displays new lead inquiries that require your review and approval for a response.
Recent responses: Here, you can view a history of all lead conversations, including the replies you've sent.
Reviewing and Approving Lead Responses
When a new lead arrives, the Website Lead Agent will draft a response for your review.
From the Needs your attention section on your Lead Agent dashboard, click on the lead entry you wish to review.
A chat interface will open, displaying the original lead inquiry and the AI-drafted email response. You will see the proposed recipient (e.g., "To: [email protected]"), subject line (e.g., "Regarding your inquiry"), and the body of the email.
Carefully review the drafted email for accuracy, tone, and completeness.
If you are satisfied with the draft, click Approve and send. The email will be sent from your connected business email address to the customer.
Customizing Draft Replies
If you wish to modify the AI-drafted email before sending, you have several options to refine the message.
After reviewing a drafted email, locate the 'Ask anything' input field below the draft.
Type your instructions into this field to provide specific guidance to the agent. For example, you might type:
"Please make this reply more concise."
"Add a question about the customer's preferred service date."
"Make the tone more formal."
Alternatively, look for quick edit options that may appear above the chat input, such as Edit the draft reply or Ask [Lead Name] about their availability. The quick suggestions offered are dynamic and based on the conversation flow. For example, you might see options such as Shorten it, Add something specific, Remove something, Adjust pricing details, or Change the sign-off or subject line.
The agent will process your request and present an updated draft for your review. You can continue to refine the draft until you are satisfied.
Once the draft meets your requirements, click Approve and send.
Declining a Draft Reply
If a drafted response is not suitable and you prefer not to send it, you can decline the draft.
While reviewing a drafted email, click the Decline button.
This action will dismiss the draft without sending an email to the customer.
Tracking Lead Interactions
After a response is sent, you can easily track the conversation history and customer details.
Once an email is sent, the lead conversation will automatically move from the Needs your attention section to Recent responses on your Lead Agent dashboard.
You can click on any conversation in Recent responses to view the full history of interactions with that specific lead.
For more detailed customer information and a complete message history across all interactions, navigate to the Customers section in the left-hand panel of your Durable dashboard. Here, you can find all messages and details associated with each customer profile.
Tip: Regularly check your Needs your attention section to ensure all new leads are addressed promptly. Timely responses can significantly improve customer satisfaction and conversion rates.
What's next
By effectively managing your leads and responses, you can ensure that every inquiry from your website receives a professional and personalized reply. Continue to explore the capabilities of your Durable agents to streamline more aspects of your business operations.