Instant Response

Instant Response sends an automated first text to new leads as they enter your account through Lead Flow. It uses the existing Initial Text setting in Lead Flow, so it is the same first-touch text you may already use, with a faster way to find and turn it on. Each message can use merge fields to add lead, agent, company, source, and inquiry details. The limit is 300 characters per line.

Nothing is enabled automatically. Any initial texts you already use keep running without changes.

Who can set up Instant Response

Only account owners and admins can see the instant response banner, the setup flow, and Lead Flow coverage status. Individual agents do not see or manage this experience.

Two ways to set up Instant Response

You can turn on instant response two ways. Use the setup flow to find and enable coverage across all your lead sources at once, or set it up manually on a single lead source in Lead Flow.

Set up instant response from the banner (fastest)

1. When the instant response banner appears, click Fix now.
2. Review the eligible lead sources listed in the setup window. Each uncovered source includes an AI-generated first-touch message. 
3. Open each source to review the message.
4. Edit the message as needed. Use merge fields to add lead, agent, company, source, and inquiry details when the text sends. The limit is 300 characters per line.
5. Choose when the message should send, and select the FUB number it should send from.
6. Review the settings for every source in the list.
7. Click Apply for all leads to enable instant response for every source shown.
8. Review the confirmation showing how many lead sources were updated.

Tip: The banner appears when one or more eligible lead sources do not have instant response configured. If you dismiss it, open Auto outreach or go to Admin > Lead Flow to return to setup.

Set up instant response manually on one lead source

Use this path when you want to configure a single source or a specific Lead Flow rule.

1. Go to Admin > Lead Flow.
2. Navigate to the lead source you want to add a first text to and select Advanced Settings.
3. Select + Add Initial Text Message on a specific rule or the default rule. Tip: If no rules are specified for the lead source, add the text to the default rule at the bottom of the page.
4. Compose the text or select a Text Template. Use merge fields to customize the text for each lead. The limit is 300 characters per line.
5. Set the text to be delayed X minutes after the lead enters Follow Up Boss.
6. Select the FUB number you want to send the text from. See how the sending number is chosen below.
7. Save the changes in the upper-right corner.

View instant response coverage in Lead Flow

1. Go to Admin > Lead Flow.
2. Review the instant response status shown for each lead source.
3. Select a source marked as missing to open setup and add coverage.

Coverage updates as soon as you enable or disable instant response.

Edit instant response for one lead source

1. Go to Admin > Lead Flow.
2. Find the lead source you want to update and select Advanced Settings.
3. Locate the Initial Text Message on the applicable rule.
4. Update the message, send delay, or sending number.
5. Save the changes in the upper-right corner.

Tip: If the lead source does not have a specific rule, update the default rule at the bottom of the page.

Turn off instant response for one lead source

1. Go to Admin > Lead Flow.
2. Find the lead source and select Advanced Settings.
3. Locate the Initial Text Message and select the Trash icon in the upper-right corner.
4. Save the changes in the upper-right corner.

Turning off instant response for one source does not affect your other lead sources.

How the sending number is chosen

• If the assigned agent has Calling enabled, the message sends from the assigned agent's FUB number.
• If the assigned agent does not have Calling enabled, the message sends from the FUB company number.
• If a team inbox number is selected, the message sends from the team inbox number, even when the assigned agent has Calling enabled.

FAQs

• Q: Is instant response turned on automatically?
  • A: No. Follow Up Boss identifies uncovered lead sources and drafts a recommended message, but an account owner or admin must review and enable it.
• Q: Does instant response replace the Lead Flow initial text?
  • A: No. Instant response uses the same underlying Initial Text setting. Existing initial texts keep running, and the setup flow gives you a faster way to find and configure missing coverage.
• Q: Where did my action plan initial texts go? Are they still being sent?
  • A: Yes. Initial texts applied through your action plans are still sent to new web leads via Lead Flow. For easy migration, Follow Up Boss added all action plan initial text messages to your Text Templates in a folder titled "Initial Text Messages - Lead Flow." Each migrated text is titled "Initial Text Message - [Action Plan Name]."
• Q: What happens if an agent texts the lead first?
  • A: If an agent sends a message before the scheduled instant response, Follow Up Boss skips the automated text so the lead does not receive a duplicate first message.
• Q: Why didn't instant response send?
  • The message was scheduled between 9 p.m. and 8 a.m. in the assigned agent's local time. It queues and sends the following morning at 8 a.m.
  • The lead does not have a valid phone number.
  • A sending number is not configured for the route.
  • An agent sent a message before the scheduled instant response.
  • The lead did not come from an eligible event. Automated first texts are sent to leads who register on your website or make a property inquiry, general inquiry, seller inquiry, or visit an open house. Confirm the lead is sent to Follow Up Boss via the correct endpoint.
• Q: Why can't I save my initial text when I create a Lead Flow rule?
  • A: To save the text, confirm you have conditions set in the Lead Flow rule. If no conditions are selected, the text will not save.
• Q: How do I know instant response was sent?
  • A: The instant response appears on the lead profile timeline.
• Q: What happens when the lead responds?
  • A: Follow Up Boss notifies the assigned agent based on their notification settings (push and/or desktop). The response also appears in the assigned agent's My Inbox.
• Q: Why did the instant response banner disappear?
  • A: The banner is hidden when all eligible lead sources have coverage. It may also stop appearing after it is dismissed three times within 30 days. Open Auto outreach or go to Admin > Lead Flow to return to setup.
• Q: Can I turn off instant response for one source?
  • A: Yes. Instant response is configured per lead source, so you can disable one source without changing the others.
• Q: Is instant response only for Zillow leads?
  • A: No. Instant response can be configured for eligible lead sources across your account.
• Q: Does instant response affect response-time reporting?
  • A: Automated first texts are logged as communication in Follow Up Boss and can affect the response-time metrics your team reviews.