Why this matters
Marketplace leads need fast replies plus source discipline
Unlike a website form, a marketplace lead may show only a short job description, a rough location, and a platform-specific message thread. A rushed reply can accidentally promise a price, a time slot, a diagnosis, or a discount that the business has not verified. A better first response acknowledges the source, asks for the next useful detail, and moves the lead toward a confirmed call or appointment.
- Name the source: tag the lead as Angi, Thumbtack, Yelp, Local Services Ads, Facebook, referral, or other before follow-up.
- Ask for the missing detail: photo, address/service area, urgency, access, decision maker, budget range, or timing.
- Avoid unsupported promises: no invented diagnosis, exact price, same-day availability, warranty coverage, financing approval, or licensing claim.
- Set a human-review rule: owner/dispatcher review is required before any high-cost, safety, legal, refund, fee, or emergency wording goes out.
Copy/paste marketplace lead replies
| Situation | Reply template | CRM note | Stop rule |
|---|---|---|---|
| New marketplace inquiry | Hi [NAME], thanks for reaching out through [MARKETPLACE]. We can help you figure out the next step for [JOB TYPE]. What is the best phone number and a good time today for a quick confirmation call? | Source=[MARKETPLACE]; status=new; next_step=call request | Do not promise arrival time until calendar/dispatcher confirms. |
| Missing job detail | Thanks, [NAME]. To avoid guessing, can you send one photo and the address or nearest cross street for the [ISSUE]? Once we see that, we can confirm whether this fits our service area and what the next step should be. | Source=[MARKETPLACE]; missing=photo/address; owner=[REP] | Do not diagnose from a photo; use it only for triage. |
| Urgent request | Hi [NAME], I saw your urgent [MARKETPLACE] request. If this involves active safety risk, shut off/avoid the affected area and call the appropriate emergency service first. If it is safe to proceed, reply with your address and phone number so we can check dispatch availability. | Source=[MARKETPLACE]; urgency=possible; safety_review=yes | Human review before emergency, safety, or dispatch promises. |
| Price-first lead | Hi [NAME], I can help with a realistic next step, but I do not want to quote from incomplete details. What type of [JOB] is this, and are there any photos or measurements you can share? We can then confirm whether a ballpark or visit is appropriate. | Source=[MARKETPLACE]; question=price; detail_needed=yes | Do not invent a price, discount, financing term, or fee. |
| No reply after first response | Hi [NAME], just checking whether you still need help with the [JOB TYPE] request from [MARKETPLACE]. If yes, send the best phone number or a photo and we will point you to the next step. If plans changed, no worries. | Source=[MARKETPLACE]; follow_up=1; closeout_date=[DATE] | Respect platform rules, SMS/email consent, and opt-out requests. |
AI prompt for a safe marketplace lead reply
You are helping a local service business draft a marketplace lead reply. Use only the lead details below. Do not invent prices, diagnosis, availability, discounts, licenses, guarantees, financing approval, or emergency advice. Return: 1) a short reply, 2) one missing-detail question, 3) CRM tags, 4) a human-review stop rule, and 5) a safer alternative if the request is urgent or safety-sensitive.
Lead source: [Angi / Thumbtack / Yelp / Google Local Services Ads / other]
Lead notes: [paste short notes]
Known service area: [city/area]
Known availability: [if confirmed]
Reviewer: [owner/dispatcher]Pair this with the Lead Response SLA Checklist, Lead Response Weekly Dashboard, and Lead Source Tracking Spreadsheet.
Paid playbook
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