Turn new leads into conversations before they go cold. When a contact is marked as a Lead and has not yet received an email, text, or phone call from you, your CRM surfaces a recommended action on that contact record to help you make first contact quickly. Recommended actions for new leads appear automatically — no setup required — so you always know the right next step the moment a new lead lands in your CRM.

This article covers how recommended actions work for new leads, what triggers each recommended action to appear, and what happens after you act on a recommendation. This article does not cover how to set up Appointments. For information on setting up your booking page, see how to connect your calendar to your booking page.

What Triggers a Recommended Action for a New Lead

A recommended action appears on a contact record when all of the following conditions are met: the contact has a contact type of Lead, and the contact was either added or had their contact information updated within the last 30 days, and no email, text message, or phone call has been sent or made to the contact yet.

When those conditions are met, one or both of the following recommended actions will appear on the contact record depending on what contact information is available:

• Invite to meet — appears when the contact has an email address on file and Appointments has not been set up on your account. Clicking Invite to meet opens the Send an email panel with a meeting invitation template pre-loaded.
• Send a text message — appears when the contact has a text-capable phone number on file. Clicking Send a text message opens the text message side panel.

If the contact meets the criteria for both recommended actions, both the Invite to meet and Send a text message actions will display on the contact record at the same time.

How to Act on a Recommended Action

Recommended actions appear on the contact record for any Lead added or updated in the last 30 days with no prior communication. To act on a recommended action, open the contact record and follow the steps below for the action you want to take.

Send an Invite to Meet Email

1. Click Contacts in the left-hand navigation.
2. Open the contact record for the Lead you want to reach out to.
3. Click Invite to meet on the recommended action card. The Send an email panel will open with a meeting invitation template already inserted in the message body. 
   
    
   
   If the contact has more than one email address on file, a dropdown will appear when you click Invite to meet listing all available email addresses. Select the email address you want to send the invitation to before the panel opens.
4. Review and edit the email template as needed, then click Send to send the meeting invitation.

Send a Text Message

1. Click Contacts in the left-hand navigation.
2. Open the contact record for the Lead you want to reach out to.
3. Click Send a text message on the recommended action card. The text message side panel will open. 
   
    
   
   If the contact has more than one text-capable phone number on file, a dropdown will appear when you click Send a text message listing all available text-capable numbers. Select the number you want to send the message to before the panel opens.
4. Type your message in the text message composition field, then click Send to send the text.

What Happens After You Send

After an email or text message is sent from a recommended action card, the recommended action card updates to show a Completed status. If you refresh the page or navigate away from the contact record and return to it, the recommended action card will no longer display. The recommended action card disappears because the contact has now received communication and no longer meets the criteria for a new lead recommended action.

New Lead Recommended Actions FAQs

What makes a contact qualify as a new lead for recommended actions?

A contact qualifies as a new lead for recommended actions when both of the following are true: the contact has a contact type of Lead, and the contact was either added to your CRM or had their contact information updated within the last 30 days. Both conditions must be met at the same time. A contact that has a Lead type but was added more than 30 days ago will not trigger a recommended action.

Why is the Invite to meet action not appearing for a contact?

The Invite to meet recommended action only appears when three conditions are met: the contact qualifies as a new lead, the contact has an email address on file, and Appointments has not been set up on your account. If Appointments is set up on your account, the Invite to meet action will not display. If the contact does not have an email address on file, the Invite to meet action will not display.

Why is the Send a text message action not appearing for a contact?

The Send a text message recommended action only appears when the contact qualifies as a new lead and has a text-capable phone number on file. If the contact does not have a text-capable phone number, the Send a text message action will not display.

Will the recommended action card come back if I navigate away from the contact record?

No. Once you navigate away from a contact record after sending an email or text from a recommended action card, the recommended action card will not display again when you return to that contact record. The card disappears permanently once the contact has received communication, because the contact no longer meets the criteria for a new lead recommended action.