Lenny - Leads Responder
In this article
In this article group
Lenny answers your new leads the moment they arrive, from Google Local Services, your website, Yelp, Angi, Facebook and the other sources you connect. He works the way your best CSR works the phones: answer fast, get the details, book the visit or get the right person on it, using only what your ServiceTitan account and your setup tell him.
So when Lenny does something you didn't expect, the answer is almost always in one of three places: what the lead sent us, what's in ServiceTitan for that customer, or your availability. This article explains each rule he follows and why it's there. You can change most of them yourself by asking Jenny.
If you're here because Lenny did something with a lead and you're not sure why, skip to Common questions at the end.
What Lenny does
Answers every new lead from the sources connected to your account, at any hour.
Gets the details your team would need: name, best callback number, service address, what's wrong, how urgent it is, and when they'd like someone out.
Books the visit in ServiceTitan, using your real availability and capacity rules. If the lead is new to you, he creates the customer record first.
Tells the customer your service fee before booking.
Hands the lead to your team when he can't book it, when the customer asks for a person, or when they stop replying.
Lenny doesn't quote prices for the work, promise arrival times your schedule can't support, or handle billing questions.
Where Lenny gets his information
The lead itself: whatever the customer sent through Google, your website form, Yelp, Angi, Thumbtack, Facebook, Instagram or another connected source. What arrives varies. Yelp, for example, sends only a ZIP code.
ServiceTitan: whether the customer already exists, their locations, and whether they already have a visit booked.
Your availability: your arrival windows, capacity rules, office hours, and any days you've blocked off.
Your documents: your service fee and any service details you've put on file. See Giving Your Agents Documents to Work From.
Why this matters: Lenny can only book what your schedule says is open, and only quote the fee you've put on file. If your availability or fee is wrong, his answers will be too.
Which leads Lenny answers
Lenny answers leads from the sources connected on your Integrations page and pointed at him. Across accounts today, that includes:
Google Local Services leads, phone and message, including a customer who writes back in an old Google conversation.
Website forms and the UpSmith web widget.
Yelp, Angi, Thumbtack, Modernize and Meta (Facebook lead forms, Messenger and Instagram).
Leads sent in through Zapier or a webhook from other tools.
Online booking requests from ServiceTitan, on some accounts.
Each source has its own campaign, so you can treat one differently from another, such as a faster follow-up on paid leads. For setup, see Lead Source Integrations.
How fast Lenny answers
Right away, at any hour. Lenny answers a new lead within moments of it arriving, nights and weekends included. Why: someone who just reached out is most likely to book in the first few minutes, and most likely to call the next company if nobody answers.
He replies where the customer wrote. Usually that's by text. A customer who wrote through Yelp, Facebook Messenger or Instagram may get answered in that app until they share a phone number.
After hours, he doesn't promise a tech tonight. Outside your office hours, he won't say someone is on the way or book a same-night visit unless your schedule actually has one. He offers the first available time instead, and flags an emergency for your team right away.
Who Lenny doesn't text first
Customers who already have a visit booked. Before his first text, Lenny checks ServiceTitan. If the customer already has an upcoming appointment, often because your office booked them by phone, he doesn't text. Why: asking someone to book a visit they already have is confusing, and it can create a duplicate. If that customer texts in, he answers normally.
Customers marked do-not-contact, or who've asked us to stop. These always win.
If the lead doesn't reply
On most accounts:
Lenny sends a short nudge 15 minutes after his first text, and another 15 minutes after that.
If there's still no reply 15 minutes later, he flags the lead for your team so a person can call. That's about 45 minutes after the lead came in.
He stops as soon as the customer replies.
Example: a website lead comes in Saturday, October 3rd at 7:42 p.m. Lenny texts right away, nudges at 7:57 and 8:12, and flags it for your team at 8:27 p.m.
Some accounts nudge every hour instead, or keep following up over the next few days after flagging the lead. Lead follow-ups run on weekends too. A Saturday lead can't wait until Monday.
One limit to know. A lead who replies once and then goes silent ends the follow-ups for good — Lenny won't chase them again.
What Lenny offers and books
He asks one question at a time and keeps texts short.
He confirms who he's talking to. If the phone number matches an existing customer with a different name, he asks which is right before booking.
New customers: once he has a name and service address, he creates the customer and location in ServiceTitan, then books.
He offers real open times from your availability, following your capacity rules and any days you've blocked.
He tells the customer your service fee before booking.
He adds a summary of the conversation to the job, so your tech knows what they're walking into.
If he can't book, he never just says "we'll be in touch." He flags the lead for your team with what he's collected, so someone actually follows up.
When Lenny hands off to your team
Lenny flags the conversation for your team when:
The customer asks for a person, or gets upset.
It's an emergency outside your office hours.
They want a price for the work, a guarantee, or anything insurance-related or needing certified paperwork.
There's a billing question or dispute.
He can't find a time that works, or a booking step fails.
The lead stops replying (see If the lead doesn't reply).
His handoff includes the customer's name, phone, address, the issue, how urgent it is, and what's been done so far, so your team doesn't have to start over. Flagged conversations show as needing attention in your Conversations inbox, and your team is notified through the path set up for your account. For how escalation works, see Working Your Conversations Inbox.
How to change how Lenny works
In UpSmith, you can change yourself:
Which lead sources are connected, on the Integrations page.
For Google Local Services, whether each account answers automatically.
Pause and resume Lenny's sends, from his page.
Turn on a new lead source's campaign, for Google Local Services (the Live switch on its card), Zapier and Modernize (clicking Activate).
Your service fee and service details, in your documents.
In ServiceTitan, your team controls the records Lenny reads:
Your availability, arrival windows and capacity.
Existing customers, their locations, and their booked appointments.
Do-not-contact status.
With Ask Jenny, you can change how Lenny handles leads. Tell Jenny what you want in plain language. She shows you a before-and-after, and nothing changes until you confirm. For example:
"Nudge Yelp leads after 5 minutes instead of 15." (changes follow-up timing)
"Keep following up with leads that don't reply for three days." (adds follow-ups)
"Flag unanswered Angi leads after one hour." (changes when he hands off)
"Don't book drain cleaning. Send those to the office." (limits what he books)
"Always ask for the age of the system before booking." (adds a question)
"Make Lenny sound friendlier." (changes his tone)
See Build & Edit Campaigns with Ask Jenny and Adjust Your Agent's Persona & Objectives.
Through UpSmith, ask us to:
Turn on a new lead source's campaign for Angi, Yelp, Thumbtack, Meta, your web widget or your booking form. New sources start paused, so nothing goes out until it's ready.
Change the business name Lenny uses for a lead source.
Email support@upsmith.com. We're also happy to help put a Jenny change into words.
Common questions
Why did Lenny text this customer?
A lead came in from one of your connected sources. Lenny answers every new lead unless the customer already has a visit booked or is marked do-not-contact.
Why didn't Lenny answer a lead?
Check that the lead source shows Connected on your Integrations page, that its campaign is turned on, and, for Google Local Services, that auto-reply is on for that account. Also check whether the customer already had a visit booked; if so, Lenny doesn't text first. If all of that looks right, send us the customer's name and when the lead came in.
Why did Lenny text a lead at 11 p.m.?
The lead came in at 11 p.m. Lenny answers leads when they arrive, because a fast reply is what wins the job. He won't promise a same-night visit unless your schedule has one.
Why did Lenny hand off a lead instead of booking it?
Usually he couldn't find a time that worked, the customer asked for a price or a person, or it was an after-hours emergency. Open the conversation to see what he collected; it's all in his handoff.
Why did a lead get flagged for our team when the customer never replied?
On most accounts, Lenny flags a lead after about 45 minutes with no reply, so a person can call while it's still fresh. You can change that timing with Jenny.
Why does a new customer from Facebook or Google messages have no phone number in ServiceTitan?
Customers who write through an app sometimes share only their account, not a phone number. Lenny asks for and confirms a callback number, but if the customer was set up before they gave one, add it to the customer in ServiceTitan.
How do I stop Lenny answering one lead source?
Disconnect it on your Integrations page, turn off auto-reply for that Google account, or ask us to pause that source's campaign.
Can I see how Lenny is doing?
Yes. Ask Jenny how many leads Lenny answered, how fast, how many he booked, and how many he handed to your team, by source.