How Ostira handles a new lead
Updated
When a new lead comes in, Ostira writes to them, asks four questions, sends them a link to book a time with you, rates how ready they are and hands them to you. This page explains each step.
Step through an example first, or read the details below.
A new lead comes in. Ostira writes first: by email when it has the lead's address, by text when it only has a phone number.
- Ostira: Hi Sam, thanks for reaching out about buying a home. When are you hoping to move?
What Ostira learned
- Budget
- Not yet
- Timeline
- Not yet
- Area
- Not yet
- Motivation
- Not yet
- Score
- Not yet
Which leads Ostira writes to
Ostira starts a conversation with each new lead you add with New lead, and with new leads that reach Ostira from a connected lead source. It writes by email when it has the lead's email address, and by text when it only has a phone number.
Ostira doesn't message:
- A lead whose email or phone matches a contact you already have. Ostira adds the new lead source to that contact instead of creating a second one.
- Contacts you import from a CSV file or add with + Add Contact on Contacts.
- Anyone marked Do Not Contact.
The four questions
Ostira asks one question at a time, in this order, and skips anything it already knows.
| Order | Ostira asks about | For example |
|---|---|---|
| 1 | Timeline: when they want to buy or sell | "In the next 3 months" |
| 2 | Budget: their price range | "Around $450k" |
| 3 | Area: the neighborhoods or towns they want | "Downtown or the east side" |
| 4 | Motivation: what's behind the move | "First-time buyer" |
The answers show under "What Ostira learned" on the lead's conversation. When Ostira learns the budget, it adds it as the value of the lead's deal if the deal doesn't have one yet.
Along the way:
- If the lead asks whether they're talking to a person, Ostira is set up to tell them it's an AI assistant.
- If the lead asks about a property, Ostira answers if it can, or says you'll follow up with the details.
- Every message gets the Fair Housing check before it's sent.
If the lead goes quiet
If the lead doesn't reply within 12 hours of Ostira's last message, Ostira sends a short check-in. If 24 hours pass with no reply, it sends one more. If another 24 hours pass, Ostira marks the lead Gone cold, stops writing and tells you. A reply from the lead at any point resets this.
The booking link
When the lead gives their last answer, Ostira replies one more time. It thanks them, says you'll follow up, and ends with their personal booking link so they can pick a time with you. A booking through that link moves their deal to Showing. See Booking links and reminders.
If that reply mentions financing or an offer, or fails the Fair Housing check, Ostira doesn't send it. It keeps it as a draft with the link still in it. See When Ostira hands a lead to you.
How Ostira scores the lead
When it has all four answers, Ostira rates the lead:
| Score | What Ostira looks for |
|---|---|
| Hot | Ready in under 3 months, a clear budget, a specific area and strong motivation |
| Warm | 3 to 12 months out, a rough budget, a general area and some motivation |
| Cold | More than 12 months out, or no clear budget, area or intent |
The score is Ostira's read of the answers, so check it against what you know about the lead.
Handing the lead to you
After sending the booking link and scoring the lead, Ostira marks the conversation Qualified · handed to you and stops replying. You get an email with a summary of the lead and an alert on Conversations.
Ostira can also hand a lead to you earlier, for example when the lead asks for you or brings up an offer. See When Ostira hands a lead to you.
What you can control
- Step in at any time: Take over a conversation and hand it back.
- Make Ostira sound like you: Teach Ostira your voice.
- On the free plan, Ostira sends up to 10 replies a month: Plans and limits.
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Still stuck? Email support@ostira.com.