Managing Message Button Inquiries
Quick Answer
Message button inquiries arrive in My Inbox instantly, trigger email notifications, and allow two-way communication through the platform. You can enable/disable the Message button, configure notifications, and respond either through Heritage Web or directly via email/phone.
Step-by-Step Instructions
Step 1: Configure Your Message Button
Control whether visitors can message you:
Navigate to your listing edit page
Find the Message button settings
Choose to enable or disable
Save changes (takes effect immediately)
When to disable:
At capacity with clients
During vacation/leave
Overwhelmed with inquiries
Prefer phone-only contact
Step 2: Set Up Email Notifications
Configure who gets alerted about new messages:
Go to Edit Listing page
Find the Notification table
Add email addresses:
Free listings: Primary + 1 additional
Sponsor listings: Primary + 5 additional
Save notification settings
Note: Disabling primary email removes the Message button from your public listing.
Step 3: Monitor Incoming Messages
Check for new inquiries:
Log into your dashboard
Click "My Inbox"
Review new messages (most recent first)
Note which listing received each inquiry
Email alerts include:
Sender's name
Message preview
Link to full message in My Inbox
Step 4: Review Message Details
Each message contains:
Sender Information
Full name (required)
Email address (required)
Phone number (optional)
Message Content
Full inquiry text
No subject line
No attachments
Metadata
Timestamp
Source listing
Step 5: Choose Your Response Method
Option A: Reply Through My Inbox
Click on the message
Type your response
Send through platform
Maintains conversation history
Option B: Contact Directly
Note their phone/email
Call or email outside platform
No Heritage Web tracking
Faster, more personal
Step 6: Manage Ongoing Conversations
For continued dialogue:
Each reply creates a new message (not threaded)
Both parties can see full history
Chronological order maintained
No conversation grouping
Handling High Volume
If Overwhelmed with Messages
Temporarily disable Message button
Set up team access for help responding
Create standard responses externally (copy/paste)
Prioritize based on inquiry quality
Consider upgrading to sponsor for better quality leads
Setting Boundaries
Include response timeframes in your bio
Specify preferred contact methods
List office hours clearly
Direct complex inquiries to website forms
Important Notes
Messages arrive instantly (no delay or moderation)
Background verification helps reduce spam
No current spam filtering or blocking tools
Cannot mark messages as spam or important
All messages remain permanently visible
FAQs
Can I receive message notifications via SMS? No, SMS notifications are only for paid referrals and pro bono cases. Message button inquiries only trigger email alerts.
What happens if I disable the Message button? The button disappears from your listing immediately. Visitors must use other contact methods (phone, visiting office, website).
Can I set different Message button settings for different listings? Yes, each listing has independent Message button controls. You can enable it on some listings while disabling on others.
Do message inquiries cost anything? No, Message button inquiries are completely free. These are free leads with no charges to you or the sender.
Can I block specific senders? No, blocking isn't currently available. If receiving harassment, disable the Message button and contact [email protected].
Next Steps
Review your current Message button status
Add notification email addresses
Create response templates externally for common questions
Set a daily time to check and respond to messages
Track which types of messages convert to clients