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Managing Message Button Inquiries

Brandon Austin avatar
Written by Brandon Austin
Updated today

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:

  1. Navigate to your listing edit page

  2. Find the Message button settings

  3. Choose to enable or disable

  4. 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:

  1. Go to Edit Listing page

  2. Find the Notification table

  3. Add email addresses:

    • Free listings: Primary + 1 additional

    • Sponsor listings: Primary + 5 additional

  4. Save notification settings

Note: Disabling primary email removes the Message button from your public listing.

Step 3: Monitor Incoming Messages

Check for new inquiries:

  1. Log into your dashboard

  2. Click "My Inbox"

  3. Review new messages (most recent first)

  4. 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

  1. Click on the message

  2. Type your response

  3. Send through platform

  4. Maintains conversation history

Option B: Contact Directly

  1. Note their phone/email

  2. Call or email outside platform

  3. No Heritage Web tracking

  4. 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

  1. Temporarily disable Message button

  2. Set up team access for help responding

  3. Create standard responses externally (copy/paste)

  4. Prioritize based on inquiry quality

  5. 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

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