Tracking and Organizing Your Direct Contact Conversations
Quick Answer
Since My Inbox lacks search, filtering, and categorization features, you'll need external tools to properly track and organize free lead conversations. Use a CRM system, spreadsheet, or email folders to maintain records, track conversion rates, and manage follow-ups effectively.
Overview
Heritage Web's My Inbox provides basic message storage but minimal organization tools. Successful professionals supplement My Inbox with external tracking systems to manage leads professionally, measure performance, and ensure no opportunities are lost.
Understanding My Inbox Limitations
What My Inbox Doesn't Provide
No search functionality
No filtering or sorting options
No labels or categories
No status tracking (new, responded, converted)
No export capability
No analytics or reporting
No integration with other tools
What This Means for You
Manual tracking required
External organization essential
Need separate follow-up system
Must create own analytics
Risk of losing track of leads without system
Setting Up Your Tracking System
Option 1: Simple Spreadsheet Tracking
Create a spreadsheet with these columns:
Date | Name | Phone | Source Listing | Initial Message | Response Date | Status | Next Action | Notes | Converted | Value |
Status Options:
New
Responded
Phone Contact Made
Appointment Scheduled
Converted to Client
Not a Fit
No Response
Benefits:
Free and simple
Easy to customize
Quick to implement
Shareable with team
Option 2: CRM Integration
Use a Customer Relationship Management system:
Recommended CRM Options:
HubSpot (free tier available)
Google Contacts (free, basic)
Zoho CRM (affordable)
Salesforce (comprehensive)
Manual Transfer Process:
Copy inquiry details from My Inbox
Create contact in CRM
Log initial interaction
Set follow-up tasks
Track through your pipeline
Option 3: Email Folder System
Organize using your email client:
Create folder structure:
Free Leads - New
Free Leads - In Progress
Free Leads - Scheduled
Free Leads - Converted
Free Leads - Lost
Forward My Inbox notifications to appropriate folders
Use email tools for follow-up reminders
Track status by folder location
Creating Your Tracking Workflow
Step 1: Immediate Capture
When a new message arrives:
Check My Inbox
Immediately log in tracking system
Note key details and urgency level
Set response deadline
Step 2: Response Tracking
After responding:
Update status in tracking system
Log response time
Schedule follow-up reminder
Note next steps
Step 3: Ongoing Management
For active conversations:
Update after each interaction
Move through status pipeline
Track all communication methods
Document outcomes
Step 4: Performance Analysis
Weekly/Monthly review:
Calculate response time average
Measure conversion rate
Identify best lead sources
Track revenue from free leads
Organizing for Different Scenarios
High-Volume Practices
If receiving many daily inquiries:
Batch process at set times
Prioritize by urgency/quality
Use templates for common responses
Delegate to team members
Consider automation tools
Multi-Location Businesses
For tracking across locations:
Add location column to tracking
Sort by office/territory
Assign to appropriate team
Track performance by location
Multiple Listing Types
If you have Profile + Organization + Event listings:
Track which listing generates leads
Compare conversion by listing type
Identify most profitable sources
Adjust strategy accordingly
Key Metrics to Track
Essential Data Points
Response Metrics:
Average first response time
Follow-up frequency
Messages before phone contact
Total touches to conversion
Conversion Metrics:
Inquiry to phone call rate
Phone call to appointment rate
Appointment to client rate
Overall conversion rate
Value Metrics:
Average client value
ROI per lead source
Lifetime value of free leads
Cost savings vs. paid leads
Important Notes
My Inbox messages remain indefinitely but without organization
No bulk export option means manual tracking is essential
Consider starting simple and upgrading systems as volume grows
Team members with access can help track but need coordinated system
Regular maintenance of tracking system is crucial for accuracy
FAQs
Can Heritage Web add CRM integration in the future? It's under consideration for 2026, but no confirmed timeline. Plan for manual tracking indefinitely.
Should I track free leads differently from paid referrals? Yes, track them separately to measure ROI for each channel. Free leads cost nothing but may have lower conversion rates.
How long should I keep tracking old conversations? Keep for at least one year for performance analysis. Archive older ones that didn't convert. Keep client records indefinitely.
Can team members help with tracking? Yes! Team members with Content Manager or Admin roles can access My Inbox and update your external tracking system.
What's the most important metric to track? Conversion rate and response time. These directly impact your success with free leads.
Next Steps
Choose your tracking system (start simple)
Create your tracking template or setup
Backfill recent conversations for baseline data
Set daily routine for updating records
Schedule weekly review of metrics
Adjust strategy based on data insights