Understanding Message Delivery and Response Times
Quick Answer
Message button inquiries are delivered instantly to your My Inbox and trigger immediate email notifications to all configured addresses. There's no delay, moderation, or queuing – messages arrive within seconds of being sent, making rapid response possible and critical for conversion.
Overview
Understanding the speed of message delivery helps you set appropriate response expectations and systems. Since Heritage Web delivers messages instantly without any filtering or delays, your response time becomes the critical factor in converting inquiries to clients.
Message Delivery Timeline
The Instant Delivery Process
0 seconds: Visitor clicks "Send" on message form
1-2 seconds: Message appears in your My Inbox
2-5 seconds: Email notifications sent to all configured addresses
5-30 seconds: Emails arrive in recipients' inboxes
Total time: Under 30 seconds from send to notification
What This Means
No moderation queue
No spam filtering delay
No business hours restrictions
No platform review process
Available for immediate response
Critical Response Windows
Industry Response Standards
Response Time | Conversion Impact | Client Perception |
Under 5 minutes | 100x more likely to convert | "Wow, they're responsive!" |
Under 1 hour | 10x more likely to convert | "Very professional" |
Under 2 hours | 5x more likely to convert | "Reasonable response" |
Under 24 hours | Baseline conversion rate | "Acceptable" |
Over 24 hours | 90% less likely to convert | "Not interested in my business" |
Why Speed Matters
The Competition Factor:
Visitors typically contact 3-5 professionals
First meaningful response usually wins
Others become backup options
Speed indicates availability and interest
The Urgency Factor:
Many inquiries are time-sensitive
Motivation decreases over time
Problems feel less urgent later
Competitors may solve issue first
Setting Up for Fast Response
Immediate Awareness Systems
Mobile Email Alerts
Enable push notifications
Set distinctive alert sound
Check phone regularly
Keep phone charged/nearby
Team Coverage
Stagger team schedules
Assign response duties
Create backup systems
Share notification load
Business Hours Strategy
Set clear response expectations
First thing morning check
Midday review
End of day sweep
Weekend coverage plan
After-Hours Management
Option 1: Set Expectations
State hours in listing bio
"Responses within 2 business hours"
"Monday-Friday, 9 AM - 5 PM"
"24-hour response time"
Option 2: Extended Coverage
Team rotation for evenings
Weekend duty assignments
Virtual assistant monitoring
Automated acknowledgment (external)
Measuring Your Performance
Track These Metrics
Response Time Metrics:
Average first response time
Percentage under 1 hour
Percentage under 2 hours
Percentage same day
Weekend vs. weekday times
Quality Metrics:
Response to conversion rate
Speed vs. quality balance
Client feedback on responsiveness
Lost leads due to slow response
Creating Your Tracking System
Since Heritage Web doesn't provide response analytics:
Manual Tracking Method:
Note message received time
Note your response time
Calculate difference
Track in spreadsheet
Email Timestamp Method:
Check notification email time
Check your reply sent time
Calculate difference
Average weekly/monthly
Response Time Best Practices
The 2-Hour Standard
Aim to respond within 2 hours during business hours:
Shows professionalism
Beats most competitors
Maintains work-life balance
Achievable with systems
The Speed vs. Quality Balance
Fast but Valuable Response:
Acknowledge quickly
Provide initial value
Set follow-up time
Don't sacrifice quality for speed
Example Quick Response: "Hi [Name], I received your message about [specific issue]. I can definitely help with that. I'm finishing with a client now but will call you within the hour with specific information. Is [their phone number] the best number to reach you?"
Weekend and Evening Strategy
Competitive Advantage Times:
Friday evening (others stopped)
Saturday morning (eager clients)
Sunday evening (planning week)
Early morning (before competition)
Important Notes
No delivery confirmation system exists
Cannot recall or edit sent messages
No read receipts available
Platform operates 24/7/365
No scheduled maintenance windows affecting delivery
FAQs
Can I delay message delivery to business hours? No, messages are delivered instantly regardless of time. You must manage response timing on your end.
How do I know if my message notifications are working? Send a test message from another email account or have a colleague test. Check all configured email addresses received the notification.
What if I don't receive an expected message notification? Check My Inbox directly – the message will be there even if email notification failed. Also check spam folders.
Can Heritage Web add response time tracking? This feature is planned for Q1 2026, including "typically responds within X hours" display on listings.
Is there a way to auto-respond to messages? Not within Heritage Web. You'd need to set up external email auto-responses, though these don't appear in My Inbox.
Next Steps
Test your current response time with a colleague
Set up mobile push notifications
Create response time goals
Track performance for one week
Adjust systems based on results
Communicate response expectations in your listing