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Lead Sources

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Broadly helps consolidate your customer communications into one place. You can route incoming inquiries into your Broadly app from:

Why are Leads Important?

  • Manage leads in one shared Inbox whether they come from Google, Facebook, Instagram, Web Chat, or website contact forms

  • Optimize daily processes, save time, and improve productivity by managing all lead communication from one app

  • Decrease response time and the likelihood that leads will explore the competition with real-time alerts of new inquiries

  • Expedite follow up and motivate engagement by communicating with leads via text message

  • Provide team members with a complete history of lead interactions so everyone’s on the same page

Managing Leads in Broadly 

  1. Once a lead source is connected to Broadly when a potential customer messages your business through that source, their inquiry will appear in Broadly as a "Lead" with the source listed at the top of the conversation.
  2. You will be able to message back and forth with that Lead without having to leave the Broadly app. Check out our article on Responding to Leads for guidance.
  3. By default, Leads added from Google and Facebook will not have a phone number or email associated with them. We recommend collecting a phone number and email from these Leads and updating their contact information in Broadly so you can have a direct line of contact. Learn how to do so in our article on Editing & Deleting Contacts.
  4. Once you update a Lead’s contact information in Broadly, messages to them will be sent to the phone number or email on file. By default, Broadly prioritizes texting over email but you can adjust the Contact Method in the Broadly app for each customer.                   

Broadly Web Chat

Broadly's Web Chat encourages prospective customers on your website to get in touch with you immediately. Engage with them in real-time, and convert more website traffic into real customers. Check out our article on Web Chat for more details on how it works.

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Follow our instructions on Installing Web Chat to take advantage of this feature.

To confirm that Broadly Web Chat has been successfully installed:

  1. The Web Chat window should appear in the lower right-hand corner of your business’s website. (In some cases website formats require Web Chat to be installed in a different location.)
  2. Test Web Chat by entering an inquiry into the chat window. Be sure to follow the prompts and provide Web Chat with your name and a text-able phone number otherwise the lead will not go through.
  3. Your inquiry should appear in the "Inbox" of your Broadly app as a new Lead. Simultaneously, you should receive an automatic follow-up message from your business to the phone number provided. If you would like to make changes to the automatic follow-up message, please refer to our article on Web Chat Customizations.

Website Contact Form

Broadly can also integrate with your website's contact form so that all your website inquiries will come through in real time via the Broadly App. This helps avoid missing messages from new contacts and losing business because you couldn't respond in time!

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Please read our article on Connecting your Website Contact Form with Broadly to learn how to take advantage of this feature.

To confirm that your website’s contact form has been successfully connected to Broadly:

  1. Go to your website’s contact form and fill out all the information including a mobile phone number and email. Submit the inquiry.
  2. Your inquiry should appear in the Broadly app as a new Lead. Simultaneously, you should receive an automatic follow-up message from your business to the phone number provided. If you would like to make changes to the automatic follow-up message, please refer to our article on Web Chat Customizations.

Google Messages

Connecting Google Messages to the Broadly app allows potential customers to contact you through your Google listing. These messages will be sent to your Broadly app. This will allow you to open another lead channel for your business without adding yet another place to check for new messages.

 

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To connect Google Messages to Broadly:

  1. Go to "Settings" > "Online Profiles" > "Google."
  2. Select "Reconnect Google" or "Sign in to Google My Business."
  3. Sign in with the admin credentials for your Google My Business account.
  4. Go through the prompts provided by Google to approve the connection. 

To confirm that Google Messaging has been successfully connected to Broadly:

  1. On your smartphone look up your business on Google Maps.
  2. Click on “Message” and send a test inquiry.
  3. Your inquiry should appear in the Broadly app as a new Lead. Simultaneously, you should receive an automatic follow-up message from your business. to your Google Maps app.

Facebook Messenger

Facebook has a messaging feature available for business pages. Enabling it will add a button “Send Message” button to the top of your business page. When a potential customer clicks on that button a chat box will appear on the bottom right-hand corner of the business page, where they can message your business. These messages can be routed into Broadly when Facebook is connected to Broadly.

 

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To connect your Facebook Messenger to Broadly:

  1. Login to your Broadly app and navigate to "Settings" > "Online Profiles" > "Facebook." 
  2. Select "Reconnect Facebook" or "Sign in with your Facebook Account."
  3. Sign in with the email/password for the Facebook profile that is an admin on your business page. For most people, this means you will first have to log into your personal Facebook profile before you're given the option to select your business page.
  4. Follow the prompts provided by Facebook to approve the connection.

To confirm that Facebook Messenger has been successfully connected to Broadly:

  1. On your smartphone or desktop look up your business on Facebook.
  2. Click on “Send Message” towards the top of your business page and send a test inquiry
  3. Your inquiry should appear in the Broadly app as a new Lead. 

To create automatic follow-up messages or take advantage of other Facebook messenger customizations check out Facebook's article on Messaging.

Instagram Messenger

Instagram has a messaging feature available for business pages. 

To connect your Instagram Messenger to Broadly:

  1. You are able to connect an Instagram account to Broadly, so long as the account is:
  2. A Business account (a type of Professional account) 
  3. connected to a Facebook Business Page
  4. Login to your Broadly app and navigate to "Settings" > "Online Profiles" > "Instagram." 
  5. Select "Reconnect Instagram" or "Sign in with your Instagram Account."
  6. Facebook owns Instagram and has designed their technology so that all authentication flows through Facebook. Selecting the “Connect a professional account” button will open a popup, asking the you to login to Facebook.
  7. Sign in with the email/password for the Facebook profile that is connected to the Instagram on your business page. For most people, this means you will first have to log into your personal Facebook profile before you're given the option to select your business page.
  8. Follow the prompts provided by Facebook to approve the connection.

To confirm that Instagram Messenger has been successfully connected to Broadly:

  1. On your smartphone or desktop look up your business on Instagram.
  2. Click on “Send Message” on your business page and send a test inquiry
  3. Your inquiry should appear in the Broadly app as a new Lead, with Instagram as the contact source.

You will able to reply to the Instagram leads directly in the Broadly app and their responses will be reflected in your Instagram account.

For more information, check out our articles on Responding to Leads and Best Practices for Engaging Leads.

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