Why Responding to Message Leads Is Essential for Your Business
- Speed wins business. Most customers reach out to multiple businesses at once. The first to respond often gets the job.
- It affects your Google ranking. Google tracks your response rate and speed. Businesses that respond promptly are rewarded with better ad placement and visibility.
- It builds trust. A fast, professional reply signals reliability before a customer has even met you.
- Your "Google Verified" badge is on the line. Consistently ignoring leads can put your LSA account standing at risk.
Where You'll Be Notified of New Message Leads
When a customer submits a new message lead, Google will notify you via email, SMS text message, or both - depending on your notification preferences.
- You can manage your notification preferences from the "Profile & Budget" page in your account.
- For SMS notifications, you can designate a specific phone number to receive alerts - it doesn't have to be your main business number.
- Note: SMS text notifications are only available in the United States.
Responding To Message Leads
Option 1: GLSA Leads Portal
- Go to ads.google.com/localservices and sign in.
- Click "Leads" in the left-hand menu.
- Filter by "Messages" to view message-type leads.
- Click on a lead to open the conversation.
- Type your response in the reply field and click Send.
Option 2: Email or SMS
You can also reply directly to Google's notification email or SMS text message. From there, you have two options:
- Reply to the customer - Enter your message and send. Google will deliver it as an email or text to the customer. Note: Google does not share your email address with customers - all communications are routed through an anonymized alias.
- Call the customer - Dial the number listed on the lead page.
How NOT to Reply: Common Mistakes to Avoid
When our Lead Center detects a new lead, you'll receive a notification email from our Lead Center. It's important to know that you cannot reply to the customer from this email or from within our Lead Center dashboard. Doing so will not send your message to the customer.
Below is what a message lead will look like within your WolfPack Lead Center:
This is where NOT to reply. This is a good place to insert notes about the lead and track which source it came from, but you cannot respond to potential leads here.
Below is the GLSA Leads Portal:
This is where to reply! You can find this page by following Option 1 steps above and sorting by Message leads (3rd drop down from the left).
To make sure your reply actually reaches the customer, always respond using Option 1 or Option 2 outlined above.
Best Practices for Responding
- Respond as quickly as possible. If you have 2 or more message leads in the last 90 days, Google will display an estimated response time on your ad (ranging from "a few minutes" to "one day"). A faster estimate can meaningfully improve your ad performance.
- Personalize your reply by using the customer's name and referencing their specific request.
- Be clear and helpful. Confirm your availability, provide a next step (e.g., scheduling a call or visit), and include your phone number.
- Stay professional. Even if a lead seems low-quality, a professional response protects your reputation and response metrics.