Settle who presses send before the first reply arrives.
This is the module that turns replies into calls, and it is the one where running someone else's account changes the most.
The permission question, first
Three options. One of them goes in the contract, not agreed in a panic on day nine.
1 YOU DRAFT, THEY APPROVE
Slowest. Safest. Right for regulated clients and for anyone
whose personal reputation is the product.
2 YOU SEND UNDER THEIR NAME
Needs written permission and a clear boundary on what you
cannot say. Right for most engagements.
3 YOU HAND OFF EVERY REPLY
They handle it. Right when the client is the product and no
ghost-written reply survives a second message.
Never commit to price, scope or timeline on their behalf, under any of the three. If a reply asks any of those, hand it over the same day. That is a commercial decision and it is the fastest way to damage an engagement.
Classify before you draft {efficient}
Exactly one category per reply.
INTERESTED Wants more, asks about the offer
TIMING Interested, not now. Capture the date they named.
OBJECTION Price, fit, incumbent, capacity
WRONG_PERSON Not their remit. Ask who owns it.
NOT_INTERESTED Clear no. Thank them, stop, never pitch again.
AUTO_REPLY Out of office. Reschedule to their return date.
ESCALATE Anything below 8 confidence
Below 8 confidence, escalate. Do not guess at tone. Sarcasm, brevity and politeness all read the same in text, and a misread reply sent under a client's name is theirs to apologise for.
Never auto-send to NOT_INTERESTED. A human closes that loop.
WRONG_PERSON is the most valuable category and the most commonly binned. Ask who owns it, and feed the answer back into the ICP file. One corrected job title is worth more than the deal you lost.
Match their register before you write
Message length reply within roughly 20% of it
Punctuation do they use full stops in short messages
Capitalisation sentence case or lowercase
Formality "Hi James," or "hey"
Emoji if they do not, you do not
A three-line reply to a six-word message reads as eager. A six-word reply to three paragraphs reads as dismissive. Register mismatch is the most common reason a warm thread cools.
Never mirror hostility or unprofessionalism. Match energy, not behaviour.
One question, always
Count the questions in the draft. If there is more than one, pick the one whose answer changes what you do next and cut the rest.
Two questions gets you an answer to the easier one. Three gets you nothing, because now it is work.
The test for the surviving question: could they answer it in under ten words while walking? If not, it is too big for a DM and belongs on a call.
Decide IF before HOW
ASK FOR THE CALL WHEN
- They asked something needing more than 400 characters to answer
- They named a problem the client solves
- They asked about price, timeline or implementation
- Two substantive messages have gone each way
DO NOT ASK YET WHEN
- They replied with one line
- They have not named a problem
- It is still the first exchange
Ask one more question instead, one that gets them to name it.
The ask itself: name the length and the agenda. "15 minutes, three questions, no deck." Offer the link AND two concrete times, because some book and some reply. Never "let me know what works", which is decision fatigue dressed as politeness.
Under 350 characters including the link.
Tag the lead the moment a call is booked, so the sequence stops. A follow-up landing after someone has booked is the most avoidable bad impression in the system, and it is the client's name on it.
The handoff
What the client gets, per booked call, before it happens.
The original signal, dated, with the URL
The full thread, verbatim
What the prospect said the problem was, in their words
Which objection came up, if any
What you committed to, and what you deliberately did not
That last line protects both of you. A founder walking into a call not knowing what was promised is how a good lead becomes an awkward thirty minutes.
What goes in the weekly report
Reply counts are the wrong headline. The categories are the story.
Replies, split by category
Interested, as a rate of replies not of sends
Timing replies, with the dates they named
Objections, ranked by frequency
Wrong-person replies, and what the correct title turned out to be
Meetings booked, and the signal tier that produced each
The objection ranking is the most useful thing you will hand a client all month. Five weeks of it tells them what their positioning is actually up against, and almost nobody collects it.
The replies land in one place. Prosp has a unified inbox spanning every connected client account, with filters for campaign, replied and unread, so the daily classification pass runs over one queue rather than eight logins.
Add tag writes the category back against the lead, and the lead states feed the report directly: Not Contacted, In Campaign, Contacted, Not Accepted after 14 days with auto-withdraw, Replied which stops the campaign, Duplicate, Blacklist, Failed.
For the client-facing numbers, there is native HubSpot integration with field mapping, 12 webhook events including Message Replied and Connection Accepted, and a REST API at prosp.ai/api/v1/leads.