Sending Messages To Clients and Leads

Communication is a key part of winning new clients and creating a positive experience for existing clients. Houzz Pro makes it easy to communicate and collaborate with leads or clients through our messaging feature.

Within messages, you can send an email or a text message and include attachments, links, text formatting and more. You can send leads a questionnaire to better understand the details of their project. You can even create custom message templates or use Houzz Pro AI to write messages for you (AI for leads only).

How to Message a Lead

To send a message to a lead, select the relevant lead from the Leads icon in your left menu.

Your lead will open to the Overview section, where you can see all lead activity, including email and text messages. The default will show all lead activity in one place. If you would prefer to view only email messages, text messages, or lead activity, select the relevant button at the top of your screen to filter.

On the right of the Overview section, you can view all the lead details, including client information, lead stage, lead owner and lead manager.

If you would like to send a new message, scroll down to the open text box and type in your message directly. You can choose to send either an email or a text message.

For a text message, you can only attach a file. For an email, you can customize your text formatting, attach any relevant documents, or add any important links. You can also send along a lead questionnaire to better understand the scope of the project.

To save time when messaging potential clients, you have the option to create custom message templates (see details below), or you can use our AI assistant to quickly craft a response (see details below).

If you want to create your own branded email format, you can do this by clicking Preview — learn more about branded email formats here.

Once you send your email or text message, your lead will receive the message and can reply directly from their email account or phone number. Their reply will arrive to you both in the messages section and as an email notification. In the messages section, you can also see the status of a message — whether it has been delivered or has been read by the potential client.

How to Message a Client

To send a message to a client, select the relevant project from the Projects icon in your left menu. From here, click on the Messages icon underneath the project name.

Your client messages will appear — the default will show all communication in one place. If you would prefer to view only email messages or text messages, select the relevant button at the top of your screen to filter.

If you would like to send a new message, scroll down to the open text box and type in your message directly.

You can choose to send either an email or a text message. For a text message, you can only attach a file. For an email, you can customize your text formatting, attach any relevant documents, or add any important links.

To save time when messaging clients, you have the option to create custom message templates (see details below).

If you want to create your own branded email format, you can do this by clicking Preview — learn more about branded email formats here.

Once you send your email or text message, your client will receive the message and can reply directly from their email account or phone number. Their reply will arrive to you both in the messages section and as an email notification. In the messages section, you can also see the status of a message — whether it has been delivered or has been read by the client.

How to Create Custom Message Templates

If you'd like to save time, you can easily create custom message templates that will apply to both leads and clients.

Within the message section, go down to the open text box and select Templates on the right side.

From here, you can select and edit one of our short pre-populated templates — Interested, Unavailable, Not a Fit — or you can select Customize Templates to create your own.

If you select Customize Templates, you can edit existing templates by clicking the three dots icon and selecting Edit Template. From here, you can also Delete Template.

You can select Create New to start a new message template from scratch. A new screen will appear where you can add the template name and message. You can then decide whether to Save and Go Back to use later, or Save and Select to use for this message.

If you would like to use a message template as a quick reply option, click on the star to the left of the template (you can select up to four default templates).

To use a template in a message, click Select.

Schedule Messages to Send Later

With the ability to schedule messages to be sent at a specified date and time, you have the flexibility to draft and save messages when it's most convenient for you, then pick the best time to send to your client or lead. Scheduled send works with templates, emails and SMS text messages, allowing you to efficiently and effectively manage pipelines and workflows.

To schedule a message to be sent at a later time, first draft your message to a lead or client as described above (this can be edited at any point prior to the scheduled date and time). Next, click the arrow to the right of the Send button and select Schedule Send.

Pick the date and time that you would like the message to be sent, then click Schedule Send.

Your scheduled send details will appear at the top of the message composer. You can click View to the right to view all scheduled messages for the lead/client, as well as make any edits or adjustments to the timing.

In your scheduled messages modal, hover over any message to reveal the options to Edit Message, Reschedule Send, Send Now, and Delete Message.

If you choose to edit your message, you will be taken back to the message composer where you can make any edits necessary, then click Save when you're done. The updated message will remain scheduled to send at the set time.

How to Use AI to Send Messages

*This feature is currently in testing with a limited number of accounts. To gain early access, please contact Support.

In addition to templates, you also have the option to use our AI assistant to quickly respond to messages. The AI assistant is available for your initial response to leads from Houzz only. It allows you to quickly craft a professional message so you can save time and ensure a great first impression for potential clients.

How it Works

After you receive an initial message from a lead, our AI will evaluate the lead request and review your historical replies to past leads. Using your typical communication style, our AI will provide a ready-to-send response for you. You can then choose to send the pre-written reply right away, or if it's not quite right, you can modify or personalize the reply before sending.

To review and send a lead message using AI, scroll down to the open text box for messages, then select the Write for Me button (in some instances, only the AI star icon will appear).

The Write for Me screen will appear to show the generated responses. There will be several options, which are based on the most common response scenarios — Phone Call, Meet, and Need Details. The default option is Suggested. This is the response that AI believes is most appropriate, based on the information available. It might be similar to another response but will be unique.

Select the relevant tab at the top to review each generated response. Once you've found the best option, click Insert to paste directly into your message text box. You will then be able to edit the message as needed before sending to your lead.

If you would like to give feedback on the quality of a specific AI-generated message, select the thumbs up or thumbs down at the bottom of the Write for Me screen.

A new screen will appear where you can specify what the issue was with that specific message. We will use your feedback to figure out how to improve future responses.

Messages on Mobile App

To send a message to a lead or client on the Houzz Pro app, select either the Projects icon or Leads icon from the bottom menu, then select the relevant lead/project.

On the mobile app, you can communicate with leads through messages, but you communicate with clients through chat (read How to Use Team Chat on the Mobile App). Because of this, all lead messages will appear under the Messages icon (as shown below), but all client messages will appear under the Chat icon.

Within the messages section, you can view all your existing messages with this lead.

To send a new message, click on the open text box at the bottom of your screen, and type in your message directly. You can choose to send either an email or a text message.

For an email, you can attach documents, schedule a meeting, customize your text formatting, use message templates, or use speech recognition to craft a message.

For a text, you can attach documents, schedule a meeting, use message templates, or use speech recognition to craft a message.