> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sapt.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# How to answer leads for a repair shop

> Practical habits that turn more calls, texts and website requests into booked jobs, with example texts and the Sapt setting that does each one.

A lead is worth the most in the first minutes. These habits help you book more of them. Each one points to the Sapt setting that does it for you.

## Answer in minutes, not hours

In a [Harvard Business Review study](https://hbr.org/2011/03/the-short-life-of-online-sales-leads) of online sales leads, companies that tried to reach a lead within an hour were nearly seven times as likely to qualify it as companies that tried even an hour later. The same study audited 2,241 US companies: only 37% answered a web lead within an hour, and 23% never answered at all.

A missed call or a website request is the same kind of lead. If you do not answer, they can call the next shop on the list.

**In Sapt:** turn on [missed-call text back](/docs/mintlify/leads/missed-call-text-back), let the [AI front desk](/docs/mintlify/leads/ai-front-desk) answer on its own, and get [lead alerts on your phone](/docs/mintlify/leads/alerts) for the rest.

## Keep the first text short and say who you are

One or two sentences. Your shop's name first, so they know it is not spam. No links, no prices, no paragraph about your shop.

**In Sapt:** change the text in **Missed call: text back**. See [Change the text](/docs/mintlify/leads/missed-call-text-back#change-the-text).

## Ask one question

A text with one clear question gets a reply. A text with three questions gets one answer, or none. Ask what they need first. Ask about the car, the day and the time one at a time.

**In Sapt:** the AI asks one thing per text. A new agent's **Instructions** say "ask one useful question at a time". Keep that line if you rewrite them.

## Use their first name when you have it

A website form gives you their name, so use it. A missed call often does not, so the missed-call text skips it.

**In Sapt:** in an automation's text, tap **+ First name** on your phone. Sapt fills in the customer's first name, or "there" when it has none.

## Offer a time, not "let us know"

"Let us know when works" puts the work on the customer. Offer one or two real times instead, or ask which day works.

**In Sapt:** turn on **Book appointments** for your agent and set your booking hours. The AI offers one or two real open times and books the one they pick. See [Booking](/docs/mintlify/leads/booking).

## Follow up a set number of times, then stop

One follow-up the next day catches people who got busy. After that, call them once yourself. Then stop. More texts than that start to feel like spam.

**In Sapt:** on your phone, tap **Shop** > **Automations** > **New automation** and pick **Missed call follow-up** or **Website request follow-up**. Each one waits a day, texts once if they have not replied, and tells you so you can call. Turn it on when it looks right. Your agent also has a daily limit under **Replies to one customer in a day, at most**.

Sapt never sends these follow-ups between 9 PM and 8 AM shop time. One that comes due then waits for the morning.

## Step in when it matters

Complaints, emergencies and anyone who asks for a person need you. The AI hands these to you instead of guessing.

**In Sapt:** the AI texts you when it steps back. When you or your team text a customer from Sapt, the AI stops texting them for a day. To keep it out of one conversation, use **Take over**. See [Hand-offs](/docs/mintlify/leads/ai-front-desk#when-the-ai-hands-off-to-you).

## Ask for the review after the job

Ask while the job is fresh, and ask once.

**In Sapt:** after the job, start **Review request** for the customer. On the web, find it at the top of their conversation, or under **More actions**. On your phone, open their details and tap **Start workflow**. Or, on your phone, add the **Thank them after the job** automation: it texts the review ask the day after a job is marked done, once per customer.

## Text only people who gave you their number

Text customers who called you, filled in your form or asked you to. Anyone can reply STOP to a text from your Sapt number to opt out, and the AI never answers a STOP.

## Example texts

Copy these and make them yours. Swap in your shop's name.

<AccordionGroup>
  <Accordion title="After a missed call">
    > Hey, it's Ridgeline Auto. Sorry we missed you. What can we help you with?
  </Accordion>

  <Accordion title="After a website request">
    > Hi Maya, Ridgeline Auto here. Got your request for the brakes. What day this week works best to bring it in?
  </Accordion>

  <Accordion title="Offering times">
    > We can take it Tuesday at 8 AM or Wednesday at 1 PM. Which works better?
  </Accordion>

  <Accordion title="Confirming the booking">
    > You're set for Tuesday at 8 AM, Maya. Reply here if anything changes.
  </Accordion>

  <Accordion title="One follow-up the next day">
    > Hi Maya, it's Ridgeline Auto. Still need a hand? Reply here and we'll get you taken care of.
  </Accordion>

  <Accordion title="Asking for the review">
    > Hey Maya, thanks for choosing Ridgeline Auto. Would you leave us a quick review? [https://www.example.com/review](https://www.example.com/review)
  </Accordion>
</AccordionGroup>

## Keep going

<CardGroup cols={2}>
  <Card title="Text back missed calls" icon="phone" href="/docs/mintlify/leads/missed-call-text-back">
    The first text, sent for you.
  </Card>

  <Card title="Set up the AI front desk" icon="robot" href="/docs/mintlify/leads/ai-front-desk">
    Let the AI answer, book and hand off.
  </Card>
</CardGroup>


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.