Business· Help center

Help center › Marketing

How to hand warm leads to your team straight away

Marketing → Forms & QR → Warm leads. Set the questions your website chat asks and what makes a lead warm; Otto gives each warm lead to the next person, in turn, and emails them.

Updated 2026-10-28

Otto answers inquiries around the clock on your website chat, forms and phone line. Warm leads makes sure the ones ready to buy reach a person while they're still warm. Only an owner or admin can change it.

Steps

  1. Open Marketing → Forms & QR and the Warm leads tab.
  2. Under Questions your website chat asks, write up to three, for example "What's your budget?" and "When do you need it done?". The chat asks them beside the visitor's name and email. Forms ask their own fields.
  3. Under Warm when the answers mention, list words that mean a lead is ready, separated by commas, for example: this week, ASAP, ready.
  4. Optionally, under Or the lead score is at least, give a lead score from 1 to 100.
  5. Tick the people under Who takes warm leads, in turn.
  6. Press Save, then switch on Route warm leads.

What happens to each new lead

  • A warm lead is given to the next person in turn: they're set as the lead's owner on its card, the lead is tagged warm, a notice says so, and that person gets an email telling them to reply.
  • A lead that's not warm yet gets a note saying so, and nobody is assigned.
  • A lead someone already owns is never taken from them.

Every lead's card has a note saying whether it was warm and why, for example "said 'this week'".