Responding to messages on Promptd
When a client messages you on Promptd, they have already done the choosing. Before writing, they typically browsed provider pages, compared specialties and availability, checked insurance details, and picked the person they want to work with.
A Promptd inquiry is not a cold or general lead. It is a warm, intentional request from a client who has already chosen you.
That changes what a good first reply looks like. The client is not asking to be screened or assigned. They are waiting to hear back from the provider they picked.
Three habits that win clients
We studied real conversations on the platform: the ones that turned into booked clients, and the ones that quietly fizzled. Three habits separate them.
1. Reply within 12 hours
Clients often write to more than one provider, and the first thoughtful answer usually wins. Aim to send your first reply within 12 hours. Even a brief acknowledgement keeps the conversation alive: "Thanks for reaching out. I'll confirm my availability tomorrow morning."
2. Keep it short
A first reply only needs to do three things: greet the client, answer their question, and propose a next step. That fits in two to five short sentences, about 250 to 500 characters, roughly the length of this paragraph. Longer replies read like form letters and are harder to respond to.
3. End with a question
A message that ends with a question is easy to answer. "Would daytime or evening sessions work better for you?" or "Do you prefer meeting online or in person?" gives the client an obvious next move and keeps the exchange going.
How response time works
Your page shows clients how quickly you typically reply, and your speed feeds your discovery score. Here is how it is measured:
- The clock runs in business hours. Replying within 24 business hours earns full points, and weekends do not count: a message received Friday evening and answered Monday morning still counts as fast.
- Providers who reply quickly earn the Responds quickly badge on their page.
- Your response rate is measured over your conversations from the last 90 days.
- Leaving a chat unanswered costs more than a slow reply: a new chat with no response after 5 business days counts as your slowest reply. Answer every new chat, even briefly, even when you cannot take the client on.
- Before your first conversations there is no penalty. You start with most of the points, and replying quickly to your first chats earns the rest.
Make the conversation count
Acknowledge their choice
The client reached out to a specific provider. Confirm that choice and respond directly about that person, whether that is you or a member of your team.
Offer a clear next step
If you are available, explain how to move forward. Keep it simple. Avoid restarting the intake process or asking again for information they already gave you.
Ask only for what you need
If you need more information, request only what is necessary: their contact details, a booking link, or one clarifying question. Do the coordination work on your end rather than placing it back on the client.
Stay on the platform
Avoid asking clients to write to a general email address. It creates friction, forces them to repeat themselves, and increases the chance they disengage. If you prefer to continue by email, ask for their contact info and reach out yourself.
If you cannot take them on, say so
A kind, prompt "I'm not taking new clients right now" is better for the client, and for your response rate, than silence. Clinics can use the built-in referral feature to recommend another clinician on the team: one click generates a personalized referral message you can edit before sending.
Answer the common questions before they are asked
Many first messages ask the same few things: fees, insurance, how sessions work. You can answer them once, on your page, in the section clients see as Good to know. Fewer repetitive questions, faster conversations. See Answering client questions.