Common Questions about Automated Responses

What is the Automated Responses to Leads feature?

This feature is a new sales automation where we send a branded email to care seekers who have been matched to your home on Lottie via a shortlist enquiry. Auto-response encourages care seekers to make a direct enquiry to your care home. This means every enquiry you receive has expressed an interest in your home specifically.

How does the process work?

Once we identify the top matches in a care seeker’s shortlist, our automation will send a branded email to the care seeker on your behalf.

If multiple partners have Automated Responses switched on, emails will be sent at staggered times so that they don’t all land in the care seeker’s inbox at once. The care seeker will receive the emails in order of closest proximity to the location or post code they provided in their search.

The automated email ensures a guaranteed response to care seekers and encourages them to make higher-intent actions like requesting a brochure or making a direct phone enquiry

What does the email look like?

The automated email will closely reflect your care home’s branding, including:

• Your logo
• Your brand colours
• A headshot, name, and job title of a representative from your care home
• Email content curated by Lottie to ensure it’s informative and consistent
• A reference to Lottie, but the overall look aligns with your brand

What are the benefits of this service?

• Guaranteed responses to care seekers ensuring a smooth experience
• More time for your team to focus on supporting high-intent care seekers
• 45% improvement in conversion from lead to high-intent enquiry
• Cost savings as you will no longer be charged for shortlist leads

How will this affect my team’s workload?

This feature reduces the workload for your team. 

Responses will be automatically sent to those care seekers that your home has been matched to via the shortlist, meaning your team only needs to focus on responding to high-intent inquiries that we notify you about. This ensures your team’s time is spent on more valuable leads.

Can I customise the email?

Yes! The branding is customised with your logo, colours, and representative details. 

The email copy however is determined by Lottie. We will use multiple templates that we constantly optimise - you benefit from every learning we find!

Will I still get notified about the shortlist lead?

No - with Automated Responses switched on, you will no longer receive referral emails for shortlist leads and the care seeker details will no longer appear in your Partner Portal.

However, please be assured that when the care seeker goes on to make a higher-intent enquiry (direct request or call), you will be notified of this and their details will be visible in your Partner Portal.

Do I need to manage responses?

No, Lottie’s automation sends an email on your behalf. If a care seeker shows intent to move forward (e.g., they reply with questions or request a brochure), your team will be notified directly so you can follow-up.

What email address is it sent from?

We send all auto respond emails from care-enquiries@lottie.org and the sender is set to “Lottie Care Homes”.

Will the care seekers know this email is connected to Lottie?

Yes, although the email will reflect your care home’s branding, it will also reference Lottie as the platform that has facilitated the search and match. This helps build trust with the care seeker, as they’ll recognise Lottie from their search experience.

Is this service GDPR compliant?

Yes, all emails are sent only to care seekers who have explicitly consented to be contacted by Lottie and care home providers. We ensure that your communications are fully compliant with GDPR and other relevant data protection regulations.

How do I sign up for this feature?

Signing up is easy. Just reach out to onboarding@lottie.org, and we will guide you through the onboarding process, ensuring your branding and representative details are set up correctly for the email service.

Can I switch Automated Responses off in the future?

We can switch Automated Responses off at any point with 5 days notice.

Do I need to pay for this?

No - there is no additional charge for switching on our Automated Responses to Leads feature, and shortlist leads are free once you opt-in! We think it’s a win-win.