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Yelp – Quote Reply & Lead Handling SOP

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Why Yelp Speed Matters (Very Important)

  • The faster we respond, the higher we rank on Yelp

  • Faster responses = more visibility + more leads

  • Our goal is to respond as close to real-time as possible

Yelp Access & Logins (Updated)

  • Each team member has their own Yelp login

  • Yelp supports user-based access (no shared logins)

  • Each location has its own inbox

    • Always confirm you are viewing the correct location inbox

Yelp Ads Note

  • Castro Valley is the ONLY location running Yelp Ads

  • Leads coming into Castro Valley may show source as “Yelp Ads”

🚨 2026 Process Update – Important

Yelp initial replies and SMS are now automated.

Sales is responsible for:

• Monitoring Missive (Yelp replies)
• Monitoring GHL Conversations (SMS replies)
• Taking over once engagement begins
• Closing the job

Do not send duplicate initial replies or duplicate SMS.

Handling Yelp Leads – Required Process

1. Automated Immediate Response (Updated 2026)

As of January 2026, initial Yelp replies are handled by automation.

When a Yelp lead comes in:

• An automatic reply is sent directly inside Yelp
• Message is short and platform-native
• No unsubscribe footer
• This protects ranking and avoids spam appearance

🚨 Sales does NOT send the initial message manually.

Your responsibility begins once the client responds.

Phone Numbers from Yelp (Important Clarification)

  • Some Yelp leads include a temporary Yelp phone number

  • This number:

    • Is assigned by Yelp to protect client privacy

    • Works for calls AND SMS

    • Routes directly to the client while hiding their real number

How to Use It

  • You CAN and SHOULD:

    • Add this number to MaidCentral

    • Call and text it

  • Once the client shares their real phone number:

    • Update MaidCentral

    • Update GoHighLevel (GHL)

      GHL only auto-updates for new contacts/leads, not existing ones

SMS + Yelp Messaging (Updated 2026)

If Yelp assigns a temporary phone number:

• Automation sends an SMS through GoHighLevel
• No manual texting is required

Do NOT send duplicate SMS messages.

If the client replies:

• SMS replies appear in GHL Conversations
• Yelp replies appear in Missive

Sales must monitor both.

Quote Conversation Flow (Recommended)

Message 1

Hi ___,
I’d be happy to send a quote for your 3 bed / 2 bath home 😊
Do you know the approximate square footage?

Message 2

Is the home currently furnished or empty?

Internal Note: