# The lead closest to buying is the one you answer first.

Every DM, comment, and story reply lands in one queue, qualified and prioritized as it arrives. The lead closest to buying is always the one you answer first.

Last updated: 2026-08-23

- Every surface, one queue
- Ranked by who's closest to buying
- On every plan

## From every surface to one prioritized queue.

The setup is the channel connection you already made. Inbound gathers, qualifies, and ranks the rest.

1. **Connect your channels** (you). The same connections that draft replies feed inbound. Every surface you connect joins the one queue.
2. **Leads land, qualified and ranked** (Luca). Every DM, comment, and story reply arrives in one place, ranked by how close each lead is to buying, with the reason shown. The order updates again as they answer your questions.
3. **Drafts follow immediately** (Luca). The moment there's a reply to approve, the lead flows into your review queue with a draft in your voice, checked against their history.
4. **You answer the ones that matter** (you). Approve, edit, or skip. Luca orders the queue so the leads closest to buying are the ones you see first.

## The front door, wide open and sorted.

Most coaches lose leads in the gaps: the comment nobody saw, the story reply that sat there, the voice note that never got answered. Inbound closes the gaps and ranks what comes through.

### Every surface, one queue

DMs, comments, and story replies across every connected channel land in one place: one lead, one thread, no inbox you're forgetting to check. The lead who comments and then DMs is the same person, with the same history.

- DMs, comments, and story replies in one queue
- One lead, one thread, across channels
- No surface a lead can slip through

### Ranked by how close they are to buying

Arrival order and buying-readiness are different things, and the queue sorts by the second one. As a lead answers your qualifying questions, their spot updates right away, and every card carries the reason for its rank.

- Ranked by who's closest to buying, no matter when they arrived
- Every card shows the reason for its rank
- Re-ranks the moment a lead qualifies

### Qualification as they talk

As a lead answers your qualifying questions in conversation, their record updates live. The moment someone clears the bar, they move up the queue and closer to your calendar, without you re-reading the thread.

- Qualification updates in real time
- Cleared leads rise automatically
- Questions you'd ask on a discovery call

### Nothing lost in the gaps

Luca transcribes voice notes so replies answer them, and keeps images and files with the conversation. A lead who sends a screenshot instead of typing, or talks instead of typing, still stays a lead.

- Voice notes transcribed to text
- Images and files kept with the thread
- Every format stays answerable

## Three leads that slip through most front doors.

Each one is a lead most coaches lose to an inbox they weren't watching. Inbound catches all three.

### The 11pm story reply

A lead replies to your story at 11pm, when you're not watching.

It's in the queue with a drafted reply by morning, instead of sitting in an unread tab until you happen to notice.

### The qualified lead who'd wait

Someone answers goal, budget, and timeline while five 'hey' leads queue ahead of them by arrival time.

Qualification re-ranks the queue: the ready buyer moves to the top with the reason shown, and gets answered before the tire-kickers.

### The voice note lead

A lead sends a voice note instead of typing. It's the kind of message that usually goes unanswered.

It's transcribed, stored with the conversation, and answered like any other message, so a lead who talks instead of types stays a lead.

## Four inboxes and a prayer, versus one queue that sorts.

With channels growing, leads arrive on every surface. A message that lands somewhere you're not watching is a lead you lose.

### Scattered inboxes

- The quiet surface is the leak. The story reply that arrived at 11pm sits unseen until the next day. By then, the lead has moved on to a coach who answered.
- Answers newest first, even when a closer lead has been waiting. The lead who just said 'hey' gets answered before the one who answered goal, budget, and timeline an hour ago.
- The same lead, three strangers. A comment, a DM, and a story reply open three tabs and three conversations, with nobody connecting that it's one person about to buy.

### One inbound queue

- Every surface lands in the same queue. The story reply, the comment, and the DM all land in one queue, one thread per person, with nothing waiting in an inbox you forgot.
- Closest to buying gets answered first. The qualified lead sits on top with its reason visible; the 'hey' lead waits its turn without blocking the revenue.
- One person, one history. The commenter who then DMs is the same lead with the same context, so qualifying answers carry over instead of Luca asking again.

## What lands in the queue, channel by channel.

Every connected channel feeds the same queue. What each one carries in, and what Luca can send back, is set by the platform rather than by us.

| Channel | What lands in the queue | What Luca can send back |
| --- | --- | --- |
| Instagram | DMs, comments on posts and reels, story replies, and story mentions | A DM, a private reply to a comment, or a public reply on the post |
| WhatsApp | Messages, images, video, voice notes, documents, stickers, locations, and button taps | A freeform reply inside the 24-hour window, an approved template outside it, or interactive buttons |
| Messenger | Messages and their attachments | A freeform reply inside the 24-hour window |
| Telegram | Messages and their attachments | A reply, with no platform window to work around |

New Instagram connections spend at least 7 days where you approve every reply before anything can send on its own.

## The parts of a front door nobody thinks about.

Four channels, several surfaces each, and one person who might use three of them. These are the questions that decide whether a lead survives that.

### Why is arrival order the wrong order?

Because it treats a one-word hey and a lead who named a budget as the same message. Answering an inbox top to bottom means the person closest to buying waits behind five people who were faster to type. The cost of that is invisible, which is why it goes on for years.

### What happens to someone who only ever comments?

They become a lead anyway. A comment from a person who has never sent you a DM still opens a record, with the post it came from attached. When they do open a thread later, the history is already there, so the conversation starts from what they said rather than from nothing.

### Is there a deadline on replying?

On Instagram, Messenger, and WhatsApp, Meta allows a freeform reply for 24 hours after the lead's last message. After that, WhatsApp needs an approved template. Ranking the queue by decision closeness is partly about that clock: the leads worth answering get answered inside it.

### What happens to a lead after you answer it?

The record keeps going. Qualification updates every time they tell you something new, so their place in the queue moves with them. A lead who goes quiet gets picked up by follow-ups, and a lead who clears your bar gets offered real times on your calendar.

## The details, for people who want them.

What arrives, how it's ranked, and where it goes next.

- **Surfaces.** DMs, comments, and story replies across every connected channel land in one queue.
- **Identity.** One lead per person, with history carried across channels so nobody gets asked twice.
- **Message routing.** The router sorts every message into one of 8 kinds: new lead, follow-up, support, spam, thanks, objection, booking question, or unsubscribe. Each carries a confidence score, and Luca flags a low-confidence message for you.
- **Ranking.** Ordered by how close each lead is to buying, with the reason on each card. Re-ranks as leads qualify.
- **Qualification.** As a lead answers goal, budget, and timeline, the qualifier scores intent as high, mid, low, objection, or ambiguous, and extracts the objection when there is one.
- **Media.** Luca transcribes voice notes before the qualifier and drafter read them, and keeps images and files with the conversation.
- **Flow.** Inbound leads flow into the review queue the moment there's a draft to approve.
- **Plans.** Included on every plan. What changes between plans is how many messages a month you get, plus what Starter leaves out: Voice tuned weekly from your newest DMs and Follow-ups that win back ghosted leads. All four channels are on every plan.

## Questions

### What's the difference between inbound and the review queue?

Inbound is where new leads arrive, get qualified, and get ranked. The review queue is where drafted replies wait for your approval. A lead moves from inbound into the queue the moment there's a draft ready for you to look at.

### If someone comments and then DMs me, is that two leads or one?

One. Luca keeps the history under a single record, so a person who comments on your post and later messages you is recognized as the same lead, not two strangers in two inboxes.

### How does it decide who gets answered first?

By how close they are to a decision, not by when they messaged. As a lead answers your qualifying questions in conversation, their spot in the queue updates in real time, and every card shows the reason for its rank, so the order isn't a mystery.

### What happens if a lead sends a voice note or a screenshot instead of typing?

Luca transcribes the voice note so the reply answers what was actually said, and keeps images and files attached to the thread. A lead who talks instead of types still gets answered like anyone else.

### Which plans include inbound?

Included on every plan. What changes between plans is how many messages a month you get, plus what Starter leaves out: Voice tuned weekly from your newest DMs and Follow-ups that win back ghosted leads. All four channels are on every plan.

## Try it

Every lead lands in one queue, ranked. Connect your channels and every DM, comment, and story reply arrives in one prioritized queue, with qualification updating as they talk.

[Start free for 7 days](https://app.setluca.com/signup). Plans and prices are on the [pricing page](/pricing.md). SetLuca is the company behind Luca.

## Other features

- [Your voice](/features/voice.md): Replies that sound like you, learned from your DMs
- [Review queue](/features/review-queue.md): You approve every send. Auto-send is opt-in
- [Follow-ups](/features/follow-ups.md): Win back the leads who ghost
- [Booking](/features/booking.md): From DM to booked call on your calendar
- [Channels](/features/channels.md): Telegram, Instagram, Messenger, WhatsApp in one queue
- [Comment-to-DM](/features/comment-to-dm.md): Turn post comments into qualified DM conversations
- [Automations](/features/automations.md): Build the follow-up flow once, then let it run
- [Broadcasts](/features/broadcasts.md): One campaign to every lead who's a fit
- [Ask Luca](/features/ask-luca.md): Your business questions, answered from your own data
- [Lead memory](/features/lead-memory.md): Every lead's history, remembered across channels
- [Analytics](/features/analytics.md): Know what's working before your gut does
- [Integrations](/features/integrations.md): Your CRM stays current, synced both ways