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

DMs, comments, and story replies land in one prioritized queue across Telegram, Instagram, and Messenger. WhatsApp is coming soon.

Last updated: 2026-09-24

- 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** (SetLuca). New DMs, comments, and story replies arrive in one place, ranked by how close each lead is to buying.
3. **Drafts follow immediately** (SetLuca). The moment there's a reply ready, it goes out on its own, checked against their history, or flows into your review queue first on a channel set to review.
4. **You check the ones that need you** (you). On any channel set to review, approve, edit, or skip. SetLuca orders the queue so the leads closest to buying are the ones you see first.

## The front door, wide open and sorted.

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

### Every surface, one queue

Telegram, Instagram, and Messenger messages land in one queue, one thread per person. WhatsApp is coming soon. Each channel adds its new messages after connection.

- 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 to the top
- Questions you'd ask on a discovery call

### Nothing lost in the gaps

SetLuca keeps images and files with the conversation, so a lead who sends a screenshot instead of typing still stays a lead.

- Comments, story replies, and DMs together
- 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 businesses 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 screenshot lead

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

It's stored with the conversation and answered like any other message, so a lead who sends a screenshot stays a lead.

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

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 someone 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 SetLuca asking again.

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

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

| Channel | What lands in the queue | What SetLuca 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 (coming soon) | Messages, images, video, 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 |

WhatsApp is coming soon. Its connection will need to respect Meta messaging windows and approved templates.

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

Several 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?

New comments can open a lead record and stay with later messages from that person.

### Is there a deadline on replying?

On Instagram and Messenger, Meta's 24-hour messaging window applies, and SetLuca honors it. WhatsApp is coming soon and will need to follow Meta messaging windows and template rules. Telegram has no window.

### 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 your connected channels 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 SetLuca 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.** SetLuca keeps images and files with the conversation.
- **Flow.** Inbound leads get a drafted reply the moment there's enough to answer. It sends right away on auto-send, or flows into your review queue if that channel is set to review.
- **Plans.** Included on every plan. What changes between plans is how many replies a month you get, plus what Starter leaves out: Writing style tuned weekly from your newest DMs and Follow-ups that win back ghosted leads. Channel availability is the same 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 if you've switched that channel to review. A lead moves from inbound the moment there's a draft ready, whether it sends right away or waits for you.

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

One lead. New comments and DMs from one person stay on one lead record, so qualifying answers carry over instead of SetLuca asking again. The story reply, the comment, and the DM land in one queue, one thread per person. Old conversations from before you connected are not brought in.

### 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 screenshot instead of typing?

SetLuca keeps images and files attached to the thread, so the conversation stays whole. A lead who sends a screenshot instead of typing still gets answered like anyone else. That's the kind of message that usually sits unanswered in a busy inbox. Here it is stored with the conversation and ranked in your queue with the rest.

### Which plans include inbound?

Included on every plan. What changes between plans is how many replies a month you get, plus what Starter leaves out: Writing style tuned weekly from your newest DMs and Follow-ups that win back ghosted leads. Channel availability is the same 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).

## Other features

- [Writing style](/features/voice.md): Replies written the way you write, learned from your own replies
- [Review queue](/features/review-queue.md): Read replies first on any channel you choose
- [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, and Messenger live; WhatsApp coming soon
- [Comment-to-DM](/features/comment-to-dm.md): Instagram comment-to-DM, live
- [Automations](/features/automations.md): Describe a rule once, then let it run
- [Broadcasts](/features/broadcasts.md): Campaigns to the leads you choose
- [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): Calendars, webhooks, REST API, and MCP