We’re excited to introduce HomeLight Pulse, a new system designed to help you boost connection rates and book more meetings with your referrals
What's Changing?
To create better client experiences and ensure fairness, you’ll now receive the client’s contact information only after you’ve successfully connected with them (i.e., had a live phone conversation). This allows us to reduce duplicate outreach from multiple agents and gives each agent a cleaner shot at connecting.
We’ve also implemented safeguards to avoid overwhelming clients:
- If two agents try to call the client around the same time, we enforce a 5-minute “soft block” between calls to prevent back-to-back outreach.
- If the client is still unclaimed after the cooldown, you’ll be notified when it’s your turn to call.
Smarter Follow-Up Process
If you don’t connect on the initial call, the referral will enter a follow-up cadence:
- You’ll receive 2 daily reminders (morning + afternoon) to follow up with the client for up to 10 days—or until you connect with the client, or the client has a meeting scheduled with any agent.
- If two follow-ups are missed, the client will be reassigned to another agent to ensure timely outreach.
- Notifications are skipped if you’ve already called the client within 2 hours of the scheduled reminder—so you won’t be pinged unnecessarily.
- You can reschedule individual reminders within the same morning or afternoon to fit your availability.
- You can also set your preferred time for all morning and afternoon follow-ups in Settings > Referral Follow-up Reminders. This will override the HomeLight default times.
- HomeLight’s default follow-up times are automatically varied each day to help you reach the client at different times—boosting the odds they’ll pick up.
- You can view your active follow-ups directly in your mobile app dashboard—making it easy to see who to call next. (Download the HomeLight mobile app on iOS | Android)
- You’ll stop receiving follow-up reminders as soon as you connect with the client or if any agent schedules a meeting—whichever comes first.
This system is designed to increase your connection rate, prevent client fatigue from excessive calls, and help ensure no good lead goes to waste.
FAQs
Why am I not receiving the contact details even after claiming the referral?
You’ll receive the client’s contact information only after you connect with the client (i.e., have a live phone conversation). This helps reduce duplicate outreach from multiple agents and improves the client experience.
What if I miss a follow-up?
If you miss a follow-up reminder, you'll still receive the next scheduled reminder unless you’ve already connected with the client or the client has a meeting scheduled. However, if you miss two follow-up reminders, the referral will be reassigned to another agent.
What if I miss a scheduled follow-up time but I do reach out before the next scheduled time?
That’s okay—calling the client before the next follow-up will still count towards the previous one.
Can I call the client to follow up with them before receiving the notification to follow up?
Absolutely! If you call the client within 2 hours before the next scheduled follow-up, the system will skip that upcoming reminder to avoid unnecessary nudges.
Can I schedule my own follow-up times?
Yes. You can reschedule individual follow-up times within the same morning or afternoon, or set your preferred times for all morning and afternoon follow-ups in Settings > Referral Follow-Up Reminders. These preferences override the HomeLight default times.
I will be on vacation. What happens to my leads which I am unable to follow up with then?
If you know you’ll be unavailable, we recommend pausing your lead notifications by going to Settings > Vacations Settings and enabling I’m on vacation. If you do miss two follow-ups while you’re away, the lead will be reassigned to another agent and you’ll need to contact support to assist.
Can I only follow up through the HomeLight platform?
Yes. All follow-up activity must go through the HomeLight platform (web or mobile app) so we can track connection attempts and give you credit for your outreach.
Why does follow-up have to be a call and not a text or email?
HomeLight Pulse is designed to ensure live conversations with clients, which lead to the highest meeting and conversion rates. Texts or emails alone aren’t sufficient for confirming connection.
What if the client calls me back? How do I update the system?
If the client returns your call through your HomeLight number and you have a live conversation, the system will automatically update your stage to Connected and you will receive the client contact information.
How is my response time measured with this process?
Your Speed to Lead is measured based on how quickly you attempt your initial claim call after receiving the referral notification. Subsequent follow-ups are not factored into Speed to Lead.
Does it count against me if the client never responds to my outreach?
No, as long as you’re actively making your follow-up calls, it won’t count against you. You’ll only lose the lead if you miss two scheduled follow-ups without attempting contact.