Frequently asked questions
Frequently asked questions
Straight answers about how we work.
No. Our main service recovers and follows up enquiries, quotes, customers and contacts your business already has. We do not buy random contact lists or base the service on mass cold email.
Our main service works with enquiries, quotes, customers and contacts your business already has. We do not buy random contact lists or base the service on mass cold email.
We create a clear next action and can continue tracking whether the agreed call, appointment or quote happened. When nothing is recorded by the agreed time, the responsible person can be reminded.
Where practical, we can use records from your email, telephone, calendar or customer system. Staff can also confirm actions manually when they happen elsewhere. Where the right tools are connected, we can check whether a call, message, appointment or quote was recorded.
Not necessarily. Where included in the service, we can track whether the appointment happened, whether a quote was sent and whether the opportunity was won or lost.
Yes. We can politely ask whether the customer has questions, needs more time, wants to continue or is no longer interested.
The main Warm My Leads service is designed for people who have already enquired, received a quote, started a booking, become a customer or otherwise had a genuine relationship with the business.
No. You do not need to replace the tools you already use. We work alongside your existing phone, email, forms, and records to improve how enquiries are handled and followed up.
Yes. We support your existing team rather than replace them. Quick replies and follow-up can be handled consistently, while your people take over the conversations that need judgement.
Yes. Many projects start by fixing broken follow-up, incomplete records, and gaps between tools, building on what you already have.
Yes, when it is allowed. Lead Re-Warming checks consent and list quality first, then carefully gets back in touch with quiet enquiries, quotes, and missed-call records so you have another chance to convert them.
Customer Recall reminds previous customers about renewals, maintenance, and seasonal work at the right time. When someone wants to book, automatic reminders stop and a named person on your team takes over with the history.
Right-Time Customer Contact reaches customers when something relevant is happening: a service date is due, a renewal window opens, the weather turns, or another agreed trigger makes your offer useful. Messages stay short and practical, and when someone replies, automatic contact stops and a named person on your team takes over.
Before anyone is contacted we assess the list for usable details, duplicates, and restrictions. You approve contact hours, channels, and maximum attempts. Anyone who opts out is stopped across relevant channels and is not reactivated by later uploads. When a reply needs a person, automatic contact stops and staff take over.
Yes. We use the channels that fit your customers and your tools, such as email, text, phone or chat.
Yes. Your staff can take over at any time. If someone needs a person, asks something unusual, or the situation is sensitive, the conversation is passed to your team with the context they need.
We agree simple checks with you, such as service fit, location, urgency, and budget signs. These help your team decide who to call first; they do not blindly reject people.
Unclear cases go to a person to review, rather than being rejected or ignored. Automatic steps are there to help judgement, not replace it.
Yes. You approve the wording before anything goes live to customers. We share drafts for review and do not send live messages without your sign-off unless you ask us to.
We set sensible limits on how often someone is contacted, stop when they reply, honour opt-outs, and pause sequences when needed. Follow-up stays persistent but respectful.
Yes. Enquiries can be assigned by area, product, availability, workload, or existing ownership, and the right person is notified.
Yes. Enquiries can be sent to the right branch, with central reporting so head office can still see what is happening.
Yes. Postcode and region rules can decide who owns an enquiry and which calendar is offered. We also agree what happens when areas overlap or details are missing.
Often yes. We review your tools during discovery and connect them where it is practical and reliable.
We agree simple measures with you, such as old opportunities contacted, interested again, qualified opportunities, waiting for staff action, appointments completed, quotes followed up, sales won, value recovered and the main reasons opportunities were lost.
Yes. Many clients combine initial implementation with ongoing monitoring, optimisation, and support. Scope depends on internal capacity and how much you want managed externally.
Yes. Many businesses start with one issue, such as faster replies or missed-call follow-up, then add further improvements later once that is working well.
It depends on what needs setting up and how quickly decisions are made. A focused change can launch in weeks; a wider setup takes longer. We give a realistic timeline after we talk through your situation.
Pricing is based on what your business needs and how many enquiries you handle. After a short conversation we agree what should be set up and what it will cost – not a one-size-fits-all package.
We usually ask where enquiries come from, which tools you use, how your team is set up, roughly how many you receive, the main pain points, and what you want to improve. The short lead recovery review gathers this quickly.
Out-of-hours replies set clear expectations, capture key details, and make sure your team follows up when they return, by phone, text or email as needed.
Voice helpers suit structured tasks such as first checks, callbacks, confirmations, and simple FAQs. Complex, sensitive, or high-value conversations should go to a person with a clear handoff.
A good appointment meets your agreed fit, urgency, and readiness checks before calendar time is reserved. Booking without those checks often increases no-shows and wasted sales time.
Yes, when source details are recorded properly. We help you see which enquiries turned into conversations, bookings and sales, not just how many came in.
We collect only what is needed to help with your enquiries, limit who can see it, keep it only as long as agreed, and do not sell it. Consent and privacy choices are respected. Full details are in our privacy policy.
A structured look at new enquiries, old leads, unanswered quotes and how follow-up currently happens. Warm My Leads finds where opportunities may be getting missed and which improvements to prioritise before anything is built.
We watch key steps after go-live. If a reply, follow-up, or booking path stops working, we investigate, fix it, and tell you what happened. You can email hello@warmmyleads.com any time and we will treat it as a priority.
Your contacts, enquiries, customer records and business information remain under your control. Warm My Leads does not claim ownership of them and does not obtain the right to use them for its own sales, advertising or unrelated purposes.
Your business decides:
• Which information is provided
• Which people may be contacted
• What the information may be used for
• What messages may be sent
• When contact must stop
• When your team should take over
• How long the information should be retained, subject to the agreement and any legal requirements
Warm My Leads uses the information only to provide the services you have instructed us to carry out. We may make practical day-to-day decisions about how to operate the service, but we do not independently decide to use your customer information for another purpose.
When the service ends, your information is returned or deleted in accordance with the agreement, except for limited information that must be retained for a legal, security or suppression purpose.
We keep customer information only for as long as it is needed to provide the agreed service, meet our contractual responsibilities, maintain necessary records or comply with a legal requirement.
The exact retention arrangements will be set out in the agreement or data-processing terms. They may differ depending on the type of information involved.
While the service is active, we may need to retain:
• Contact details supplied for follow-up
• Relevant enquiry or customer history
• Messages and replies
• Contact preferences and requests to stop
• Campaign and handover records
• Records showing what action was taken
• Limited security, billing and audit information
When information is no longer required, it is deleted, anonymised or placed beyond normal use in accordance with the agreed retention process.
We may retain a minimal suppression record when someone has asked not to be contacted. This allows us to respect that request and prevents the person from being accidentally contacted again. We do not use that suppression record for further marketing.
You can ask us to delete information that we process for your business, subject to the agreement and any legal reason that requires limited information to be retained.
When an approved deletion is carried out:
1. The information is removed from active systems used to provide the service.
2. Access to the information is removed from authorised users.
3. Any connected subprocessors are instructed to delete or return the relevant information where required.
4. Copies in normal backups are removed through the normal secure backup-retention cycle or placed beyond operational use.
5. A limited record may be retained where necessary to prove that the deletion was completed, meet a legal obligation or ensure that a person who opted out is not contacted again.
We will confirm what has been deleted, what limited information must remain and why.
If the request relates to an individual customer rather than the whole client account, we will assist the client in dealing with the request. The client remains responsible for deciding whether the request should be accepted because it normally controls the purpose for which the information was collected.
When our work together ends, we stop using your contacts and customer information to provide the service.
The termination process normally includes:
• Stopping active campaigns and planned follow-ups
• Preventing new messages from being sent
• Completing or safely closing conversations already in progress
• Revoking our access to your mailbox and connected systems
• Providing an agreed export of relevant information where requested
• Returning or deleting information in accordance with the agreement
• Instructing relevant subprocessors to delete or return information where required
• Retaining only information that must remain for legal, contractual, security or opt-out purposes
We do not keep using your contacts for our own sales or transfer them to another customer.
Before the account is closed, we will confirm any information the customer wants returned, any open conversations requiring handover and the agreed deletion process.
The commercial notice period, final payment obligations and exact closure timetable will be governed by the signed service agreement.
Yes, we can consider signing an appropriate confidentiality agreement before you share sensitive business or customer information.
You may provide your own NDA for review, or we can provide our standard confidentiality wording where available. Depending on the circumstances, the agreement may be one-way or mutual.
An NDA can cover matters such as:
• Customer and prospect information
• Pricing and commercial information
• Internal processes
• Business plans
• System information
• Login or connection information
• Messages, scripts and campaign materials
• Information learned while providing the service
An NDA protects confidential information, but it does not replace the service agreement, privacy notice or data-processing agreement. Those documents separately explain how personal information may be processed, protected, retained and deleted.
We will not ask you to share live customer information until the necessary agreements and access arrangements have been approved.
Before Warm My Leads processes personal information on your behalf, the responsibilities of both businesses should be recorded in writing.
This will normally include a data-processing agreement or suitable data-processing clauses within the main service agreement.
The agreement will explain:
• What information will be processed
• Whose information is involved
• Why it is needed
• What Warm My Leads is instructed to do
• How long the processing will last
• Who may access the information
• What confidentiality and security measures apply
• Whether subprocessors are involved
• How individual privacy requests are handled
• How security incidents are reported
• What happens to the information when the service ends
• How compliance may be reviewed
Your business is normally responsible for deciding why its enquiries and customer records are used and ensuring that it has an appropriate basis for that use. Warm My Leads is normally responsible for following the documented instructions and protecting the information while providing the service.
We will raise any instruction that appears to conflict with the agreement or applicable data-protection requirements rather than simply proceeding.
You can request an export of relevant information held for your Warm My Leads service.
Depending on what is available and included in your service, the export may include:
• Contacts supplied by your business
• Contact status
• Messages and replies
• Dates of contact
• Opt-out records
• Interested opportunities
• Handover information
• Appointments or next steps recorded
• Known outcomes
• Campaign results
We will provide the information in a reasonable, commonly usable format agreed with you, such as CSV or another appropriate export format.
Some connected systems may store the original information themselves. For example, full email conversations may remain in the business mailbox rather than needing to be copied into a separate export.
Exports will only be provided to an authorised person. We may need to confirm the requester’s identity and authority before releasing customer information.
Before contract termination, we recommend agreeing:
• What information must be exported
• The required format
• Who is authorised to receive it
• How it will be transferred securely
• When access to the service will end
An export does not automatically include Warm My Leads’ internal software, confidential operating methods, security information or information belonging to another customer.
Messages are normally sent through a business mailbox connected or approved by the customer. This allows customers to recognise the sender and keeps the conversation visible within the business’s normal email environment.
Where the email provider supports it, the mailbox should be connected using a secure authorisation process rather than asking the customer to send us their password.
We request only the access needed to provide the agreed service. Depending on the setup, that may include permission to:
• Send approved messages
• Read replies to managed conversations
• Recognise when someone has responded
• Stop scheduled follow-ups
• Keep the conversation history connected
• Identify delivery failures
• Pass interested replies to the customer’s team
We do not need permission to read or use unrelated emails unless broader access is technically necessary and has been clearly explained and approved.
Mailbox access is limited to authorised systems and people. It can be revoked when requested or when the service ends.
The customer should not send passwords by ordinary email. If a connection needs to be established, we will provide the approved connection process.
A direct connection to your CRM is not always required.
The simplest starting option may be an approved export containing only the contacts and information needed for the agreed work. Where a direct connection would provide a better service, we will first agree exactly what access is required.
Depending on the approved setup, CRM access may allow Warm My Leads to:
• Read selected enquiries, quotes or customer records
• See the status and history needed for relevant follow-up
• Record messages, replies or outcomes
• Update agreed follow-up statuses
• Create an assigned task or handover
• Check whether a call, appointment or quote was completed
• Prevent duplicate or inappropriate contact
We use the minimum access reasonably needed. We do not change unrelated records, delete customer information, alter financial information or access sections of the CRM that are not required unless this has been specifically agreed.
The customer remains able to restrict, pause or revoke the connection. Any actions Warm My Leads is permitted to take should be written into the onboarding instructions and data-processing agreement.
When the service ends, our CRM access is revoked and relevant information is returned or deleted according to the agreed termination process.
We use technical and organisational measures designed to protect customer information against unauthorised access, accidental loss, inappropriate alteration or disclosure.
Depending on the system and service involved, these measures may include:
• Access limited to authorised people and systems
• Individual user accounts rather than shared access
• Strong authentication
• Access permissions based on job responsibilities
• Secure connections when information is transferred
• Protection of stored information
• Activity and error logging
• Controlled backups
• Software and server maintenance
• Confidentiality obligations
• Staff access removal when no longer required
• Incident-reporting and response procedures
• Regular review of access and connections
• Data minimisation, so only necessary information is used
No system can honestly be described as completely risk-free. Our responsibility is to use appropriate safeguards, limit access and respond properly if a security issue occurs.
If we become aware of a personal-data breach affecting information processed for a customer, we will notify the responsible customer contact without undue delay and provide the information reasonably available to help them assess and respond to it.
We can provide further information about the relevant safeguards during the review or contracting process, subject to not disclosing details that would weaken security.
Warm My Leads may use carefully selected service providers to help deliver parts of the service. These are sometimes called subprocessors.
Examples may include providers used for:
• Secure hosting
• Email connectivity or delivery
• Data storage
• Backups
• Customer communications
• Monitoring and security
• Business-support systems
A subprocessor may only receive the information and access needed to perform its particular function. It is not permitted to use customer information for its own unrelated purposes.
Where required, we put written terms in place requiring the subprocessor to provide data-protection safeguards equivalent to those applying to Warm My Leads.
Our customer agreement will explain whether the customer gives specific approval for each subprocessor or general approval for an authorised list. Where general approval is used, customers will be informed of material additions or replacements and given the opportunity to raise a reasonable objection in accordance with the agreement.
We maintain a current subprocessor list showing, where appropriate:
• The provider’s name
• What service it supplies
• What type of information it may process
• Where the processing takes place
• Any relevant international-transfer arrangements
The list can be provided during the contracting process and updated when suppliers change.
Warm My Leads remains responsible to the customer for ensuring that its subprocessors comply with the data-protection duties placed on them through our agreement.