Unlike the instant text, the first automated email is typically timed to arrive within hours of a form submission — it's a longer-format follow-up that supports your phone call.
1
Expect the first email within the first few hours
After a lead submits your form, the first automated email typically goes out within a few hours of submission — often the same day. The text fires almost immediately; the email follows shortly after as a more detailed welcome that gives the lead something to read at their own pace.
2
Understand what the email does
The first email is designed to warm the lead up and give them information about the practice — services offered, a note from the doctor, or a call-to-action to book their free consultation. It's typically branded to your practice and configured by Vitality during your account setup. You can ask your Vitality account manager to share the email template if you want to review the exact content.
3
Verify it sent in the Conversations tab
Open the lead's pipeline card and click Open in Conversations. Switch to the Email filter in the conversation view to see only email threads. The automated email will appear there with the sent timestamp. If it's missing, contact your Vitality account manager — the email trigger may need to be checked.
4
Don't wait for the email — make the call first
The automated email is a support channel, not your primary outreach. Your phone call should happen within 5 minutes of the form submission, long before the email lands in their inbox. Think of the email as a follow-up resource in case they don't answer the phone, not as step one.
Important: Some leads use a personal email address that routes to spam or a folder they rarely check. Don't assume no response to the email means no interest — always attempt a phone call before writing a lead off.