Threads, leads, and messages from strangers
REHL tries to match every conversation to a lead, but plenty of mail is from someone who is not in your CRM. Those threads are real and they stay in your Inbox.
How a thread finds its lead
When a new conversation starts, REHL looks for a lead in your brokerage with the same email address, or a phone number that matches. Found one, the thread is attached to that lead and shows their name and temperature. Found none, the thread is still created, just without a lead.
Threads with no lead
This is normal. Vendors, other agents, title companies, and anyone who has not filled in a form on your site all arrive this way. The thread works like any other, with one difference that matters: REHL refuses to send until the thread has a lead, since there is nowhere to check consent. It says so in the thread rather than looking like it sent, and your draft is kept. Use Add as Lead on the thread to create one from the sender's details. You can also just reply: if a lead with a matching email or phone already exists, REHL attaches it the moment you hit send.
When the temperature chip shows
Only when the thread has a lead AND that lead has been scored. A brand new lead with no signals yet shows no chip. Nothing is broken; there is just no score to show.
One person, more than one thread
Email and text are separate threads for the same person, because they are separate conversations. If your brokerage gives agents their own texting numbers, someone texting two different agents gets a separate thread with each, so neither agent is reading the other's conversation.
If a thread had no lead and you later add one with the same address, replying to that thread reconnects it automatically. You do not have to start over.
Need more help? Contact support.