Define the conversion before starting follow-up
Agree which enquiries qualify for follow-up and what counts as success. A delivered message, an answered call, a booked meeting and a sale are different events. Keep the original lead source and the CRM record identifier so each outcome can be traced to the enquiry.
Calculate rates using the same group of leads
Appointment booking rate = leads with a booked appointment divided by eligible leads in the same completed observation window. For example, 20 booked appointments from 100 eligible leads is a 20% booking rate. This is an illustrative calculation, not a Conversion24 result. Deduplicate resubmissions and report leads still inside their follow-up window as pending.
Return useful outcomes to your CRM
Agree the return fields before launch: no response, replied, booked, not interested, opted out or human handoff. Preserve lead ownership when a record changes stage. Compare attendance and sales separately so a higher booking rate does not hide poorer appointment quality.
Use case evidence in its original context
The published Sonova case describes approximately 74% of hearing-test leads booked into store appointments with automation and human support. It is evidence from that service context, not a website conversion rate or a forecast for another business. Read the Sonova case and its scope.
Does a WhatsApp click count as a converted lead?
A click shows intent to open WhatsApp. Confirm a reply, an appointment or a sale in the appropriate system before counting that business outcome.