Angi Leads Pro — Customer Service Guide for Contractors

Overview: what “Angi Leads Pro customer service” means in practice

Angi Leads Pro is a marketplace that delivers verified homeowner requests to contractors as pay-per-lead or subscription opportunities. From a customer-service perspective this term covers three things: the support Angi provides to businesses (onboarding, disputes, account management), the operational service level you must provide in response to leads (response time, verification steps), and the interaction policies that determine refunds or credits when a lead is invalid. Understanding all three reduces wasted spend and increases conversion rates.

Expect to work with two distinct support channels: the in-dashboard Help/Support flow at pro.angi.com and your assigned account representative (if you have one). Companies that treat Angi leads like a live inbound channel—answering within minutes and documenting each interaction—consistently outperform those that treat leads like email marketing.

Onboarding and account setup (what to prepare and timelines)

Typical onboarding takes 48–72 business hours for basic account activation and up to 5–10 business days for full profile verification and prioritized lead routing. Be ready to upload these documents immediately: business license, liability insurance declaration (general liability limits usually 1M/2M), W-9 or tax ID, and 3–5 reference project photos. Incomplete profiles delay lead delivery and can increase lead rejection rates by 20–40%.

Schedule an onboarding call via the Pro dashboard within the first 5 days to establish your geographic ZIP codes, service categories (e.g., plumbing, HVAC, roofing), scheduling windows, and preferred lead filters. During that call request a clear SLA from your rep: expected lead volume per week, typical lead price range in your ZIP codes, and escalation path (in-app ticket vs. direct rep email). Document the rep’s name and promised metrics in your CRM.

Lead delivery, tracking, and key SLAs

Leads arrive in real time with a Lead ID, homeowner phone, email, short description, and often photos or request time windows. Industry best practice: answer “hot” leads within 15 minutes and confirm appointment availability within 60 minutes. Benchmarks: paid lead conversion for home services averages 8–15% across categories (plumbing and electrical often at upper end; large-ticket trades like roofing lower but higher job value).

Implement a tracking flow: import each lead into your CRM with the Angi Lead ID, timestamp first contact attempt, record call durations and outcomes, and attach photos/screenshots. If your team misses the 15-minute window, make at least two documented contact attempts (phone + SMS or email) within 24 hours to preserve dispute rights and to show Angi the lead was worked.

Pricing, billing, and dispute resolution mechanics

Angi’s marketplace pricing varies by category, ZIP code, and complexity: expect a rough market range of $30–$400 per lead. Typical residential small jobs (e.g., drain cleaning) run $30–$80; larger projects (roof replacement, HVAC installs) commonly cost $150–$350 per lead. Your real CPC (cost-per-conversion) depends on conversion rate: at 12% conversion a $150 average lead price yields an acquisition cost of approximately $1,250 per booked job (8.3 leads needed per booking).

Dispute resolution requires evidence. Prepare to submit within 48–72 hours (best practice) the following: call recordings or phone carrier logs showing no contact, SMS screenshots, dated photos proving ineligible property or completed work, and appointment cancellation emails. Open in-app disputes through the Lead ID page at pro.angi.com; if unresolved after 5–7 business days escalate to your account manager with a single consolidated packet of evidence. Keep timestamps and file names consistent to avoid processing delays.

Best practices for frontline reps handling Angi leads

When an Angi lead arrives, treat it like a new inbound customer: immediate pickup, qualification, provide a price range or estimate window, confirm the homeowner’s preferred scheduling windows, and set a concrete follow-up time. Reps who state availability (“I can be there between 9–11am Wednesday”) and ask to confirm with a single-click text/yes response increase appointment show rates by 30%.

• Immediate steps on receipt: log Lead ID, call within 15 minutes, leave a voice message if no answer, send an introductory SMS with your name, license number (if required), and a one-line price range.
• Qualification checklist: confirm address, homeowner identity, scope (repair vs. new install), budget ballpark, and time window; ask for photos if not provided and request permission to text.
• Documentation to preserve dispute rights: save call recordings, SMS threads, and a dated photo proving property eligibility or showing an ineligible condition (e.g., tenant-only issues, commercial property).
• Escalation trigger: if Angi lead seems fraudulent, submit dispute within 48 hours with the Lead ID and documented attempts; follow up weekly until resolution.

Troubleshooting common problems and escalation paths

Common issues include duplicate leads, homeowner unreachability, wrong service match, and fraudulent or bait leads. First troubleshooting step: re-check the Lead ID details and match to your service categories and ZIP rules. If a lead is outside your service area or miscategorized, document the mismatch and submit it as a category/coverage dispute immediately.

If in-app support is not resolving a clear billing error within 5–7 business days, escalate: compile a single PDF packet with Lead IDs, timestamps, call recordings, and screenshots, email your account rep (or include in the Pro dashboard escalation field), and request a written timeline for credit or reversal. Keep copies in your accounting system to reconcile monthly statements against refunded amounts.

Scripts, templates, and follow-up messaging

Clear, concise messaging converts. Here are short, high-impact templates you can adapt. Use SMS for quick confirmations and email for formal estimates or invoices. Keep language focused on availability, credentials, and next steps.

• Phone opener (30 sec): “Hi, this is [Name] with [Business]. I received your request from Angi. Are you the homeowner at [address]? I can come out [two windows]—which works best?”
• SMS confirmation: “This is [Name]/[Company]. Confirming our visit on [date/time]. Text YES to confirm or CALL to reschedule. We’re licensed: [License#].”
• Dispute header line (email to Angi or rep): “Lead ID [#####] — requested credit; attempted contacts: [times/dates]; attached: call log, SMS screenshot, photo showing ineligible scenario.”

Closing notes and resources

Operate Angi Leads Pro like a live call center channel: rapid response, systematic documentation, and a disciplined dispute routine. Monitor three KPIs weekly—lead response time, conversion rate, and cost-per-acquisition—and compare them to your internal targets. Adjust filters, ZIPs, and categories based on ROI after 30–90 days.

Primary resources: access the Pro dashboard at pro.angi.com for lead details and support tickets, and use the Help section inside the dashboard for current policy language and disputed lead submission workflows. Consistent processes reduce wasted spend and improve your long-term lead quality and account standing.