Lead Management
Lead Response Automation Playbook
Overview
Every minute you delay responding to an inbound lead, your conversion rate drops. This playbook builds a system that acknowledges, qualifies, and routes every enquiry in under 90 seconds - 24 hours a day, 7 days a week.
1
Phase 1: Capture Every Lead Channel
- Audit every channel where leads come in (website form, email, Google Business, social DMs, phone)
- Set up a unified intake form or webhook that feeds all channels into one system
- Configure instant acknowledgement emails for each channel with channel-appropriate language
- Set up CRM lead record creation on every new submission
2
Phase 2: Qualify Automatically
- Add 2–3 qualifying questions to your intake form (service needed, timeline, budget range)
- Build branching logic so high-priority leads (urgent, high-value) are flagged immediately
- Configure lead scoring rules in your CRM based on service type and response signals
- Set up automatic disqualification and nurture sequences for unqualified leads
3
Phase 3: Route to the Right Person
- Define routing rules based on service type, location, or lead score
- Configure instant Slack or SMS notification to the assigned team member
- Set up a 5-minute response window alert if the assigned person has not acted
- Build an escalation to the owner if no response within 15 minutes during business hours
4
Phase 4: After-Hours Coverage
- Configure an AI receptionist or chatbot to handle enquiries outside business hours
- Set up a 'we received your message' sequence with expected response time
- Build a morning digest email summarising all after-hours leads for the team
- Ensure all after-hours leads are pre-qualified and ready to action by 9am
5
Phase 5: Measure and Optimise
- Track average response time in your CRM weekly
- Monitor lead-to-consultation conversion rate by channel
- A/B test subject lines and acknowledgement email copy quarterly
- Review and tighten routing rules based on which lead types convert best
Implement This Playbook for Your Business
Book a free Automation Audit and we will customize this playbook for your specific workflows and tools.
Book Free Audit