Sales Lead Management Workflow

What happens if the AI isn't confident about a lead's priority?

When the AI priority step flags that it needs human review, the workflow routes the lead to a task for the sales manager to set the priority manually. The workflow waits for the manager to complete this task before continuing, and the manager's chosen priority is saved to the lead record. This keeps low-confidence leads from being assigned a priority automatically without a person checking it.

Can this handle different follow-up deadlines for different priority levels?

Yes. Once a priority is saved to the record, the workflow routes to a follow-up task with a due date of 1 day for High priority leads or 3 days for Medium or Low priority leads. Both tasks are assigned to the lead owner and the workflow waits for them to be completed, with follow-up notes, qualification decision, and reason saved to the record.

What happens if the rep marks a lead as Disqualify?

The workflow updates the lead's status to Disqualified, closing out the record. The qualification decision and reason entered during the follow-up task are saved to the record's timeline, giving the team a record of why the lead was closed.

What if a lead converts — does the workflow set up the opportunity automatically?

When the qualification decision is Convert, the workflow sets the lead status to Converted and creates an opportunity setup task for the sales team, due in 2 days. This task is fire-and-forget, so the workflow doesn't wait for it, and any setup notes entered stay with that task rather than on the lead record. The rep is also notified by email that their lead has converted.

Can we customise the request form fields or the follow-up task questions?

Yes. A workspace can edit the request form and the fields captured on follow-up tasks either by describing the change in plain English or by editing the steps directly in the workflow editor. Earlier versions of the workflow are kept, so changes can be reviewed or reverted if needed.

Who is responsible for each step in this workflow?

The sales manager handles the manual priority-setting task when AI review is needed, and the lead owner handles the follow-up task that captures notes, the qualification decision, and the reason. The sales team is assigned the opportunity setup task after a lead converts. All of these are tasks assigned to workspace members, since the workflow doesn't use per-field or per-record access control.

What does the contact see or need to do during this process?

The contact receives a thank-you email immediately after submitting the lead form, and later either a 'staying in touch' email if the lead is marked Nurture or no further email if the lead is disqualified. Contacts take part entirely through the public request form and any emailed messages, without needing to create an account.

What if a lead is marked Nurture instead of Convert or Disqualify?

The workflow updates the lead status to Nurture and sends the contact an email letting them know the team will keep in touch. This status change and the follow-up outcome are saved to the lead record's timeline for future reference.

How do we track where a lead is in the process?

Each lead is a record with a reference number, a status such as New, Converted, Nurture, or Disqualified, and a timeline showing what has happened, including saved priorities and follow-up outcomes. Table views and dashboards in the workspace show leads grouped by status, and workspace activity is logged for visibility across the team.

Can we send follow-up emails or SMS through our own account instead of the built-in sender?

Yes, a workspace can connect its own AWS SES account for email or AWS SNS or Twilio account for SMS, and messages in this workflow, like the thank-you and status update emails, will send through that connection instead of the built-in option. This is a workspace-level setting and doesn't require changes to the workflow steps themselves.