Lead Handling & Escalation - (NO LEAD LEFT BEHIND SOP)

document classification primary organization health first secondary program (if applicable) dr mays wellness adaptation document type sop audience internal (staff, doctor, va) status active owner health first – systems & operations last updated 2026 01 24 1\ purpose this sop establishes mandatory chat handling, internal communication standards, lead status language, and escalation rules to enforce the no lead left behind doctrine its purpose is to ensure that every lead always has a defined next action no lead stalls due to ambiguity, delay, or role confusion staff, vas, and doctor intervention follow clear authority boundaries escalations are predictable, documented, and auditable this sop operationalizes campaign discipline across gohighlevel , upbase , and archbee 2\ scope this sop applies to all inbound and outbound lead communications all campaigns (clinical, wellness, educational, marketing) all staff, vas, and the doctor interacting with leads all lead stages from first contact through conversion or formal disqualification 3\ core rules (non negotiable) every lead must always have a defined next action no chat thread may be left idle without ownership automation executes first; humans intervene by rule escalation is a system event, not a personal judgment silence is a failure state and must trigger action 4\ standard lead status language (required) all internal systems and communications must use the following exact status language primary lead statuses new – uncontacted contacted – awaiting response engaged – conversation active scheduled – appointment booked completed – appointment occurred nurture – automated follow up disqualified – criteria not met escalated – human review required closed – converted closed – lost ❗ custom or improvised statuses are not permitted 5\ chat handling standards 5 1 initial contact rules all new leads must receive automated response immediately human review within 1 business day chat tone must be professional neutral action oriented every response must acknowledge the lead advance toward a next step end with a clear prompt or instruction 5 2 ongoing conversation rules no open chat may exceed 48 hours without a reply a scheduled follow up a system triggered nurture sequence each message must result in one of the following outcomes appointment scheduled follow up task created automation resumed escalation triggered 6\ escalation triggers (mandatory) escalation is required when any of the following occur 6 1 behavioral triggers lead asks medical specific questions diagnostic or treatment questions personal clinical advice lead expresses confusion after 2 explanations frustration or distrust urgency or fear 6 2 system triggers no response after 3 contact attempts lead re enters the system after being marked inactive conflicting information provided by the lead automation fails or misfires staff uncertainty about next action 6 3 authority triggers any situation where staff is unsure how to proceed a promise or exception may be implied pricing, care scope, or eligibility is questioned 7\ escalation path & ownership 7 1 staff / va responsibilities staff and vas must escalate , not resolve, when triggers occur required actions mark lead status as escalated – human review required add internal note summarizing issue timeline lead sentiment assign escalation to doctor or designated lead owner pause outbound messaging unless directed otherwise 7 2 doctor responsibilities the doctor reviews escalated leads within 1 business day determines direct intervention delegated response disqualification modified pathway documents decision in lead record assigns next action explicitly 8\ internal communication standards 8 1 language rules use facts, not interpretations avoid emotional or assumptive phrasing document what was said, not what was “meant” approved phrasing examples “lead requested clarification on next steps” “lead did not respond after 3 attempts” “escalating due to medical specific question” 8 2 prohibited practices no private side conversations no undocumented verbal handoffs no improvising responses outside scope no “waiting to see what happens” 9\ dr mays wellness adaptation (clearly labeled) for dr mays wellness–specific campaigns educational tone is emphasized escalation thresholds are lower , not higher doctor intervention may occur earlier due to coaching context educational nuance program fit assessment all escalation mechanics, statuses, and documentation rules remain identical 10\ compliance & accountability this sop is enforced , not optional deviations require documentation repeated failures trigger process review training access restriction if needed