Workflow template · ships with Thrum

Lead Rescue

Answer every lead inside a minute, ring the owner for emergencies, and rescue anyone nobody has called back within the hour.

It starts when one of the client’s forms is submitted, and reads the lead from the answers: the name from a question with “name” in it, the phone and email from those fields, and the request from the first other answer, so ask what they need before anything else. The request form templates below are already in that order.

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Lead Rescue on the canvas: a form starts it, an instant text and an email go out, the lead is sent to the client’s CRM or sheet, and it branches on whether the job is an emergency. — Scroll sideways to follow the workflow.

Every step, with its words

These are the template’s own messages. Words in double braces are filled in from the lead or from the client’s fields.

01
Instant reply
Text
To {{ lead.phone }}
Hi {{ lead.name }}, thanks for contacting {{ template.business_name }}. We have your request and will be in touch shortly.
02
Email acknowledgement
Email
To {{ lead.email }} · We have your request — {{ template.business_name }}
Hi {{ lead.name }}, Thanks for getting in touch with {{ template.business_name }}. We have your request and will be in touch shortly.
03
Send to CRM or sheet
Web request · optional
04
Emergency?
Branch
lead.summary matches template.urgent_words
05
Text the owner now
Text · Emergency?: urgent
To {{ template.owner_mobile }}
URGENT lead for {{ template.business_name }}: {{ lead.name }}, {{ lead.phone }} — "{{ lead.summary }}". Mark it contacted: {{ lead.url }}
06
Give the owner 10 minutes
Wait, 10 minutes · Emergency?: urgent
07
Owner acknowledged?
Branch · Emergency?: urgent
lead.contacted != "true"
08
Escalate
Text · Owner acknowledged?: not yet
To {{ template.owner_mobile_backup }}
Still unanswered after 10 minutes: {{ lead.name }}, {{ lead.phone }} — "{{ lead.summary }}". Please call them now.
09
Wait an hour
Wait, 1 hour · Emergency?: otherwise
10
Has anyone contacted them?
Branch · Emergency?: otherwise
lead.contacted != "true"
11
The rescue
Text · Has anyone contacted them?: not yet
To {{ lead.phone }}
Hi {{ lead.name }}, sorry to keep you waiting. You can book a time with {{ template.business_name }} here: {{ template.booking_link }}
12
Tell the owner
Email · Has anyone contacted them?: not yet
To {{ template.owner_email }} · Rescued a lead: {{ lead.name }}
{{ lead.name }} ({{ lead.phone }}) had not been contacted an hour after asking about "{{ lead.summary }}", so they were sent your booking link.

What each client fills in

Business name · Text: How the texts and emails sign off.
Owner’s mobile · One or two phone numbers: Rung for emergencies. Add a second number after a comma and the escalation goes there.
Owner’s email · Email: Gets one line for every lead the workflow rescues.
Urgent words · Comma-separated words: Comma-separated. A lead that mentions any of them is treated as an emergency.
Booking or quote link · Link: Sent to a lead nobody has contacted after an hour.

What each client needs

Keys are the client’s own and are never copied between clients. Until they are added, the client’s checklist lists them and nothing runs.

Twilio (SMS)
Used by: Instant reply, Text the owner now, Escalate, The rescue.
Resend (email)
Used by: Email acknowledgement, Tell the owner.
Webhook URL (CRM or sheet) · optional
Used by: Send to CRM or sheet. A client without one turns that step off.