Systems & InfrastructureAutomationsCRM Architecture
A workflow for routing call outcomes, built in GoHighLevel
Seven things a setter can mark at the end of a call, and each one carries everything that should follow it. Five end the calling rail, two put the person back in the queue, and the setter never has to remember which.
Read the workflow as text
- Disposition: Still deciding
- Custom disposition contains any of "Still deciding"
- Disposition: Incorrect Number
- Custom disposition contains any of "Incorrect Number"
- Disposition: Callback
- Custom disposition contains any of "Callback"
- Disposition: No Answer
- Custom disposition contains any of "No Answer"
- Disposition: Not Interested
- Custom disposition contains any of "Not Interested"
- Disposition: Voicemail
- Custom disposition contains any of "Voicemail"
- 1Find the cardFinds the card
- 2Opportunity Found
- 3Check if contact has booked (or onwards)
- 4Yes
- 5Go to: Which disposition brought us here?
- 6None
- 7Increment calls before booking+1
- 8Stage to Attempting Contact (backward OFF: only ever moves a New Lead card forward)Updates the card
- 9Which disposition brought us here?
- 10Still deciding
- 11In-app ping to the owner: still decidingSet a callback for {{contact.first_name}}
- 12Clear the cadences (pending call tasks clear with them)Removes from a workflow
- 13Wait 2 days2 days
- 14System note: Still DecidingStill Deciding
- 15Manual callCall task for the contact owner
- 16Callback
- 17Clear the cadences (pending call tasks clear with them)Removes from a workflow
- 18Wrong number
- 19Tag: wrong numberwrong-number
- 20Clear the cadences (pending call tasks clear with them)Removes from a workflow
- 21Not interested
- 22Tag: not interestednot-interested
- 23Pull the lever: 17 Remove From All Chases
- 24No answer or voicemail: the cadence continues
- 25Opportunity Not Found
- 26No card yet: create it at Attempting ContactCreates a card
- 27Go to: Which disposition brought us here?
The problem
The work after a call is where calling systems fall apart. The setter has to update the record, stop whichever automated chases would now be wrong, and remember to ring back on the day they promised. Between calls, none of that gets done properly, so people get chased after they have booked and callbacks that were promised out loud never happen.
What shipped
- Seven outcomes, each with everything that should follow it already wired
- A promised callback books itself on the day it was promised
- Not interested stops every chase at once, rather than one at a time
What happens
The call ends and the setter marks what happened. That is the whole of their job here.
No answer and voicemail left mean try again, so the person stays in the queue and the week's remaining calls carry on.
Booked ends the rail and hands them to the reminders, which record who booked them, how many days it took from arriving and how many dials it took to get there. Still deciding ends the calling and asks the owner for a callback date. Callback puts one task on the day the lead named. Wrong number sends a text asking for a better one.
Not interested is the hard exit. It runs the one workflow that pulls somebody out of every chase and every cadence in the account at once, in about six seconds, and it leaves their contact preferences alone.
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