Response-time rules
A lead nobody answered stops being invisible
A clock on every new lead and every unanswered conversation. Past your threshold it warns the owner, then escalates to their manager, then reassigns to whoever is free.
The situation
A lead came in at 4:50pm on Friday. Nobody saw it until Tuesday. You found out when the month’s numbers were short.
New enquiry unanswered
On timeClock starts when the enquiry arrives
Form submitted, not reviewed
CloseBreaches if no one reviews it in time
Invoice past its due date
BreachedBreaches when it stays unpaid past the threshold
Escalated to the manager. A lead nobody answered in an hour stops being invisible — that is the whole point of the clock.
Thresholds that match the work
A hot lead and a cold one are not held to the same clock. Set the threshold per stage, and count only business hours so a Friday evening enquiry is not "four hours late" by Saturday morning.
- Per-stage thresholds
- Business hours only
- Separate rules for leads and conversations
Warn, escalate, reassign
Three steps, each with its own timing. The owner gets a nudge first — most breaches end there. Only then does it go up, and only then does the lead move to somebody who is actually available.
A digest, not a dashboard nobody opens
Every morning: what breached, who it was assigned to, and what happened next. If it needs a report to notice, it was never going to get noticed.
In short
See it on your own data.
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