Saturday 11am: the 72-hour speed-to-lead map

Paid media that dumps a Saturday form into an unread inbox is waste you already paid for. A junior-runnable map answers four questions before anyone talks about “nurture”: who owns the lead in five minutes, what the system is allowed to send without a human, when a person must attempt contact, and what happens if nobody answers. Automation can confirm receipt. Automation cannot invent a tech window. A person still has to put a truck on the calendar or tell the homeowner the honest next slot.

11:00 — Form lands: name, phone, address, “furnace not heating, can someone come today?” Nobody is on website chat. Shared cell is the only after-hours number and it does not log. 11:00–11:02 — Automation (allowed): SMS + email that we received the request and a dispatcher will text a real window — today only if one exists, otherwise Monday morning. Do not write “a tech is on the way.” 11:02 — CRM creates NEW, owner = Saturday dispatcher (named human). If the only path is Priya’s shared cell, the system still sends the confirmation and flags “human owed by 11:15, or first Monday 8:00 if dispatch is dark.” 11:15 — First human attempt from a logged dispatch number, not a tech’s personal phone. If they answer: qualify emergency-heat vs tune-up, offer two real calendar windows, move to BOOKED only if a slot exists. If no answer: voicemail + SMS with Saturday 2–4 or Monday 8–10. 14:00 — Second human attempt if still no two-way contact. 17:00 — Log the two attempts. Do not mark CONTACTED. Monday 8:00 — Dispatch standup; Saturday leftovers are first on the board; third attempt by 9:00. Tuesday morning — Fifth attempt, then park as “nurture — no contact” with a retry rule. Do not delete the lead.