Lead Recovery Plan
What happens to a lead once it stalls in Can't Reach, No Show Day 1, Cancel or Lost. Each stage gets its own follow-up sequence, and every sequence either gets the patient booked or closes them out cleanly.
Proposed build · ready to start once decisions are confirmedFour stages, four sequences
| Stage | Who lands here | Automation starts | Ends | If no response | Flow |
|---|---|---|---|---|---|
| Cant Reach/No Answer | Called, never connected | On entry | Day 14 | Moves to Lost | 6A |
| No Show Day 1 | Booked a first visit, didn't attend | Day 2, if still in stage | Day 16 | Moves to Lost | 6B |
| Cancel | Cancelled, hasn't rebooked | Day 2, if still in stage | Day 23 | Moves to Lost | 6C |
| Lost | Closed out from any stage | Day 30 | Day 180 | Stays Lost, newsletter only | 6D |
All days count from the moment the opportunity enters the stage. The three front stages feed into Lost, so a lead that never responds goes through one sequence, then the long reactivation sequence, and after that gets no more direct follow-up.
Rules for every flow
- A booking ends itAny booked appointment pulls the contact out of every recovery flow straight away (flow 6Z).
- A reply pauses it"Stop on response" is on. Every reply creates a front desk task, and coverage questions go to Naeha.
- Two days to call firstFor no-shows and cancellations, the front desk gets a call task on day 0. Messages only start if the lead is still sitting in that stage on day 2.
- Nobody quotes coverage by textMessages invite the patient to share their plan details. Naeha confirms coverage and follows up.
- Timing is relative, never clock-basedNo "this morning" or "tonight" in any message. A send window in workflow settings keeps messages inside clinic hours.
- One tag per flow
recovery-cant-reach,recovery-no-show,recovery-cancel,reactivation-lost. Outcomes are taggedrecovered-*. - Opt-outs are finalEvery text names Peak Rehab. STOP and DND are honoured, and DND contacts are filtered out when a flow starts.
- Lost means closedMoving a lead to the Lost stage also sets its status to Lost, which keeps the open count accurate.
Give them an easy way to book without a phone call
These leads asked to be contacted but haven't picked up. Another round of calls won't fix that. Instead, give them a link and a one-tap reply, try one more call mid-sequence, then close the lead out on day 14.
| Day | Channel | What happens |
|---|---|---|
| 0 | SMS | "We keep missing each other" + booking link, or reply CALL for another try |
| 1 | What the first visit involves, with the booking link | |
| 3 | Call task | Front desk makes one more attempt and leaves a voicemail if there's no answer |
| 5 | SMS | Reply 1 / 2 / 3 prompt (book, call me, not now) |
| 8 | Answers to common questions: coverage, first-visit length, what to bring | |
| 12 | SMS | "We'll close your request for now", with the link kept open |
| 14 | Move | Move to Lost · reason No response · remove recovery-cant-reach |
Message copy · 6A
Hi First name, it's Peak Rehab. We've tried calling about your chiropractic visit and keep missing each other. Pick a time that suits you here: Booking link, or reply CALL and we'll try you again.
SubjectYour first visit at Peak Rehab
Hi First name,
We've been trying to reach you to book your first chiropractic visit. Here's what it involves: a conversation about what's going on, an assessment, and a clear plan, or an honest answer if chiropractic isn't the right fit.
Book a time here: Booking link. If you'd rather talk it through, reply with the best number to reach you.
The Peak Rehab team
Hi First name, still want to get your chiropractic visit booked? Reply 1 for the booking link, 2 for a call back, or 3 if now isn't the right time. – Peak Rehab
SubjectA few answers before you book
Is it covered? Many extended health plans include chiropractic. Reply with your provider and our team will check what applies to you.
How long is the first visit? Length to confirm.
What should I bring? Your benefits card and a list of any medications.
When you're ready: Booking link
Hi First name, we haven't been able to connect, so we'll close your request for now. If you'd still like to come in, you can book any time: Booking link – Peak Rehab
Make rebooking easy, and don't make them feel bad
They booked, so the intent was there. A call from the front desk is the best way to get them back, so that comes first. If they're still in this stage after two days, the sequence starts. Messages stay warm and never mention the missed visit more than once.
| Day | Channel | What happens |
|---|---|---|
| 0 | Call task | "Missed first visit: call to rebook", assigned to the front desk |
| 2 | Check | Wait 2 days, then If/Else: is the opportunity still in No Show Day 1? If not, the flow ends. If so, it continues. |
| 2 | SMS | "We missed you" + booking link |
| 3 | "Let's find a time that works" | |
| 5 | Call + SMS | Second call task; SMS reply 1 / 2 / 3 prompt goes out alongside it |
| 9 | "If something changed": asks about timing, cost or coverage and invites a reply | |
| 14 | SMS | Final message, with the booking link kept open |
| 16 | Move | Move to Lost · reason No-show, not rebooked |
Message copy · 6B
Hi First name, we had you booked for your first visit at Peak Rehab and missed you. You can choose a new time here: Booking link
SubjectLet's find a time that works
Hi First name,
Your first visit didn't happen, and that's fine. Schedules shift. Your spot is easy to rebook, and the visit is the same as before: an assessment and a plan built around what you told us.
Choose a new time: Booking link
The Peak Rehab team
Hi First name, want us to hold a new spot for your first visit? Reply 1 for the booking link, 2 for a call, or 3 if you'd rather wait. – Peak Rehab
SubjectIf something changed
Plans change. If timing, cost or a coverage question is what's in the way, reply and tell us. Our team can usually sort it out in one conversation.
Or book directly: Booking link
Hi First name, we'll close your booking request for now. Whenever you're ready, you can book here: Booking link – Peak Rehab
Keep the door open for longer
A cancellation is usually about timing, and these are the warmest leads of the three. The gaps between messages are longer, the tone is lighter, and the sequence runs to day 23 before closing the lead out.
| Day | Channel | What happens |
|---|---|---|
| 0 | Call task | "Cancelled: offer to reschedule", assigned to the front desk |
| 2 | Check | Wait 2 days, then If/Else: still in Cancel? If not, the flow ends. If so, it continues. |
| 2 | SMS | "Thanks for letting us know" + booking link |
| 4 | "Rebooking takes a minute" | |
| 7 | Call + SMS | Second call task; SMS reply 1 / 2 / 3 prompt goes out alongside it |
| 14 | "Still on your list?": what the first visit covers, plus a coverage reply prompt | |
| 21 | SMS | Final message, with the booking link kept open |
| 23 | Move | Move to Lost · reason Cancelled, not rebooked |
Message copy · 6C
Hi First name, thanks for letting us know you needed to cancel. When you're ready to rebook, pick a time here: Booking link – Peak Rehab
SubjectRebooking takes a minute
Hi First name,
We know things come up. When you're ready to get your first visit back on the calendar, choose whatever time works best for you: Booking link
If something specific stopped you, reply and let us know. We may be able to help.
The Peak Rehab team
Hi First name, should we find you a new time? Reply 1 for the booking link, 2 for a call, or 3 if later works better. – Peak Rehab
SubjectStill on your list?
Your first visit covers an assessment, a conversation about your goals and a plan you can decide on afterward, with no commitment up front.
Wondering about coverage? Reply with your benefits provider and we'll check for you.
Booking link
Hi First name, we'll close your booking for now so it doesn't keep landing in your inbox. The link stays open whenever you need it: Booking link – Peak Rehab
Check in a few times over six months, then stop
Lost leads get 30 days without messages first, since most just finished another sequence. After that come six spaced check-ins. The lost reason decides who gets them at all.
| Lost reason | Reactivation |
|---|---|
| No response · No-show, not rebooked · Cancelled, not rebooked | Full sequence below |
| Not now (replied 3) | Full sequence, starting at day 60 instead of 30 |
| Price | Full sequence, with the day 60 email changed to focus on coverage and value |
| Not interested · Out of area · Went elsewhere · Wrong number · DND | No reactivation. Contact is tagged and excluded. |
| Day | Channel | What happens |
|---|---|---|
| 0 | System | Set status Lost, add reactivation-lost, remove from 6A – 6C. No message. |
| 30 | SMS | Short check-in: reply YES for a call |
| 45 | Useful content: small changes that help while they decide | |
| 60 | Open availability + booking link offer, if any | |
| 90 | SMS | "Still looking to get that sorted?" Reply YES |
| 120 | Benefits reminder: check what's left in your plan, reply and we'll look into it | |
| 180 | "We're here when you need us". Contact moves to the general newsletter list and the flow ends. |
When they come back: if they book, 6Z moves the opportunity to [AUTO] Scheduled (3 days), reopens it, and the existing 4B reminders take over. If they reply YES, the opportunity reopens in Warm Leads (Day 4-14) with a same-day call task. Warm rather than Hot, so flow 1a doesn't restart the new-lead offer sequence.
Message copy · 6D
Hi First name, it's Peak Rehab checking in. If you'd still like help with what brought you to us, reply YES and we'll give you a call.
SubjectSmall changes that help
While you decide on care, a few habits make a real difference: changing position regularly through the day, a workstation set at eye level, and gentle movement over complete rest.
If it isn't improving, an assessment will tell you why. Booking link
SubjectOpenings at Peak Rehab
Hi First name, we have availability for new chiropractic patients. If you're ready to get started, pick a time here: Booking link
Optional offer line
Hi First name, still looking to get that sorted? Reply YES and our team will reach out. – Peak Rehab
SubjectWorth checking your benefits
Many plans include a set amount for chiropractic care, and it often goes unused. Reply with your provider and we'll check what applies to you before you book.
SubjectWe're here when you need us
This is our last check-in. If you ever want to come in, booking takes a minute: Booking link
The Peak Rehab team
Stopping the flows and routing replies
Two small workflows keep the four sequences in check. One pulls the contact out the moment they book. The other makes sure every reply reaches the right person.
| Flow | Triggers | Does |
|---|---|---|
| 6Z Recovery Exit | Customer Booked Appointment · Appointment Status = new (catches bookings made by staff) · Stage changed to [AUTO] Scheduled, Showed Up or Showed Up Day 2. Filter: has any recovery-* or reactivation-lost tag. | Remove from 6A – 6D · remove recovery tags · add recovered-<stage> · reopen opportunity if Lost · notify front desk |
| 6R Reply Router | Customer Replied (SMS or email) · Filter: has a recovery tag | Branches on reply content, as below |
| Reply | Action |
|---|---|
| 1 / BOOK / YES | Send the booking link by SMS and create a follow-up task for day 2 if nothing is booked |
| 2 / CALL | Priority call task for the front desk |
| 3 / later | Move to Lost · reason Not now (reactivation starts at day 60) |
| insurance · coverage · benefits · covered | Task and notification for Naeha with the reply attached. Front desk doesn't answer. |
| STOP | Handled natively by GHL (DND), then remove from all recovery flows |
| anything else | Front desk task: read and respond |
Build spec
New folder in Automation: Chiropractic Recovery. It sits next to the existing Chiropractic Campaigns and Triggers folder, and the flow numbers pick up after flow 5.
| Workflow | Trigger + filter | Settings |
|---|---|---|
| 6A – Can't Reach Recovery | Pipeline Stage Changed · Chiropractic Pipeline · Cant Reach/No Answer | Stop on response · allow re-entry · send window set · DND filter |
| 6B – No Show Day 1 Recovery | Pipeline Stage Changed · No Show Day 1 | Same · Wait 2 days → If/Else on current stage |
| 6C – Cancel Recovery | Pipeline Stage Changed · Cancel | Same · Wait 2 days → If/Else on current stage |
| 6D – Lost Reactivation | Pipeline Stage Changed · Lost (+ Opportunity Status Changed → Lost, for leads closed without a stage move) | Branch on lost reason · no re-entry within 180 days |
| 6Z – Recovery Exit | See control section | Allow re-entry |
| 6R – Reply Router | Customer Replied · has recovery tag | Allow re-entry |
| Also needed | Detail |
|---|---|
| Lost reasons | No response · No-show, not rebooked · Cancelled, not rebooked · Not now · Price · Not interested · Out of area · Went elsewhere · Wrong number |
| Tags | recovery-cant-reach recovery-no-show recovery-cancel reactivation-lost recovered-cant-reach recovered-no-show recovered-cancel recovered-lost reactivation-excluded |
| Custom value | The chiropractic booking link stored as one custom value, so every message pulls the same URL. Name in messages = {{contact.first_name}}. |
| Waits | Waits are set in days. GHL caps hour-based waits at 23 hours. |
| Testing | Run a test contact through each stage and confirm the day-2 check exits when the stage has changed and that 6Z fires on a staff-made booking |
Measuring it
These numbers are tracked per flow, monthly, next to the front desk KPI tracker's no-show, cancellation and rebooking figures.
| Metric | How it's counted |
|---|---|
| Recovery rate | Contacts tagged recovered-* ÷ contacts that entered the flow |
| Days to recover | Days from stage entry to the booking, averaged |
| Recovered by call vs. message | Whether the booking came after a call task or through the booking link |
| Recovered patients who showed | Recovered bookings that reached Showed Up |
| Closed to Lost | Count of contacts moved to Lost, split by lost reason |
| Opt-out rate | STOP replies ÷ texts sent. Above 3%, the copy or the frequency needs another look. |
Decisions to confirm
Build starts once these are settled.