Workflow · Outbound
Lead follow-up
Lead follow-up turns new enquiries into booked appointments. Intavia contacts each enquiry quickly, while they're still interested, so fewer leads go cold.
At a glance
- What it does
- Contacts new enquiries, books consultations and updates your CRM
- Channels
- Outbound calls, with additional channels available
- Integrations
- Your CRM, such as GoHighLevel, plus your practice system or calendar
- What you can customise
- Which enquiries are included, what triggers contact, how often leads are contacted and what happens next
- What your team sees
- New bookings in your system, updates in your CRM, a campaign summary and tasks for anything that needs a person
- Setup
- Done for you by our team, around how you handle leads
How it works
Lead follow-up runs as a campaign built around your practice. Our team does the setup work: we agree with you how each situation should be handled, turn that into campaign rules, and Intavia applies them to each new enquiry from the sources you include.
- Plan: we agree with you how enquiries should be handled, from which sources are included to the next step for every outcome. Our team builds the campaign rules from that.
- Trigger: a new enquiry arrives from an included source, such as a website form or an advert.
- Contact: the enquiry is contacted within your contact window. Enquiries that arrive outside it are contacted when it next opens.
- Conversation: Intavia picks up from what the person told you, answers questions from your approved practice information and checks the enquiry against your criteria.
- Booking: a consultation or call is booked directly in your practice system or calendar.
- Outcome: every attempt ends with a recorded outcome, and conversation outcomes are written to your CRM.
- Next step: the outcome decides what happens next, such as another attempt or a task for your team.
Campaign rules
These are the options we agree with you, not fixed settings. Each one can be shaped around how your practice works, and anything not listed here can be built into the plan.
| Rule | What we agree with you |
|---|---|
| Triggers and sources | Which events start contact, such as a website form, an advert lead or a CRM stage change |
| Contact window | The days and hours contact can happen |
| Attempts | How many attempts are made, over how long, and on which channels |
| Qualifying questions | What is checked before booking |
| Booking | What can be booked, such as a free phone consultation or an in-person assessment, and at which locations |
| CRM updates | How outcomes are written back, such as pipeline stages and notes |
| Hand-over | The situations that become a task for your team |
| Fallbacks | Alternative routes that keep things moving, such as offering another time, trying another channel or passing the conversation to your team |
Outcomes
Each outcome has a default next step. Any of them can be changed to suit your practice.
| Outcome | What happens next |
|---|---|
| Booked | The appointment is created and the lead is updated in your CRM |
| No answer | The next attempt is scheduled, if any remain, and a follow-up message can be sent |
| Not ready to book | Recorded in your CRM with the reason |
| Not interested or opted out | Recorded, with no further contact |
| Needs the practice | A task is created with the details already captured |
Safeguards
- Only enquiries from included sources are contacted.
- Contact only happens inside the agreed window.
- Answers come from your approved practice information; clinical questions are left for your clinicians, such as at the consultation.
- Anyone who asks not to be contacted, or whose number is wrong, isn't contacted again, for this campaign or across all your campaigns, whichever you prefer.
Works together with
- CRM integration: Leads and call outcomes kept up to date in your CRM.
- Appointment booking, changes & cancellations: Appointments booked, moved and cancelled during the call, directly in your system.
- Practice knowledge & pricing answers: Clear answers about your services, prices and practice, from information you approve.
- Outbound calling: The shared rules for every outbound call: who is contacted, when, and how often.
- Multi-channel communication: Conversations with patients by phone, text, email, WhatsApp and your website, inbound and outbound.
- Team hand-off, tasks & alerts: Clear tasks and alerts so your team knows exactly what to do next.
FAQs
Contact starts shortly after the enquiry arrives, within your contact window. Enquiries that arrive outside it are contacted when the window next opens.
Calls are the default. Text, email or WhatsApp can be added to the attempt schedule.
Intavia updates it after each conversation with the outcome, such as a pipeline stage, tags and a call note, as agreed with you.
Yes. Tell your support team what you need and they update the campaign. There's nothing for you to configure.