Time until the lead got any reply — the automated welcome text counts. A breach here means the automation itself broke (leads should never wait on a machine): check n8n, then contact the lead by hand.
SLA-H — human touch, 2-business-hour target
Time until a real person called, texted, or emailed. Automated messages never count. The clock runs Mon–Fri 8am–5pm PT — a lead arriving Friday night is due Monday ~10am. This is the number Brandon is managed against. "At risk" = 30 minutes or less remaining.
The lanes
Awaiting first human touch — new leads nobody has personally contacted yet: the call list, most overdue first. Replies with no human response — the lead wrote back and no human has answered since; these are the warmest leads on the board. No next action scheduled — nothing queued for this lead; without action it goes stale silently. Stuck automation — the machinery errored and needs an operator.
All clear
An empty board is a good board: every lead has been touched, answered, or has a next step scheduled.