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.
Estimates needing follow-up
Open estimates in Sent / Canceled / In Progress with no outbound message to the customer for 3+ business days (synced from GHL hourly). Quotes go cold fast — these are follow-up calls, sorted by how long they've been quiet.
Waiting on an estimate booking
Open Leads-pipeline cards parked In Conversation, tagged as still needing an estimate scheduled, quiet for 1+ business day. These never enter the automated cadence, so nothing else would ever surface them — mostly AI voice intakes and HCP-created leads waiting on a human to put the walkthrough on the calendar.
Lead source needs a human
Contacts the HCP/voice sync flagged because it could not resolve where the lead came from. Not an SLA — a triage list. Setting the source in GHL keeps attribution reporting honest.
Scorecard
All numbers are computed from per-lead history over rolling 1/3/7/30/90-day windows (by when the lead came in — "1d" is the last 24 hours, not "today"). Minutes are business minutes (Mon–Fri 8–5 PT). Click any number to see exactly which leads are behind it, with GHL links. "Slipped" = human touch was late or still hasn't happened.
Closed with no recorded touch
The lead's card is gone from the Leads pipeline and no outbound message was ever recorded against it — almost always a lead won straight off an estimate (an answered phone call leaves no message behind), sometimes a contact that was never a real lead. These are not slipped, so they are counted here instead. Honest limit: nothing we store distinguishes won from lost, so a lead that really was dropped and then closed lands here too. A lead whose card is still open never does — it stays in Slipped.