Lead Response Times
How fast we reply to inbound leads across SMS, Facebook, Instagram, and phone calls.
⚠ Needs attention now
Leads currently waiting for a human reply (last 72h). Scroll for more.
Response leaderboard
Who was told, and whether they answered
Staffed hours — the same clock the escalation deadline uses.
The leaderboard above measures who replied. This measures who was supposed to. Marked-read items count as handled and contribute no time to any median.
Median first response over time
Minutes (business hours). Change granularity in the filters above.
⚙️ Closer-phrase rules admin only
Add phrases that should flag an inbound as "likely resolved" (hidden from Needs Attention). Matched case-insensitively as a substring. Messages containing a "?" are never auto-resolved. New phrases take effect on the next sync (~15 min) or on manual backfill.
GHL connection health admin only
Checks each location's Private Integration token against the
endpoints the sync uses. REVOKED means GHL rejected
the credential — rotate that location's token and update its
GHL_PIT_* secret. MISSING SCOPE means
the token is valid but its integration lacks permission for that
endpoint — grant the read scope in GHL; retrying won't help.
VENDOR FAULT means GHL timed out or errored; the
token is fine, retry in a minute.
GHL seat coverage lead, manager & admin
Which staff hold a GHL user in which club. A coach with no seat at a club can't be called from Trial HQ there, and any reply they send from GHL at that club credits nobody on the response leaderboard. Matched on work email, which is the same address in both systems. Read-only — fix a missing seat by creating the user in GHL, and a missing work email in BambooHR.
🎯 Resolved pipeline stages admin only
Check a stage to mark leads in that stage as "resolved" — they're hidden from Needs Attention even if their last message looks pending. A contact in a "Booked" or "Won" lane isn't actually waiting on us. Stages here come straight from GHL and refresh on every sync.
Scheduled stages admin only
Pick which pipeline stages count as "scheduled" for the Scheduled % column on the leaderboard. Credits the first responder on each lead — not a sales-attribution source.
Won stages admin only
Pick which pipeline stages count as "won" for the Won % column on the leaderboard. Shows a coach is a strong setter — not closer or commission credit (see the Trainer Leaderboard for that).
AI escalation stages admin only
The GHL Conversation AI only replies to 3-Day Trial leads. When it answers a defined question, it moves the opportunity into a stage like "Membership Discussion" to signal a human is needed. Check that stage here — any AI-replied lead in the same pipeline that's NOT in a checked stage is presumed AI-sufficient and hidden from Needs Attention. A lead the AI never replied to always stays visible, no matter what's checked here.
