Editing — Close CRM — the dialer’s day

Markdown. Headings, lists, tables, and > for a callout.

Details

Title

Group

Summary

Who can see it

Sales managers, offer owners and growth operators see every SOP regardless of what is ticked here — the ticks decide which reps see it.

Body

Close is where you live all day. Everything else — the Slack cards, the closer's
pre-call brief, the reports Nate reads — is built out of what you log here. If a dial is not
logged in Close, it did not happen as far as this business is concerned.

## Before your first dial

1. Open Close and sign in on the shared seat. You dial on the team's Close number; you do not need your own.
2. In the left sidebar, find **☎️ DIAL QUEUE — WORK TOP TO BOTTOM**. That heading is an instruction, not decoration.
3. Leave the sidebar exactly as it is. The numbers are the priority order and they were set deliberately.

## The dial queue, in order

Work them top to bottom. Finish 1 before you start 2. When 1 refills during the day, go back to it.

> **Queues 1, 2 and 3 are all about calls that are already booked**, which is why they sit
> above the new-lead queues: a booked call that no-shows costs more than a fresh lead that
> waits an hour. **Brand-new applications are queue 5.** If you only ever get through the
> top three, say so in your EOD blockers — that is the signal the day is over-loaded.

| # | View | Why it is where it is |
|---|---|---|
| 1 | 💻 CALLS TODAY | Someone has a sales call today. Nothing matters more than that call happening. |
| 2 | 📆 TOMORROW — UNCONFIRMED | Tomorrow's calls with no confirmation yet. Confirm them today or they no-show. |
| 3 | 📞 NEEDS CONFIRMING | **Booked calls, not new leads.** Filters on status *Call Booked* — someone booked and has not been spoken to yet. Confirm them. |
| 4 | ⏱️ SPEED TO LEAD BREACH | An application uncontacted **30 minutes** after it landed. Clear it and it stops appearing. |
| 5 | 🔥 APPLIED — NO BOOK | **This is where brand-new applications live** — applied, never booked. Warm, and getting colder. |
| 6 | 🙋 UNCLAIMED — FIRST DIAL OWNS | No setter yet. The first outbound dial stamps the Setter on the lead. ⚠️ The team shares one Close seat today, so every claim currently records the seat owner rather than you personally — until seats are split this is a "who touched it first" marker, not your credit. |
| 7 | ☎️ DIALING IN PROGRESS | Everyone’s in-progress dialing — worked once, not finished. **Not filtered to you.** |
| 8 | 👻 NO SHOW — RESCUE | Missed their call. Rebook them. |
| 9 | 📵 UNREACHABLE — RETRY | Gone quiet. Long-odds, worth a cycle when the top is clear. |
| 10 | ❗ WEBINAR ATTENDEE, NO APPLICATION | Watched the webinar, never applied. |
| 11 | ❄️ WEBINAR NO SHOW, NO APPLICATION | Registered, did not show, never applied. |
| 12 | 🧊 LONG TERM NURTURE | Bottom of the pile, on purpose. |

**☎️ MY DIAL QUEUE** under *🙋 MY DESK* is the one that filters to leads you own — the
numbered queues do not. Use it to see your own load; use the numbered queue to decide what
to do next.

> ⚠️ **Two different speed-to-lead numbers, deliberately named apart.** The Slack alert in
> **#1-d-setter-chat** fires at **5 minutes** — the target. The Close queue
> **4 · ⏱️ SPEED TO LEAD BREACH** only lists a lead once it is **30 minutes** uncontacted —
> the breach. A lead can be pinging in Slack and not yet be in the queue. Whether these
> should be one number is unruled.

## How to make a dial

1. Open the lead from the queue. **Read the top of the lead first** — the application answers are on the lead, and a dial that opens with a question they already answered on the form loses trust in the first ten seconds.
2. Scroll the timeline. Everything with a 🤖 already tells you their history: what they applied with, whether they registered for a webinar, whether they attended, how long they watched.
3. Hit call from inside Close. Do not dial from your phone — a call placed outside Close leaves no record, so it never reaches the reports and it never reaches the closer.
4. Have the conversation.
5. Log it. Every time. Read on.

## The two markers on every Close activity

Close records history as **activities** on a lead. Every activity type is named with a
marker, and the marker answers exactly one question: *do I ever have to fill this in
myself?*

| Marker | Means | You |
|---|---|---|
| 🤖 | Written by automation | Read it. Never create one by hand. |
| 👤 | You type it, in Close | This is your job. Nothing fills it for you. |

> If you ever find yourself typing into a 🤖 activity, stop — something has gone wrong,
> and the record you are about to create is one no automation owns. Tell Nate.

The full list as it stands today:

| Activity | Marker | Filled by |
|---|---|---|
| 🤖 Applied | Robot | Typeform application lands → automation |
| 🤖 Booked Call | Robot | Calendly booking → automation |
| 🤖 Payment | Robot | Whop payment event → automation |
| 🤖 Webinar Registered | Robot | Registration → automation |
| 🤖 Webinar Attended | Robot | Zoom attendance → automation |
| 🤖 Webinar Missed | Robot | Zoom attendance → automation |
| 👤 Dial Completed | Human | The rep, typed into Close |
| 👤 Pre-Webinar Conversation | Human | The dialer, typed into Close |
| 🤖 Sales Call | Robot | Automation, from the closer’s portal post-call form |

**🤖 Sales Call is the one that catches people out.** Its content comes from a human — the
closer's answers on the portal post-call form — but **automation writes it, and nobody ever
types one in Close.** So it is a robot activity: read it on the timeline, never create one.
The human half happens in the form, not here.

## Logging a dial — 👤 Dial Completed

**This is the one thing in Close that only you can do.** One activity per dial. Not per lead,
not per day — per dial. A dial with no activity is invisible, and an activity logged an hour
later is worth less than one logged straight away.

> **It publishes when you save.** Close creates the activity the moment you open the form and
> keeps it as a draft until you save it. Nothing happens — no status, no alert, no brief —
> until you hit save. **Fill the Outcome in before you save, and save once.** The first save is
> the one that counts; editing an outcome afterwards does not re-run anything, so if you get one
> wrong, tell Sam rather than quietly fixing it.

On the lead, add a **👤 Dial Completed** activity and fill it:

| Field | What goes in it |
|---|---|
| **Call Type** | `Triage` (first real conversation) · `Confirmation` (confirming a booked call) · `No-Show Recovery` · `Follow-Up` · `Outbound Cold`. One activity type covers every dial you make, so pick the type that describes *this* dial. |
| **Outcome** | The seven below. **This field moves the lead and decides which channel the team sees it in — see the table.** |
| **Attempt #** | Which attempt this is. Drives the retry and unreachable queues, so keep it honest. |
| **Confirmed For** | On `1 · Confirmed` — the date and time they confirmed for. |
| **Call Back At** | On `5 · Reached — No Decision` — when you told them you would come back to them. Put it in; it is how you get reminded. |
| **Cancel Reason** | On `3 · Cancelled`: `Cold feet` · `Financial change` · `No longer interested` · `Timing / schedule clash` · `Unresponsive on the day` · `Went with someone else` · `Wrong expectations` · `Other`. |
| **DQ Reason** | On `4 · DQ — Bad Fit`: `Financial` · `Geo` · `Not a reseller` · `Under 18` · `Wrong expectations` · `Unresponsive` · `Duplicate` · `Other`. |
| **Notes** | What actually happened, in your words. **This is the field the closer reads before the call.** Write it for them, not for yourself. |

> **Leave `AI Summary`, `Transcript Analysed` and `Close Call ID` alone.** Those three are
> filled by automation after you save. Typing into them overwrites what the system was about
> to write.

### What your Outcome does

Pick it accurately — it is not a note. It moves the record and it decides who hears about it.

| Outcome | The lead moves to | The team sees it in |
|---|---|---|
| `1 · Confirmed` | **Call Confirmed** | **#3-d-confirmed-calls**, with the closer's brief |
| `2 · Booked on the Dial` | **Call Confirmed** — a call you booked on the phone is confirmed by definition, so you never confirm it a second time | **#3-e-booked-calls** only. Nothing else, because the booking already announces itself |
| `3 · Cancelled` | **Call Cancelled** | **#3-f-cancelled-calls** |
| `4 · DQ — Bad Fit` | **Disqualified** | **#3-f-cancelled-calls**, under its own heading |
| `5 · Reached — No Decision` | Stays on the dialing ladder — they picked up but committed to nothing. **Set Call Back At.** | **#3-c-dial-attempts**, with the brief |
| `6 · No Answer / Voicemail` | **No status is set from the outcome itself** — an unanswered dial is not new information. It still moves them along the dialing ladder: onto *Dialing — Working* (queue 7), then *Dialing — Unreachable* (queue 9) once **Attempt #** reaches 4. | **#3-c-dial-attempts**, one line |
| `7 · Bad Data` | **Bad Data** | **#3-c-dial-attempts**, one line |

> **A dial never un-books anybody.** If the lead already has a call in the diary — Call Booked,
> Call Confirmed or No Show — an unanswered dial leaves that status exactly where it is. You can
> chase someone all week without knocking them out of the call day.

### What happens the moment you save

Within a few seconds, without you doing anything:

- The lead status moves per the table above.
- Your dial count on the lead goes up, which is what feeds queues 7 and 9.
- The full row is filed into Airtable **DIALS**, so it reaches the reports and Nate's oversight.
- On anything where you actually spoke to someone, AI reads the whole lead and writes the
  **pre-call brief the closer sees**. Your `Notes` are the main input.
- One card posts to the channel in the table — **one**, never two.

That last chain is why the notes matter. A one-word note produces a one-word brief, and the
closer walks into the call blind.

## 👤 Pre-Webinar Conversation

Same idea, different moment. When you speak to someone **before a webinar** — call, DM, SMS,
WhatsApp, email — log a **👤 Pre-Webinar Conversation** on the lead instead of a Dial Completed.

| Field | What goes in it |
|---|---|
| **Webinar Name** / **Webinar Date** | Which webinar you were warming them up for. |
| **Channel** | `Call` · `DM` · `SMS` · `WhatsApp` · `Email` · `Other`. |
| **Outcome** | `1 · Reached — Confirmed` · `2 · Reached — Unsure` · `3 · Reached — Not Attending` · `4 · No Answer / Voicemail` · `5 · Bad Data`. |
| **Excitement Level** | 1–10. Your read on how keen they are. It is tracked over time, so be consistent rather than generous. |
| **Attempt #** | Which attempt at reaching them this is. |
| **Notes** | What they said. |

## What to watch in Slack

These fire on their own, all day. You do not need to watch them like a hawk — the queue in
Close is your work list — but these are where you find out something changed.

| Channel | What lands there | What you do |
|---|---|---|
| **#3-b-funnel-applications** | Every new application, with their answers | New work. It lands in queue **5**, not queue 3. |
| **#1-d-setter-chat** | **Speed-to-lead breach alerts**, fired at **5 minutes** | A new application has gone 5 minutes uncontacted. Treat it as a nudge aimed at you. |
| **#3-e-booked-calls** | A call got booked | If you set it, that is your result landing. |
| **#3-f-cancelled-calls** | A call got cancelled | Goes into your recovery work. |
| **#3-a-webinar-sign-ups** | New paid webinar registrations | Feeds queues 10 and 11 later. |
| **#3-c-dial-attempts** | One line for every dial nobody decided on — no answer, bad data, reached-no-decision | Your own dialing, at a glance. |
| **#3-d-confirmed-calls** | A full card, with the brief, every time you confirm a call | What the closers read before the call. |
| **#3-f-cancelled-calls** | Cancellations and bad-fit DQs, under separate headings | |
| **#4-g-no-show** | Someone missed their sales call | Rescue work — matches queue 8. |
| **#2-b-setter-eod** | The end-of-day reminder, once it is switched back on | Currently off — nothing posts here today. |
| **#1-b-team-general-chat** / **#1-a-team-announcements** | The humans | Read these like a normal person. |

> Slack alerts are a signal, not a task list. **Close is the task list.** If a Slack card and
> the dial queue disagree, believe the queue.

## The five habits that make this work

1. **Log every dial, immediately.** Not at the end of the day. The details you lose are the ones the closer needed.
2. **Write notes for the closer, not for yourself.** They are the only person who reads them.
3. **Pick the honest outcome.** The outcome moves the record; a flattering one puts the lead in the wrong queue and it never gets worked.
4. **Work the queue in order.** It is ordered by what costs the business the most when it slips.
5. **Never type into a 🤖 activity.**

Cancel