Copy/paste worksheet
Start with 12 disposition codes
Keep the labels short enough for a CRM dropdown, but specific enough that the next owner knows what to do.
| Code | Use when | Required next field |
|---|---|---|
| NEW-UNTOUCHED | Lead arrived and no human response has happened yet. | Owner + first-response due time |
| CALLBACK-DUE | Customer asked for a callback or the first call was missed. | Callback window + owner |
| NEEDS-ONE-DETAIL | One missing detail blocks routing, quote, or scheduling. | Exact detail requested |
| QUOTE-SENT | Estimate/quote was sent and needs a follow-up date. | Follow-up date + quote link/reference |
| SCHEDULED | Appointment is booked and confirmation is needed. | Date/window + confirmation status |
| WAITLIST-CAPACITY | Business is booked out or waiting on a cancellation slot. | Earliest honest window + opt-in status |
| PARTS-DOCUMENTS-HOLD | Parts, permit, HOA, photos, certificate, or access details are missing. | Missing item + responsible party |
| NOT-A-FIT | Service, area, budget, timing, or policy makes the job not a fit. | Reason code + approved closeout message |
| WRONG-NUMBER-DNC | Wrong number, opt-out, spam, duplicate contact, or do-not-contact request. | Suppression/cleanup note |
| DUPLICATE-MERGED | Same lead arrived from more than one channel. | Primary record + preserved source(s) |
| LOST-REASON-KNOWN | The team knows why the lead was lost. | Evidence + reactivation eligibility |
| OWNER-REVIEW | The next reply touches price, diagnosis, warranty, emergency, refund, legal, or policy claims. | Reviewer + question to answer |
CRM fields to add beside the code
- Lead source: phone, form, text, marketplace, referral, repeat customer, ad, organic, or unknown.
- Last customer touch: date/time and channel of the latest real human or approved automated message.
- Next owner: dispatcher, estimator, tech, office manager, owner, customer, partner, or no-action.
- Next due time: a specific date/time, not “soon.”
- Stop reason: opt-out, wrong number, safety issue, legal/policy review, not serviceable, duplicate, or closed.
- Evidence link: call log, form entry, quote, photo, email thread, CRM note, or invoice reference.
STOP AUTOMATION: do not let AI assign a disposition code from incomplete notes if the result would trigger pricing, diagnosis, emergency advice, warranty/refund wording, or do-not-contact decisions.
Two copy/paste internal notes
1) Callback due handoff
Disposition: CALLBACK-DUE
Lead: {first_name_or_record_id}
Source: {call/form/text/marketplace/referral}
Need: {short_service_need}
Last touch: {time_and_channel}
Callback window: {approved_window}
Owner: {name_or_role}
Stop rule: Do not promise exact arrival, price, diagnosis, warranty, emergency status, or service availability until {reviewer} confirms.2) Needs one detail
Disposition: NEEDS-ONE-DETAIL
Missing detail: {photo/address/access/model/timing/budget/approval}
Customer-safe ask: {approved_question}
Owner after reply: {dispatcher/estimator/owner}
Due time: {date_time}
Stop rule: If the reply changes scope, safety, price, warranty, or policy, move to OWNER-REVIEW.AI audit prompt for disposition cleanup
Use anonymized counts and notes only. Remove names, phone numbers, addresses, photos, payment data, and private job details before pasting.
You are helping a local service business clean up lead disposition codes. Use only the anonymized summary below. Return: (1) which leads are missing a disposition, (2) which leads have a disposition but no next owner, (3) which leads have a next owner but no due time, (4) which records need OWNER-REVIEW, and (5) a safer CRM dropdown list. Do not invent call outcomes, customer consent, availability, pricing, diagnosis, warranty, emergency status, or lost reasons. If evidence is missing, write NEEDS HUMAN REVIEW. Summary: {paste anonymized lead table}Free first, paid if useful
Use codes to find the follow-up leak
After one week, count how many records sit in NEW-UNTOUCHED, CALLBACK-DUE, NEEDS-ONE-DETAIL, QUOTE-SENT, and OWNER-REVIEW. The biggest pile usually tells you which script or workflow to fix first.
For more scripts, routing rules, and lead rescue workflows, Local Lead Rescue System expands this into a full missed-lead recovery system.
Product signal: if this worksheet earns reuse, add a call-disposition/CRM cleanup appendix to Local Lead Rescue System.
Disclosure: Horizon Flow is Andrew Burton's digital product catalog. This free article is useful without purchase; product links are labeled and UTM-tagged.