Local service lead response • SMS inbox • CRM hygiene
Inbound texts can hide urgent jobs, repeat customers, wrong numbers, quote questions, after-hours requests, and opt-outs in one messy inbox. Use this checklist before a dispatcher, owner, or AI assistant replies.
Use the free AI Lead Response Quickstart See Local Lead Rescue System
Text timestamp: [date/time/time zone]
Sender: [name/number/customer ID if known]
Likely category: [new lead / existing job / quote question / schedule change / warranty/callback / payment / wrong number / opt-out / emergency-safety]
Source evidence: [SMS thread / CRM match / missed call / form / prior invoice / none]
Consent/contact status: [text OK / call requested / email requested / opt-out / unknown]
Current unknowns: [address / issue / access / timing / photos / quote number / job ID / owner approval]
Response owner: [dispatcher / estimator / technician / manager / owner]
Next safe message: [ask one detail / acknowledge and route / schedule callback / owner review / stop automation]
STOP AUTOMATION: Do not invent prior contact history, customer intent, consent, availability, pricing, diagnosis, warranty, emergency priority, referral quality, payment status, or completion details.
Hi [Name] — thanks for texting [Business]. We can point you in the right direction. Could you send [one detail: address area / issue / photo / best callback window]? We will review the current info before confirming schedule, pricing, or next steps.Hi [Name], thanks for the update. I’m going to match this to the current job/quote before replying with details. If you have it handy, please send [job/quote number or address] so we do not guess from the wrong record.Thanks for texting [Business]. We received your message after hours. If this involves immediate safety risk, please use [approved emergency instruction]. Otherwise, we will review the details during [next review window] and follow up with the safest next step.Thanks — before we route this, could you send [photo/access detail]? We use that to avoid guessing and to decide whether this needs a callback, appointment, or owner review.Thanks for letting us know. We will mark this thread as [wrong number / do not contact] and stop further outreach from this workflow. If this was a mistake, reply with the best contact details.| Label | Use when | Required proof |
|---|---|---|
| TEXT-NEW-LEAD | New prospect text needs routing. | Timestamp, phone number, requested service, owner |
| TEXT-NEEDS-DETAIL | One current fact is missing before response. | Exact missing detail requested |
| TEXT-JOB-MATCH | Message may belong to an existing quote/job. | Matched job/quote ID or owner review note |
| TEXT-OWNER-REVIEW | Pricing, warranty, emergency, refund, access, legal, or consent risk exists. | Question for manager/owner |
| TEXT-STOP | Opt-out, wrong number, source rules, or policy blocks follow-up. | Stop reason and reviewer |
You are helping a local service business triage inbound text messages. Use only the notes provided. Return: (1) likely category, (2) known facts, (3) missing facts, (4) consent/contact status, (5) safest next reply, (6) CRM label, (7) owner-review items, and (8) stop-automation risks. Do not invent prior contact history, customer intent, consent, price, schedule, diagnosis, warranty, emergency priority, referral options, payment status, or job completion. If evidence is missing, write NEEDS OWNER REVIEW.
Pair this with the Missed Call Text-Back Templates, SMS Consent Follow-Up Templates, Wrong Number Cleanup Checklist, and Local Service Lead Response Resource Library.
Product signal: if inbound-text resources earn clicks/replies/reuse, consider adding a Local Lead Rescue worksheet for SMS inbox category, response owner, consent/contact status, job-match proof, and stop-automation risks. This run records one signal only; monitor before editing the buyer ZIP.