HL Lead Journey V2

After HL Lead Journey V2 is completed Hepworth Legal’s lead follow-up will be fully customized to the legal issue the lead is facing and Hepworth Legal management will be able to monitor and improve GPT with minimal day to day involvement.

This will be done by re-doing Hepworth Legal’s current lead follow-up sequences to take full advantage of the Airtable + GPT integration and provide custom follow-ups based on the legal issue the lead is facing e.g., personal injury leads will get prompted and encouraged to schedule a free consultation where as tenant leads will go through the normal follow-up sequence. On top of this we will clearly define the responsibilities of the Lead Manager, reducing the tasks of this person while using them to improve GPT, eventually removing them from day to day follow-up. Finally, we will introduce high level reporting to track the effectiveness of GPT.

• Website submission and nolo have same follow-up sequence, use gpt to differeniate between the two in system prompt
• Task for team to call but if not called within certain amount of hours follow-up continues
• If call answered then go into call answered sequence. Tamara marks call sentiment in airtable, used to direct gpt message (ie considring, needs times, looking at other lawyers, other). Tamara changes date to when GPT should follow-up

• Do we have follow-ups not run at night? e.g. lead fills out form at 8pm do we wait to do follow-up until 8am?
• How do we change tasks without it affecting overall follow-ups?
• Is 2 hour delay ok for no call given?

• (1 hour) Add functionality to add user variables to GPT System Prompt field in follow-up tasks table
• (1 hour) Create new task Automated Lead Submission Follow-up SMS and Automated Lead Submission Follow-up Email that has different instruction for last task being Nolo vs Website and provides a custom follow-up
• (1 hour) Set next task to be HL Call with a delay of 2 hours, if 2 hours pass and that next task is still assigned it begins no-response follow-up automatically
• Add Task Steps to include updating fields Call Answered Category and Call Answered Notes then setting last task to Lead Answered Call
• Then after last task is changed they manually change the next task date to when lead should be followed-up with
• (1 hour) Add new fields Call Answered Category and Call Answered Notes that is used in system prompt new next task Automated Lead Answered Call Follow-up #1 SMS and Automated Lead Answered Call Follow-up #1 Email
• Add 2 more sequences before lead is considered lost

• Duplicate follow-up sequences for personal injury and divorce and customize system prompts

• What are the initial matter types we do this for? Start simple

• (1.5 hour) Duplicate the entire follow-up sequence created in goal #1, rename with matter type at the beginning and assign to a new status
• Make sure views are clean and easy to manage
• (.5 hour) Update initial call answered task to use conditions to assign the next task based on matter type
• (.5 hour) Confirm that lead types that match are successfully going into the different follow-up sequence
• (1.5 hours) Update next task conditions to allow for multiple conditions

• Initial response rate of each sequence
• Conversion rate of each sequence
• Conversion rate of leads with follow-up call vs leads without
• Include # of each type of gpt classification made and the # that were correct

• (4 hours) Update management metrics complication script to include the desired metrics

• (1 hour) Create steps and reporting process for Tamara to review daily how well GPT is classifying leads it has conversations with. Provide recommended new classifications, report wrong classifications
• (.5 hours) Go over responsibilities with Tamara