Employee Handbook
How we run leads and calls inside the Connect Hub. Built around four live pods — Intake, Engage, Convert, Answer — plus Reconnect, our automated follow-up system. The identity is unchanged; the way we work it is brand new.
Handbook Index
Intake
Speed-to-lead. Intake is the very first human contact a brand-new lead ever gets from DNA+. Your job is simple to say and hard to do well: reach every new lead fast, make real contact, and hand them off warm. Nothing downstream works if Intake is slow.
Identity & Purpose
Every paid lead a client generates lands in Intake first. A lead that just raised their hand is at peak interest — and that interest decays by the minute. Intake exists to catch that moment.
You are not here to have a long conversation or close a booking (that's Convert's job). You are here to make first contact within the SLA, every time, leave a professional trail when they don't pick up, and move the lead forward. Intake always comes first — before any other queue, all day long.
Where Intake Sits in the Flow
Answer (the inbound answering service) runs in parallel — handling calls that come back in from any stage.
How Intake Works in the Hub Now
This is the big change from the old handbook. There was no system before — now there is. You work Intake entirely from the Connect Hub.
The Intake page Hub → Intake
New leads appear automatically as cards, pulled from GHL's New Leads stage. Oldest at the top. This is your queue — work it down.
The SLA timer
Each card shows time elapsed since the lead came in. Your target is the ≤10-minute first human touch during business hours. The timer is your scoreboard.
Calling & texting
All outbound dialing happens in the GHL dialer — never RingCentral (RC is inbound-only). Call, leave a voicemail, then send the follow-up text from the same record.
Marking a lead "Handled"
When you've made your attempt, mark the card Handled. The Hub auto-moves the GHL stage to Lead Contacted for you. There's a short undo window if you tap it by mistake.
Booking on the spot teal Book button
If the lead is ready right now, the Book button opens Zenoti booking without leaving the card. Don't make a hot lead wait.
Spanish-speaking leads
Flag the lead as Spanish (ES). It routes into the shared Spanish queue and surfaces for a Spanish-speaking teammate in Convert — the lead stays visible to you too.
Step-by-Step Workflow
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Start your shift
Get ready before you touch a lead.
- Log into the Hub (Azure SSO) and confirm you're active.
- Confirm the GHL dialer is connected and your location/queue assignment for the day.
- Open the Intake page and scan how many new leads are waiting.
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Clear the Intake queue — top to bottom
Oldest lead first. Each new lead gets first contact within 10 minutes during business hours.
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Work each lead: Call → Voicemail → Text
- Call first. Phone is the default first action for every lead.
- No answer? Leave a detailed voicemail — warm, name the clinic, give a reason to call back.
- Immediately send a follow-up text as the second touch.
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Honor channel exceptions
If the lead arrived by text request, Instagram DM, or Facebook DM, match that channel instead of calling cold.
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Close the loop on the card
- Lead ready to book? Use Book Zenoti right there.
- Otherwise mark Handled → Lead Contacted — the stage moves automatically.
- Spanish speaker? Flag ES Spanish queue.
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Only then, move to Engage
Do not self-reprioritize. Engage work happens after Intake is fully cleared — and the moment a new lead lands in Intake, it jumps back to the top of your priorities.
SLA & Non-Negotiables
These three promises are the entire offer DNA+ sells. Intake owns the middle one. All timing is measured from DNA+ internal timestamps — not client dashboards.
- ✦Intake always comes first. Top priority at shift start and every time a new lead enters the queue.
- ✦Deliver the 10-minute SLA on every new lead during business hours.
- ✦Call, voicemail, and text on initial outreach — don't skip the VM or the text.
- ✦Don't self-reprioritize to Engage until Intake is clear.
- ✦The Hub is the source of truth. Client dashboards don't define SLA timing or compliance.
Tools You'll Use
Knowledge Check
Engage
Persistence with discipline. Most leads don't book on the first touch. Engage is the 14-day cadence that keeps working a quiet lead until they answer. The system schedules every touch and sends every text on its own. Your job is the calls.
Identity & Purpose
Once Intake makes (or attempts) first contact, the lead becomes an Engage lead and the cadence starts. It runs 14 days — 13 touches, 6 calls and 7 texts. Intake is about speed; Engage is about not letting go.
This is the part that changed. You no longer build the follow-up yourself. The system schedules every touch, sends every text automatically, and drops the calls that are due into your queue. What's left is the part only a person can do: pick up the phone and have the conversation.
So the discipline moved. It used to be "remember the cadence." Now it's work the calls the system gives you, on the day it gives them to you. Optimize for a response, not for volume.
Where Engage Sits in the Flow
When a lead starts replying actively, the work flows toward Convert. When the 14-day cadence finishes with no live conversation, the lead flows into automated Reconnect.
How Engage Works in the Hub Now
You work Engage from the Connect Hub — the same place Intake lives, just a different queue.
The Engage page Hub → Engage
The calls that are due today appear as cards. Each card shows the lead, the stage, the age of the lead, and the last touch — so you always know who's next. You don't decide who to call; the cadence already did.
Calling GHL dialer
All outbound calling goes through the GHL dialer (never RC). Voicemail is required on days 1, 2 and 3 and optional from day 5 — a call with no answer and no voicemail isn't a touch.
Texts send themselves
Every Engage text goes out automatically, at every location. You don't write them, send them, or chase them. A text in the thread you didn't send is the system: first the acknowledgment that fires the moment the lead comes in, then the cadence texts. Read what's already gone out before you dial, so you're not repeating what the lead just received.
Booking from the card
The Book in Zenoti control in the card header books the lead at the right clinic automatically — no jumping into Zenoti. Use it the instant a lead is ready.
When a lead replies
An active back-and-forth becomes a live conversation — keep working it toward booking. This is where Engage and Convert overlap; you carry the momentum forward.
Spanish-speaking leads
Flag ES to route the lead into the shared Spanish queue for a bilingual teammate in Convert. The lead stays on your board too.
Marking a lead "Opted Out"
An opt-out is an explicit request to stop receiving outreach — the lead replies with "stop," "unsubscribe," "take me off the list," or similar. Mark the lead Opted Out and end all outreach immediately. This state is reserved for a genuine request to cease contact, and nothing else.
Marking a lead "Bad Lead"
A bad lead can never convert and should be removed from active follow-up — for example invalid or unreachable contact information, an out-of-service-area location, spam, or a sales / solicitation inquiry rather than a genuine prospect. Mark the lead Bad Lead so the queue stays clean and your time stays on real prospects.
Aging out → Reconnect (automated)
If the cadence finishes on day 14 with no live conversation, the lead moves into the automated Reconnect system — you don't manually shuffle it anywhere. Reconnect keeps nurturing until real intent appears.
Step-by-Step Workflow
Move to Engage only after Intake is clear
New leads always come first. Once the Intake queue is empty, open the Engage page and start working calls.
Work the calls the system gives you
The cards on your board are the calls due today. Work them down. You're not choosing who to chase and you're not tracking anyone's day number — the cadence handles that.
Call, and leave the voicemail
- Days 1–3: the voicemail is required. Warm, name the clinic, give a reason to call back.
- Day 5: voicemail is optional — use your judgment.
- Don't send a manual text after the call. The cadence already has one scheduled, and doubling up is what makes leads opt out.
Work your calls in the morning where you can
On days 1, 2 and 3 the text is held until that day's call happens. Dial early and the text lands right behind your voicemail, the way it's meant to. Leave the call sitting and the text goes out alone at 5pm — still fine, just weaker.
Respect a stated preference
If a lead asks for a specific channel or time, that overrides everything above. Note it and honor it. Persistence, not pestering.
Exit the lead cleanly
- Booked Zenoti → stop the cadence and update the lead.
- Opted Out — the lead replied "stop," "unsubscribe," "take me off the list," or similar → end all outreach.
- Bad Lead — invalid contact info, out-of-service area, spam, or a sales inquiry → remove from active follow-up.
- No live conversation by day 14 → Reconnect (auto) → the system takes over.
The Cadence & Non-Negotiables
This is the heart of Engage. You don't have to run it — but you do have to understand it.
| Day | What happens | Yours? |
|---|---|---|
| Day 0 | Intake's call, voicemail, and no-answer fallback text — one touch, and Intake owns it | Intake |
| Day 1 | Call, then a text | The call |
| Day 2 | Call, text, second call | Both calls |
| Day 3 | Call, then a text | The call |
| Day 4 | Text only | — |
| Day 5 | Last call | The call |
| Day 7 | Text | — |
| Day 10 | Text | — |
| Day 14 | Final text, then the lead leaves Engage | — |
Five of your six calls happen in the first five days. That's deliberate — leads go cold fast, and almost every booking comes out of that window.
Never more than 2 calls a day, never closer than 3 hours
No lead gets rung twice in ten minutes, and only one call card per lead is open at a time — if a lead has more than one waiting, you see the most recent.
The lead's clock, not ours
Calls only go out 8am–7pm and texts 8am–6pm in the lead's own timezone. A lead in California doesn't get rung at 6am their time because it's 9am here.
A call that can't fit today is dropped, not pushed
Missed calls don't stack onto tomorrow. That's on purpose — carrying them forward is what used to make a lead reappear three times in one day and get hammered.
Texts wait for the call — days 1, 2 and 3
The call comes first by design. A lead texted before anyone has rung them thinks they're talking to a robot. The text releases when you dial, when you skip, or at 5pm — whichever comes first. A text also waits 90 minutes after you've called, so nobody gets a text seconds after hanging up.
- ✦Work the calls on the day they're due. A dropped call is a touch the lead never gets back.
- ✦Voicemail is required days 1–3. No voicemail, no touch.
- ✦Don't send manual Engage texts. The cadence owns the texting; adding your own double-messages the lead.
- ✦Front-load your day. Morning calls let the day 1–3 texts follow properly instead of firing alone at 5pm.
- ✦Optimize for response, not volume. The goal is a live conversation that leads to a booking.
Tools You'll Use
Knowledge Check
Convert
Sustain the conversation, win the appointment. When a lead is actively messaging back, Convert takes the wheel. The job isn't to answer messages — it's to keep a real conversation alive, remove every bit of friction, and guide the lead to a booked appointment.
Identity & Purpose
Convert owns the active back-and-forth — the moment a lead is replying and a real conversation is happening. That's the highest-value moment in the whole pipeline, and it's fragile. Hesitate, go cold, or make the lead do the work, and you lose them.
So Convert moves with speed, warmth, and ownership. You preserve momentum, diagnose what's really holding the lead back, and lead them to a decision with specific options. The whole point is to turn engagement into a booked appointment.
Where Convert Sits in the Flow
A lead reaches Convert the moment they engage — fresh from Intake, mid-Engage, or even re-awakened by automated Reconnect. Whenever there's a live conversation, it's Convert's to win.
How Convert Works in the Hub Now
Convert lives in the inbox — the live message thread with the lead — inside the Connect Hub.
Working the inbox Hub → Convert
Select a lead from the conversation list on the left. Their full message thread loads in the center panel. Always read the most recent message — then scroll back through the earlier messages so you have full context before you reply. Compose your response in the message box directly beneath the thread and send it with the Send button beside it. You read, gather context, and respond all in this one center panel.
Speed is the system
When a lead replies, respond quickly enough that they never have to restart the decision. Momentum lost is a booking lost.
Booking the appointment Book in Zenoti
When the lead is ready, select Book in Zenoti and follow the prompts. Before you confirm, check the card-on-file policy for the specific clinic you're booking — it varies by location. Send the lead the card-on-file link, wait for confirmation that the card has been added, then finalize the booking.
Spanish view
Leads flagged ES anywhere in the pipeline surface in Convert's Spanish view for a bilingual teammate to carry the conversation.
The Conversation Flow
Every live conversation moves through the same four beats: Respond → Diagnose → Direct → Close.
Respond
Answer quickly and acknowledge the lead with warmth and clarity. Sound human, calm, and sure of the next step — never robotic, never hesitant. Momentum is preserved.
Diagnose
Read between the lines for the real blocker before you accept a stalled conversation. Then solve the actual issue, not the surface answer.
If you sense… It usually means… Respond by… Scheduling friction They want in but the offered time doesn't work. Offer the next-best openings or check other availability. Location hesitation Unsure about the clinic or wants another option. Clarify other clinic/booking options and redirect to the best fit. Unstated resistance Vague delays or incomplete objections. Ask a simple clarifying question to surface the real blocker. Need for reassurance They need confidence in the process or next step. Use warm, clear language that makes the appointment feel easy. Direct
Offer a confident next step with real options: "We have Tuesday at 2:00 or Thursday at 10:30." Avoid putting the work on the lead with vague "what day works for you?" The lead can decide easily.
Close
Confirm the booked appointment — or, if you promised to check something with the clinic, close the loop by returning with the answer. Never leave a promise hanging.
SLA & Non-Negotiables
Convert is where the ≤60-minute first live conversation promise gets won. All timing is measured from DNA+ internal timestamps.
- ✦Respond fast when a lead messages — don't let momentum die.
- ✦Stay warm, clear, and easy to follow in every message.
- ✦Lead toward booking with specific date/time options, not open questions.
- ✦Diagnose the real hesitancy before accepting a stall; offer alternatives — other times, other clinics, or a clinic check-in.
- ✦Own the next step until the lead books, opts out, or goes inactive. Close every loop you open.
Tools You'll Use
Knowledge Check
Answer
The live voice of 4Ever Young. Answer is our inbound answering service. When a patient or prospect calls, you are the clinic — warm, professional, and book-first. Every call protects the patient experience, captures clean documentation, and moves toward a booking, without ever crossing into medical advice or protected information.
Identity & Purpose
Answer handles inbound calls on behalf of 4Ever Young clinics. The objective is simple: move callers toward a booked service or complimentary consultation whenever appropriate — and protect every existing booking — while staying strictly inside your approved scope.
Within scope: general questions about services and memberships; new bookings, reschedules, and cancellations; approved promotions; address, location, and next-step guidance.
Not within scope: medical advice or treatment recommendations; unapproved pricing or estimates; payments or insurance questions; any patient-specific medical information. When a call drifts here, you redirect — you never improvise.
Where Answer Sits in the Flow
Answer runs in parallel to the lead pipeline. A call can come in from a brand-new prospect or an existing patient — your job is to handle whoever picks up the phone, every time.
How Answer Works in the Hub Now
Answer is an inbound service. You take calls in RingCentral — you never dial out from it.
RingCentral — inbound only
Calls route to you through RingCentral. This is the one place reps do not dial out — all outbound dialing lives in GHL. In Answer, you receive, you don't call out.
On-screen prompts mirror the checklist
RingCentral prompts walk you through the required steps so no detail is missed — they mirror the call flow and checklist below.
The Answer dialer on every Connect page
Book, reschedule, and cancel from the Answer dialer — a button available on any page of Connect. Booking from it works exactly like Convert: Book in Zenoti → follow the prompts → check that clinic's card-on-file policy → send the patient the secure card link → wait for confirmation → finalize. Always offer to reschedule before cancelling to protect existing bookings.
Documentation & client alert
Every call ends with a clean note and, when needed, a summary/alert sent to the client. Documentation is part of the service — not optional.
The Five-Step Call Flow
Same progression every call, every time. Consistency is the standard, not an option.
Every call
- Reason for the call
- First & last name
- Phone number & email
- Service interest (if any)
When booking
- Verify DOB
- Service / consult type
- Location, date & time
- Card on file to reserve
- Disclose no-show / cancellation policy
Reschedule / cancel
- Verify existing appointment
- Confirm clinic location
- Offer reschedule before cancel
- Confirm the updated outcome
- Capture best callback number
A card on file is generally only needed for new patients.
Compliance & Non-Negotiables
You CAN
- Answer general questions about services & memberships
- Share approved promotions
- Book, reschedule, and cancel appointments
- Explain clinics are self-pay if that's the approved client language
You CANNOT
- Give medical advice or recommend treatments
- Quote unapproved pricing
- Take payments or approve refills
- Discuss another patient or share visit history / medical info
Approved redirects
- Pricing: "I can't quote pricing, but I can get you scheduled for a complimentary consultation where pricing is covered."
- Medical: "I'm not a medical provider, so I'm not able to answer medical questions."
- Another patient: "That must be handled directly by the clinic manager."
- Upset caller asking for management, or a complaint about staff / a provider
- Any privacy concern, threat, or legal threat
- A possible emergency or urgent medical concern
- Any question that exceeds your approved scope
Every note captures: caller name / phone / email · reason · action taken · appointment status · key details · follow-up needed (Y/N) & owner · escalation needed (Y/N). Send any promised text or email, and the summary/alert to the client.
Use DND for focused after-call work (writing the note, handling an escalation, completing a promised follow-up). Return to Available once the note is complete, the follow-up is sent, the alert is logged, and the handoff owner is clear. DND should not exceed 5 minutes post-call.
- ✦Warm greeting — company, location, and your name on every call.
- ✦Capture reason + name, phone, email before the call ends; DOB when booking.
- ✦Use book-first language and ask for a card on file when booking.
- ✦Never take a card number over the phone — send the secure card link from the Answer dialer.
- ✦No medical advice, pricing improvisation, or patient-info release — ever.
- ✦Complete the post-call note, follow-up, and alert on every call.
Tools You'll Use
Knowledge Check
Reconnect
Nothing goes cold quietly. Reconnect is an automated follow-up system that keeps working leads after the 14-day Engage cadence finishes. It nurtures aged leads on its own until real intent shows up — then hands a warm, ready lead back to a human. This is a system you understand, not a queue you work.
You do not staff Reconnect. There is no Reconnect queue to clear and no Reconnect shift to cover. The automations run on their own. Your only job is to be ready in Convert when a Reconnect lead wakes up.
Identity & Purpose
Most leads don't book in the first few days — and historically those leads just died after Engage. Reconnect exists so they don't. It keeps the follow-up alive automatically long after a rep would have moved on.
This is where DNA+ creates value beyond the original paid lead: a booking that would otherwise never have happened. The system warms the lead patiently until they show real interest, then routes them to a person to close.
Where Reconnect Sits in the Flow
A lead enters Reconnect automatically when Engage ends without a live conversation — and leaves it the moment it shows intent, landing back in front of a human in Convert.
How Reconnect Works (the System)
Because no one staffs Reconnect, what matters is understanding what it's doing on its own.
Automated nurture
Aged leads receive a sequence of automated follow-ups over time — no rep sends these. The goal is to gently re-open the conversation and surface any remaining interest.
Safe & controlled
Reconnect runs with safeguards so leads never get double-messaged, and it can be turned on per location. It's deliberate and steady, not a blast.
Opt-out is automatic
If a lead asks to stop, the system honors it on its own through a built-in unsubscribe — and that lead stays out. Never manually re-add an opted-out lead.
Hand-off on intent
When a lead replies with genuine interest — a booking question, urgency, readiness — that becomes a live conversation and lands in Convert for a human to take over.
Your Role — Catch the Wake-Up
Reconnect does the waiting. You do the closing — but only once a lead re-engages.
Let the system run
You don't message Reconnect leads, chase them, or work a list. Leave the automated nurture alone to do its job.
Watch for a re-engaged lead in Convert
When a Reconnect lead replies with real intent, it appears as a live conversation in Convert — the same place every active conversation lives.
Take over like any live conversation
Work it with the Convert playbook: Respond → Diagnose → Direct → Close. Move quickly — a lead that just re-engaged is interested now.
Book in Zenoti close the loop
Non-Negotiables
- ✦Don't work Reconnect manually. No queue, no shift, no outbound from you — let the automation run.
- ✦Respond fast when a lead wakes up. Re-engaged intent is perishable; treat it like a hot live conversation in Convert.
- ✦Never re-contact an opted-out lead. The system removes them for a reason.
- ✦Understand the trail. A re-engaged lead has already had automated touches — pick up the conversation, don't restart it.