Walk through a sample inquiry.

Northfield Heating & Air is a fictional business. Pick an inquiry on the left and step through what Lead Desk does with it. Scores, replies, alerts and follow-up dates come from the real rules engine; sending is simulated.

  • Choose an inquiry
  • Play, pause or pick a step
  • Switch to Follow-ups or Tracker
  • Open a rule for details
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Lead DeskSample workflow

Today 2:16 PM

Sample walkthrough (fictional business, results from the Lead Desk rules engine v1.1.0)

  1. Inquiry receivedSam Ortiz, Today 2:14 PM: “Our furnace stopped last night and we have no heat. Two kids at home. Can someone come today? It was making a loud banging noise before it died.”
  2. Rules appliedHeating or AC repair, urgent, score 90/100 (hot). +30 Heating or AC repair (high value); +25 urgent: no heat, today; +10 phone provided; +10 detailed message; +15 inside service area.
  3. Approved replyTemplate “urgent acknowledgement”, approved by the owner before go-live.
    Hi Sam,

We've received your message and flagged it as urgent. If you smell gas or suspect carbon monoxide, leave the building and call 911 or your gas utility first.

For the fastest response, call us now at (555) 010-4477. Otherwise we'll contact you as soon as possible.

Dana Reyes
Northfield Heating & Air
(555) 010-4477

Reply "stop" and we won't send further follow-ups.
  4. Owner notified[HOT] Sam Ortiz — Heating or AC repair
  5. Follow-up scheduledFollow-up 1: Wed, Oct 21, 2:14 PM; Follow-up 2: Fri, Oct 23, 2:14 PM; Follow-up 3: Tue, Oct 27, 2:14 PM. The reply check runs hourly.

What’s real here

Real rules, simulated sending.

What the demo shows, and where it comes from
ShownSourceStatus
Spam check, service, urgency, score and reasonsLead Desk rules engine v1.1, the same file that runs in Apps ScriptEngine output
Which reply is chosen, and its textEngine + the fictional business’s approved templatesEngine output
Owner alert contentEngineEngine output layout illustrative
Follow-up datesEngine’s follow-up plan (days 1, 3, 7)Engine output
Replies, bookings and a failed send in earlier recordsA fictional story written for the demoSimulated
The interface itselfDesigned to explain the workflow. Clients use a Google Sheet and Gmail.Illustrative
Email sendingNothing is sent from this pageSimulated

Full scope

What a Lead Desk client receives, and its limits.

Data and access

Where inquiries are stored and what the script can do.

Discuss your workflow

How your inquiries arrive today, and whether this fits.

Lead Desk · rule

Approved replies

Every message a customer can receive is written with you and approved before go-live. Lead Desk picks one of three acknowledgements by time and urgency, fills in the customer's first name (cleaned) and your details, and never repeats what the visitor typed.

Approved templateUrgent acknowledgement
To
Sam Ortiz <sam.ortiz@example.com>
Subject
We got your request — Northfield Heating & Air
Hi Sam,

We've received your message and flagged it as urgent. If you smell gas or suspect carbon monoxide, leave the building and call 911 or your gas utility first.

For the fastest response, call us now at (555) 010-4477. Otherwise we'll contact you as soon as possible.

Dana Reyes
Northfield Heating & Air
(555) 010-4477

Reply "stop" and we won't send further follow-ups.
Sample reply generated by the rules engine from the fictional Northfield configuration.

Templates in the sample configuration

Office hoursack
Hi {{first_name}},

Thanks for contacting {{business_name}} about {{service}}. Your request is with our team and we'll reply {{response_window}}.

If you'd like to pick a time now, you can book here: {{booking_url}}

{{signature}}
After hoursack_after_hours
Hi {{first_name}},

Thanks for contacting {{business_name}} about {{service}}. We're closed right now, but your request is first in line when we open — we'll reply {{response_window}} of opening.

You can also pick a time yourself: {{booking_url}}

{{signature}}
Urgentack_urgent
Hi {{first_name}},

We've received your message and flagged it as urgent. If you smell gas or suspect carbon monoxide, leave the building and call 911 or your gas utility first.

For the fastest response, call us now at {{phone}}. Otherwise we'll contact you as soon as possible.

{{signature}}
Follow-up 1followup_1
Hi {{first_name}},

Just checking you saw our reply about {{service}}. If it's still needed, you can book a time here: {{booking_url}} — or simply reply to this email.

{{signature}}
Follow-up 2followup_2
Hi {{first_name}},

Following up once more in case the timing wasn't right. We're happy to answer any questions before you decide.

{{signature}}
Follow-up 3followup_3
Hi {{first_name}},

This is our last note so we don't fill your inbox. If you still need help with {{service}}, reply any time and we'll pick it up.

{{signature}}

Placeholders such as {{first_name}} are filled from the inquiry and your settings. Every message ends with: “Reply "stop" and we won't send further follow-ups.”

Current limits

  • Email only. Text messages need a paid telephony service and are not offered.
  • Messages are fixed templates. Lead Desk does not write replies with AI.
  • One automatic reply per address per 24 hours, with hourly and daily caps.
  • A free Gmail account can send to about 100 recipients a day through Apps Script; Google Workspace allows more.
Discuss your messagesSee it in the demo

Lead Desk · rule

Priority rules

Each inquiry gets a score from 0 to 100 with the reasons attached, so you can see why it matters. Scores of 60 or more are hot, 30–59 are warm, and lower scores are cold. Spam is filtered first and never gets a reply.

Priority rulesSam Ortiz
90/ 100hot
  • +30Heating or AC repair (high value)
  • +25urgent: no heat, today
  • +10phone provided
  • +10detailed message
  • +15inside service area
Each point has a reason you can read. Weights are set during setup.
Default weights (adjusted during setup)
SignalPoints
High-value service (repair, installation)+30
Medium-value service (tune-up)+18
Low-value or general inquiry+6
Urgent wording (e.g. “no heat”, “today”)+25
Phone number provided+10
Detailed message (15+ words)+10
Inside the service area+15
Outside the service area-30
Mentions being an existing customer+5

Urgent words in the sample: no heat, emergency, gas smell, smell gas, carbon monoxide, water leaking, freezing, asap, urgent, today.

Current limits

  • Rules match words and fields. They don't understand meaning the way a person does, so unusual wording can be scored low.
  • Scoring is a guide for who to call first. It never decides whether someone gets a reply.
  • Service-area checks use ZIP code prefixes.
Discuss your rulesRead more

Lead Desk · rule

Follow-up schedule

If the customer hasn't answered, Lead Desk sends up to three short follow-ups in the same email thread, on days 1, 3, 7 after the inquiry (hot and warm: 3, cold: 1). They stop when the customer replies, asks to stop, or you change the status in your sheet.

Follow-up scheduleLee Park · warm
  1. Follow-up 1Tue, Oct 20, 9:40 PMscheduled
  2. Follow-up 2Thu, Oct 22, 9:40 PMscheduled
  3. Follow-up 3Mon, Oct 26, 9:40 PMscheduled

A reply check runs every hour. When Lee answers, the next check stops the remaining follow-ups.

Dates from the engine's plan for a sample inquiry received Mon 9:40 PM.
  • Reply check: runs every hour, so a follow-up stops at the next check after the customer answers, not instantly.
  • Out-of-office replies don’t count as an answer, so follow-ups continue.
  • Pause one lead: set its status to booked, won, lost or manual and no further follow-ups are sent.
  • Pause everything: switch test mode on; nothing is sent until you switch it off.

Current limits

  • Follow-ups are sent by an hourly run, so they can go out up to an hour after they are due.
  • A reply has to come from the customer's address in the same thread to be recognised.
  • If a send is interrupted, the lead is flagged for review instead of being retried automatically.
Discuss your follow-upTry a sample

Lead Desk · rule

Owner alerts

You get an email for each new inquiry with its score, the reasons and the customer's details, plus a summary every morning at 7:00 of new leads, customers who replied and anything that needs your attention.

Owner alertIllustrative email preview

[HOT] Sam Ortiz — Heating or AC repair

New lead: Sam Ortiz — Heating or AC repair
Score 90/100 (hot) — URGENT

Email: sam.ortiz@example.com
Phone: (555) 010-2231
ZIP: 02139
The alert goes to the owner's inbox. Content from the engine; layout illustrative.
  • Needs attention: if a reply can’t be sent, the inquiry is still saved, marked, and included in your alert and summary.
  • Errors are written to a log sheet and emailed to you at most once an hour, without customer details.

Current limits

  • Alerts are email only. Push notifications or texts are not offered.
  • Alerts are capped per hour; anything over the cap is covered by the daily summary.
  • The sample alert layout is illustrative; the content matches what the engine produces.
Discuss your workflowSee the data flow