I build the system that answers before you do.

1. Stage 01

   Entry & channels

   Every way a lead reaches the agent, and the platform switch that makes email work at all.

   • Inbound SMS & email · Source · GoHighLevel — A prospect texts or emails the academy at any hour and the same agent owns both threads. → Primary-bot switch, Concierge agent
   • Reactivation drip reply · Source · GoHighLevel workflow — A cold-list contact replies to the reactivation campaign and is handed straight to the agent with positive intent. → Concierge agent (positive intent)
   • Primary-bot switch · Guard · Conversation AI — The agent is set as the account’s primary bot, which the platform requires before it will auto-reply to inbound email at all. → Concierge agent (email auto-reply enabled)

2. Stage 02

   Conversation control

   The persona, the pacing, the caps, and the guards that stop it double-texting.

   • Concierge agent · AI · Conversation AI (auto-pilot) — The AI front desk — a fixed program-director persona replying with no human review. → Conversation guardrails, Self-disclosure line (are you a bot?), Pricing deflection (price asked), Objection reflexes (known objection), Billing off-ramp (cancel · freeze · billing), Follow-up engine (contact goes quiet), Human handover (medical · hostile · out of scope)
   • Conversation guardrails · Guard · Conversation AI — Three settings held together: a 15-second delay before SMS replies and 5 minutes before email, a hard ceiling of 20 agent messages per conversation, and instant sleep the moment a human or workflow sends into the thread. → Who is training? (after the human-feel delay), Filtered inbox queue (20-message cap)
   • Self-disclosure line · Guard · Prompt (verbatim) — "Are you a bot?" is answered with one exact, unchangeable sentence, and then the agent moves on. → Who is training? (answered, moves on), Human handover (sincere human request)

3. Stage 03

   Qualification

   Establishing who is actually training before anything is offered.

   • Who is training? · Decision · Prompt (booking step 1) — The first question always splits three ways — yourself, your child, or multiple family members. → Whose details? (myself / my child), Family booking loop (multiple family members)
   • Whose details? · Decision · Prompt — A self-booker gives their own details; a parent gives the child’s first name while the contact record stays the parent — and the agent checks the record first, confirming what is already on file instead of re-asking. → Capture exact age (ask only what is missing)

4. Stage 04

   Knowledge & locked scripts

   What the agent may retrieve, and the verbatim lines it may never improvise around.

   • Five-document knowledge base · Data store · GoHighLevel knowledge base — The knowledge base is deliberately split into five documents — core/booking, pricing, membership and cancellation, objections, and boundaries/tone — all configured to always retrieve. → Concierge agent
   • Staff-editable values · CRM record · GoHighLevel custom values — Phone, address, booking-page URL, academy name and the persona name live as CRM custom values the agent interpolates. → Concierge agent
   • Pricing deflection · Guard · Prompt (hard-locked) — The agent may never quote a price, range, floor or anchor — one exact deflection script is used, and a second refusal to defer escalates to a human. → Human handover (second demand), Live slot fetch (accepts, books)
   • Objection reflexes · Message · Prompt + KB (verbatim) — Five common objections — not fit enough, too rough for my kid, too old, need to think about it, shy child — have word-for-word replies that all end in a booking nudge. → Live slot fetch (booking nudge accepted)
   • Billing off-ramp · Message · Prompt (verbatim) — Cancellation, freeze and billing-change questions get verbatim scripts routing the contact to the academy’s written-request email; the agent never negotiates or processes. → Filtered inbox queue (written request only)

5. Stage 05

   Age routing

   A number turned into exactly one program by table, not by model judgement.

   • Capture exact age · Capture · Prompt — The agent must obtain a number before suggesting any program — a school grade, "my toddler" and "my teen" are all rejected as age signals. → Age eligibility guards (range or out of window), Deterministic age router (exact number given)
   • Age eligibility guards · Guard · Prompt — Ages outside 3–99 are refused politely, and a range answer ("around 5 or 6") forces a re-ask rather than a pick. → Capture exact age (re-ask exact age), Deterministic age router (age 3–99)
   • Deterministic age router · Decision · Multi-calendar booking action — A fixed table maps the age number to exactly one of five program calendars, with no fallback calendar because every eligible age already fits one. → Five program calendars (one bracket, no fallback), Locked bracket rules (boundary age), Guardian consent gate (trainee under 18)
   • Locked bracket rules · Guard · Prompt (locked) — Two boundary rules override the table: a 16-year-old always routes to the adult program even though the juniors calendar’s display name reads as if it includes 16, and a child who has just turned into a new bracket books the higher program. → Five program calendars (16 → adult · just turned 10 → juniors)
   • Guardian consent gate · Guard · Prompt — Under-16s self-booking cannot be finalised without a guardian’s first name, phone and email; 16- and 17-year-olds booking the adult program need explicit in-thread guardian confirmation. → Book appointment (guardian captured)

6. Stage 06

   Booking

   Live availability, an explicit yes, and the loop for the rest of the family.

   • Five program calendars · Calendar · GoHighLevel calendars — One calendar per age bracket — 3–4, 5–6, 7–9, 10–15 and 16+ — each matched by its exact name plus a keyword list, and offered to the prospect only by its plain-English program name. → Live slot fetch
   • Live slot fetch · Calendar · Booking action — Real bookable slots are pulled from the routed calendar; if the window returns nothing the agent says so and offers the next window rather than inventing a time. → Explicit confirmation (slot chosen), Follow-up engine (zero slots — no booking yet)
   • Explicit confirmation · Decision · Prompt (booking step 5) — Name, program and date/time are read back and an affirmative is required before the booking action fires. → Book appointment (explicit yes)
   • Book appointment · Workflow · Appointment-booking action — The platform booking action is invoked silently against the matched calendar, then the agent sends the first-class brief — arrive early, workout clothes under a loaned uniform, water, shoes off — and flags the post-class enrolment meeting. → Trainee name & age (trainee is not the contact), Booked tag, Family booking loop (book another?)
   • Family booking loop · Decision · Prompt (loop logic) — After each booking the agent asks whether another family member should be booked and, on yes, loops back to name, age, route and confirm for the next person. → Whose details? (yes — next family member), Loop fallback link (second booking action unavailable), Loop race guard (fields overwritten per child)
   • Loop fallback link · Decision · Workflow + custom value — If the booking action cannot be re-invoked in one thread, the agent sends the staff-editable self-serve booking link for person two onward and fires a workflow that tags the contact pending and notifies staff; a stricter variant queues a manual callback within one business day. → Staff SMS alert (pending tag + notify), Trial booked (books via the self-serve link)

7. Stage 07

   CRM writes

   Fields, tags and one pipeline record per trainee on every booking.

   • Trainee name & age · CRM record · Contact custom fields — The trial student’s first name and a bare numeric age are written to dedicated custom fields — and the name is deliberately not written when the contact is booking for themselves. → Loop race guard
   • Loop race guard · Guard · Design constraint — Because the trainee fields are contact-level they are overwritten per child, so downstream automation must read them synchronously at booking time — mitigated either by creating the record inside the booking chain or by stamping trainee data onto the appointment itself. → One record per trainee (read synchronously at booking)
   • One record per trainee · CRM record · Opportunities + 3-stage pipeline — The contact stays the parent while each booked trainee becomes its own opportunity, moved along a dedicated three-stage pipeline by downstream automation rather than by the agent. → Trial booked (moved to the booked stage)
   • Booked tag · CRM record · GoHighLevel tag — A win tag applied by the booking action; it is the single signal every other subsystem reads to mean "stop chasing this person". → Stop-bot action (win exit), Reply auto-reset, Day-30 sunset (excluded from sunset)
   • Trial booked · Outcome · GoHighLevel — A confirmed trial on the age-correct calendar, trainee data captured, the win tag set and every chase system stood down.

8. Stage 08

   Follow-up ladder

   What happens to a lead who goes quiet, shaped by why they went quiet.

   • Follow-up engine · Workflow · Conversation AI auto-followup — The native follow-up engine runs underneath the agent, sending only between 9am and 8pm in the contact’s own timezone. → Follow-up guardrails, Hard opt-out (STOP / unsubscribe), Soft decline (not interested)
   • Follow-up guardrails · Guard · Auto-followup + workflows — Three rules wrap every ladder: channel switching is off so follow-ups go out on whichever channel the prospect used, the "trigger a workflow from inside a sequence" toggle is forced off everywhere, and the old scripted nudges in the handoff workflow were deleted while its stall tag and staff notification were kept. → Silent-lead ladder (stopped responding), Busy-lead ladder (said they are busy), Requested-callback ladder (asked us to follow up)
   • Silent-lead ladder · Message · Auto-followup (scenario A) — Five touches on a decaying cadence — 4 hours, then +24 hours, +3 days, +7 days, +14 days — each with a distinct frame: check-in, friction removal, social proof, permission to opt out, door-open close. → Reply auto-reset (any inbound reply), Day-30 sunset (still unbooked at day 30)
   • Busy-lead ladder · Message · Auto-followup (scenario B) — Three widely spaced touches — 2 days, +1 week, +3 weeks — for someone who explicitly said it is a bad time, ending in a stated farewell. → Reply auto-reset (any inbound reply), Day-30 sunset (still unbooked at day 30)
   • Requested-callback ladder · Message · Auto-followup (scenario C) — Two touches — the first timed by the AI to whatever window the contact actually named ("after the holidays", "ping me Monday"), then one friction-reduction message a day later. → Reply auto-reset (any inbound reply)
   • Reply auto-reset · Guard · Auto-followup — Any inbound reply cancels the remaining sequences in the active ladder and returns the conversation to the agent. → Concierge agent (agent resumes)

9. Stage 09

   Suppression & escalation

   Opt-out, hostility, sunset, and the eight conditions that fetch a human.

   • Hard opt-out · Guard · Native opt-out — STOP, unsubscribe or remove-me applies a hard-stop tag, cancels every sequence, exits every campaign and permanently excludes the contact from future batches. → Stop-bot action
   • Soft decline · Guard · AI suppression — "Not interested" applies a soft-no tag, exits the ladders, and additionally excludes the contact from the day-30 sunset. → Day-30 sunset (excluded from sunset)
   • Stop-bot action · Guard · Conversation AI — Four distinct conditions stop the agent for a contact: the win tag, a hard opt-out, hostility, and the sunset handoff tag. → Filtered inbox queue (thread parked for a person)
   • Day-30 sunset · Scheduled job · GoHighLevel workflow — At day 30 an unbooked, non-opted-out, non-hostile contact is retagged out of the active campaign and handed to a quarterly reactivation track — and the agent is explicitly stopped at that moment. → Stop-bot action (handed to the quarterly track)
   • Human handover · Human · Handover action — Eight named conditions hand the thread to a person — medical or injury, a refused pricing deflection, hostility, a broken link or calendar error, out-of-scope curriculum questions, a non-English message, an explicit ask for a human, and any sincere human request after the self-disclosure line. The agent stops replying and does not announce that it is leaving. → Stop-bot action (agent stops silently), Staff SMS alert
   • Staff SMS alert · Staff alert · GoHighLevel notification — Every handover fires an SMS to the program director — a channel choice explicitly signed off rather than assumed. → Filtered inbox queue
   • Filtered inbox queue · Human · Conversations inbox — Handed-over conversations are picked up in the CRM inbox filtered by the handoff tag. → Trial booked (a human closes the booking)

10. Stage 10

    QA & rollout

    The gates the agent had to pass before, and while, going live.

    • 19-case QA suite · Report · Bot trial mode — Nineteen scripted inbound messages with expected behaviours — age-routing edges, the bot-or-human question, the pricing demand, a medical question, a broken link, a non-English message, hostility, STOP, an empty calendar, a cancellation request and the multi-child loop — plus five ladder tests and one end-to-end run on a known-safe number. → 20-conversation audit (19 cases + safe-contact test pass), Concierge agent (every locked rule made falsifiable)
    • 20-conversation audit · Human · Manual review — Exactly twenty real conversations run under transcript review for pricing leakage, routing errors, missed handovers and voice drift before the hold is lifted and the agent handles all inbound unsupervised. → Concierge agent (issues found — rework)

Platforms · GoHighLevel · Conversation AI · SMS · Email