CS-11 // Dossier
Live launch & fault triage
Took a clinic’s already-"finished" lead-response system live for a paid campaign — and found and fixed five faults that had each been silently costing bookings. Validated against real conversations, a real same-day booking and a real cancellation on launch day, not a simulation.
Exhibit // CS-11
R-02 · interface redrawn from the live build — zero client pixels
- Client
- R-01SEALED UNDER NDA. SPECIFICS WALK THROUGH LIVE. → BOOK
- Industry
- Aesthetics clinic · via agency
- System
- Live launch & fault triage
- Stack
- GoHighLevel · Conversation AI · SMS · Email
- Trigger
- A paid campaign about to go live on a system nobody had proven
- Metrics
- System scope
01 // The problem
The build was called done, but every workflow carried a send window the platform honours by parking messages, not skipping them — a lead arriving at 11pm got no text, no email, no alert, and their record never moved. Cancelled leads kept a "booked" label forever, and non-repliers got one text, one email, then silence.
02 // The system
Redrawn — no client data
The system
03 // The delta
Before and after go-live
Before
- An 11pm lead got no text, no email, no alert — record never moved
- Cancelled leads kept a "booked" label forever, excluded from follow-up
- Non-repliers: one text, one email, then silence
- A reminder texting "your consultation is tomorrow" seconds after a same-day booking
With the system
- Overnight enquiries answered on arrival
- Cancellations return to follow-up via a rebook stage — proven live in 90 seconds
- Nine messages over twelve days for the silent, each answering a different hesitation
- AI books, reschedules and cancels against the real calendar
04 // What got done
6 entries
- B-01Cleared the send window on the four workflows where speed to lead decides the outcome, so an overnight enquiry is answered on arrival
- B-02Upgraded the AI receptionist from link-sending to real calendar actions — live availability, booking, rescheduling, and cancelling only on an explicit confirmed yes
- B-03Built a 9-message, 12-day sequence for leads who never reply — each message answering a distinct hesitation, not repeating the nudge — plus a second track for reply-then-quiet
- B-04Built cancellation handling and a dedicated rebook stage, so a cancellation returns the lead to follow-up instead of stranding them
- B-05Rebuilt staff alerting: every new lead and every AI escalation raises a push, an email and a task
- B-06Moved all 15 emails off shared templates and onto the clinic’s own authenticated sending domain
05 // Outcome
System scope — capability metrics, honestly labeled
- → Scope
silent faults found & fixed before launch - 0
- → Scope
workflows live, verified against the account - 0
- → Scope
12-day chase built for silent leads - 0 msg
06 // The result
From the build log
- AI front desk booked, rescheduled and cancelled appointments itself — proven in real message history on launch day
- A live cancellation moved back into follow-up within 90 seconds
- Overnight leads answered on arrival instead of parked until morning
Want a system like this one?
Free · 30 min · leave with a rough scope either way