RepairLink 2 — Speed-to-Lead

Response Escalation Matrix

Make response failure visible and assign a fallback owner before a lead is lost. The Matrix answers 'what happens when the responder or automation fails?' — turning silent drops into triggered, owned, logged escalations.

Link

Link Name

Speed-to-Lead

Loop Step

Repair

Role

control

Purpose

What To Measure

Escalation trigger rate, time-to-escalation, escalation resolution rate, and how many escalations end in recovered contact vs a logged loss.

Configuration Policy

Owners, times, and channels are operator-configurable values set from RLR-11. Do NOT invent emergency or regulated-industry escalation rules; the business defines what 'urgent' and 'high-intent' mean and any policy-driven handling.

Severity System

Note: Configurable severity so escalation is proportional. Levels are the default template; operators may rename or retune them.

Matrix Schema

Note: Every escalation condition is defined with these fields. Bracketed values are operator-set from RLR-11.
Fields: trigger; primaryOwner; backupOwner; escalationTime; escalationChannel; requiredAction; finalDisposition; loggingRequirement; severity

Conditions

primary_no_action

Trigger: Primary responder does not act on a new inquiry
Primary Owner: [assigned responder]
Backup Owner: [backup responder]
Escalation Time: [RLR-11 first-attempt target]
Escalation Channel: [alert channel, e.g. CRM task + SMS]
Required Action: Backup takes the inquiry and attempts contact.
Final Disposition: contacted | reassigned | logged_loss
Logging Requirement: Record missed primary, reassign time, outcome.
Severity: 2

sla_exceeded

Trigger: Response SLA exceeded for the inquiry class
Primary Owner: [assigned responder]
Backup Owner: [team lead]
Escalation Time: [at breach]
Escalation Channel: [alert channel]
Required Action: Immediate attempt by backup/lead; note cause.
Final Disposition: recovered | logged_loss
Logging Requirement: Breach time, cause, recovery outcome.
Severity: 2

automation_failed

Trigger: Automation fails (acknowledgement, routing, text-back did not fire)
Primary Owner: [operations/automation owner]
Backup Owner: [ops backup]
Escalation Time: [on detection]
Escalation Channel: [ops alert]
Required Action: Manual acknowledgement/contact for affected leads AND repair the automation.
Final Disposition: recovered + control_fixed
Logging Requirement: Affected leads, failure window, fix.
Severity: 4

call_not_completed

Trigger: Call cannot be completed
Primary Owner: [assigned responder]
Backup Owner: [backup]
Escalation Time: [RLR-11 retry cadence]
Escalation Channel: [SMS/email]
Required Action: Switch channel per priority; continue retry cadence (RLR-13 for missed inbound).
Final Disposition: contacted | moved_to_nurture | logged_loss
Logging Requirement: Attempts, channels tried.
Severity: 2

sms_failed

Trigger: SMS delivery fails
Primary Owner: [assigned responder]
Backup Owner: [ops]
Escalation Time: [on failure]
Escalation Channel: [alt channel]
Required Action: Fall back to call/email; check number validity.
Final Disposition: contacted | invalid_contact | logged_loss
Logging Requirement: Failure reason, fallback used.
Severity: 3

email_failed

Trigger: Email delivery fails (bounce)
Primary Owner: [assigned responder]
Backup Owner: [ops]
Escalation Time: [on bounce]
Escalation Channel: [call/SMS]
Required Action: Fall back to call/SMS; verify address.
Final Disposition: contacted | invalid_contact | logged_loss
Logging Requirement: Bounce type, fallback used.
Severity: 3

high_intent_uncontacted

Trigger: High-intent lead remains uncontacted
Primary Owner: [assigned responder]
Backup Owner: [senior responder]
Escalation Time: [tighter high-intent window]
Escalation Channel: [priority alert]
Required Action: Senior responder makes immediate multi-channel attempt.
Final Disposition: recovered | logged_loss
Logging Requirement: Intent signal, attempts, outcome.
Severity: 3

appointment_ready_needs_human

Trigger: Appointment-ready lead needs human intervention
Primary Owner: [booking owner]
Backup Owner: [sales lead]
Escalation Time: [immediate]
Escalation Channel: [priority alert]
Required Action: Human completes booking/handoff (Link 5).
Final Disposition: booked | logged_loss
Logging Requirement: Trigger, who resolved, booking result.
Severity: 3

immediate_callback_requested

Trigger: Lead requests immediate callback
Primary Owner: [assigned responder]
Backup Owner: [backup]
Escalation Time: [urgent window as business defines]
Escalation Channel: [priority alert]
Required Action: Call back within the urgent window; if unavailable, backup calls.
Final Disposition: contacted | logged_loss
Logging Requirement: Request time, callback time.
Severity: 3

system_routing_failure

Trigger: System / routing failure (lead not assigned to anyone)
Primary Owner: [operations owner]
Backup Owner: [ops backup]
Escalation Time: [on detection]
Escalation Channel: [ops alert]
Required Action: Manually assign; repair routing rule.
Final Disposition: assigned + control_fixed
Logging Requirement: Unowned window, root cause, fix.
Severity: 4

unresolved_after_hours

Trigger: Unresolved after-hours lead
Primary Owner: [morning/overnight owner]
Backup Owner: [team lead]
Escalation Time: [per RLR-14 handoff]
Escalation Channel: [morning queue]
Required Action: First business-hours attempt per RLR-14 recontact rule.
Final Disposition: contacted | moved_to_nurture | logged_loss
Logging Requirement: Handoff status, first-attempt time.
Severity: 2

repeated_failed_attempts

Trigger: Repeated failed contact attempts
Primary Owner: [assigned responder]
Backup Owner: [team lead]
Escalation Time: [at max attempts from RLR-11]
Escalation Channel: [review queue]
Required Action: Lead review: change channel/approach, hand to nurture (RLR-24/25), or stop with a recorded reason.
Final Disposition: moved_to_nurture | no_contact_stopped
Logging Requirement: Total attempts, decision, reason.
Severity: 2

How To Interpret

Frequent Level 2 escalations mean the SLA or staffing is mismatched to volume. Frequent Level 4 escalations mean the automation/routing itself is unreliable — fix the control, not just the leads. Escalations that trigger but never resolve mean the fallback owner is also a gap.

Action That Follows

Populate every bracketed owner/time/channel from RLR-11, wire triggers into CRM/telephony alerts, then verify each condition fires and resolves.

Owner

Revenue/operations leader owns the Matrix; each condition names its own primary, backup, and escalation owners.

How To Implement

1) Set severity levels and owners from RLR-11. 2) Configure each trigger as a real alert/task in CRM/telephony. 3) Define required action and logging per condition. 4) Brief owners and backups.

How To Test

Force each trigger with a test lead (skip the primary, kill an automation, bounce an email) and confirm the correct owner is alerted within the escalation time and the event is logged.

When To Remeasure

14 and 30 days after rollout (RLR-42); review escalation volume in the weekly operating review (RLR-38).

How To Know It Improved

Fewer leads reach a 'logged_loss' disposition, time-to-escalation is within target, and Level 4 failures trend down as controls are fixed — not merely that alerts exist.

How to implement

Install the change exactly as the playbook describes; log it on the Repair Plan.

How to verify

Installing a workflow is implementation, not closure. QA the repair before you trust it.

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