Handoff SLA & Ownership Matrix
Make ownership explicit from booking through appointment completion and the subsequent next action, so no prospect is ever lost because it was unclear who owned them.
Id
RLR-32
Link
5
Link Name
Booking + Handoff
Role
control
Loop Step
Repair
Purpose
Make ownership explicit from booking through appointment completion and the subsequent next action, so no prospect is ever lost because it was unclear who owned them.
Governing Question
WHO OWNS THE PROSPECT RIGHT NOW? The matrix must answer this at every stage, with a named primary owner, a backup, a required action, an SLA, an escalation path, a required disposition, a next action, and a logging requirement.
Consolidation Note
This matrix absorbs and improves any prior ShiFt ownership or routing SOP for booked prospects into one canonical ownership control. Lead routing at qualification remains governed by RLR-20; this matrix governs ownership from booking onward.
State Schema
- Fields
- state; primary_owner; backup_owner; required_action; sla_timing; escalation_condition; escalation_owner; required_disposition; next_action; logging_requirement
Ownership States
- State
- BEFORE_BOOKING
- Primary owner
- intake/booking owner
- Backup owner
- RevOps
- Required action
- convert appointment-ready prospect into a booked time using RLR-28
- Sla timing
- while the prospect is still engaged / within the readiness window
- Escalation condition
- prospect ready but not booked within the window
- Escalation owner
- booking supervisor
- Required disposition
- booked or explicit not-booked reason
- Next action
- book or schedule follow-up (Link 4)
- Logging requirement
- record readiness time and booking attempt
- State
- BOOKED
- Primary owner
- assigned appointment owner
- Backup owner
- booking team
- Required action
- confirm ownership and trigger RLR-29 immediate confirmation
- Sla timing
- immediately on booking
- Escalation condition
- no owner assigned at booking
- Escalation owner
- RevOps
- Required disposition
- owner assigned + confirmation sent
- Next action
- confirmation sequence
- Logging requirement
- log owner, calendar, confirmation sent
- State
- CONFIRMED
- Primary owner
- assigned appointment owner
- Backup owner
- automation
- Required action
- ensure reminders scheduled and handoff (RLR-31) created
- Sla timing
- within the reminder lead time
- Escalation condition
- confirmation not acknowledged for high-value appointment
- Escalation owner
- assigned owner (human confirmation)
- Required disposition
- confirmed + handoff drafted
- Next action
- pre-appointment reminders
- Logging requirement
- log confirmation acknowledgement and handoff creation
- State
- PRE_APPOINTMENT
- Primary owner
- assigned appointment owner
- Backup owner
- backup owner
- Required action
- review the handoff and prepare; verify reminders fired
- Sla timing
- before the appointment start
- Escalation condition
- handoff incomplete or owner unavailable
- Escalation owner
- backup owner then supervisor
- Required disposition
- prepared / reassigned
- Next action
- conduct appointment
- Logging requirement
- log handoff reviewed and owner readiness
- State
- APPOINTMENT_DUE
- Primary owner
- assigned appointment owner
- Backup owner
- backup owner
- Required action
- conduct the appointment at the scheduled time
- Sla timing
- at scheduled time
- Escalation condition
- owner misses/does not start the appointment
- Escalation owner
- backup owner then supervisor
- Required disposition
- showed / no_show / cancelled / rescheduled
- Next action
- record outcome
- Logging requirement
- log actual start and attendance
- State
- SHOWED
- Primary owner
- assigned appointment owner
- Backup owner
- RevOps
- Required action
- record outcome and set post-appointment next action
- Sla timing
- same day
- Escalation condition
- outcome not recorded
- Escalation owner
- supervisor
- Required disposition
- outcome + next action recorded
- Next action
- post-appointment next step
- Logging requirement
- log outcome, notes, next action, owner
- State
- NO_SHOW
- Primary owner
- assigned appointment owner
- Backup owner
- automation
- Required action
- trigger the No-Show Rescue Playbook (RLR-30)
- Sla timing
- within minutes of missed start
- Escalation condition
- high-intent/high-value no-show or no recovery response
- Escalation owner
- senior owner
- Required disposition
- recovery outcome / nurture / explicit stop
- Next action
- recovery sequence
- Logging requirement
- log no-show, recovery attempts, outcome
- State
- CANCELLED
- Primary owner
- assigned appointment owner
- Backup owner
- booking team
- Required action
- capture cancel reason and offer reschedule where appropriate
- Sla timing
- same day
- Escalation condition
- cancel reason indicates recoverable friction
- Escalation owner
- booking supervisor
- Required disposition
- rescheduled / nurture / closed with reason
- Next action
- reschedule or disposition
- Logging requirement
- log cancel reason and disposition
- State
- RESCHEDULED
- Primary owner
- assigned appointment owner
- Backup owner
- automation
- Required action
- set new time, restart RLR-29 for the new appointment
- Sla timing
- at reschedule
- Escalation condition
- repeated reschedules without attendance
- Escalation owner
- senior owner
- Required disposition
- new appointment booked + confirmed
- Next action
- confirmation sequence for new time
- Logging requirement
- log old/new time and reschedule count
- State
- POST_APPOINTMENT
- Primary owner
- assigned appointment owner
- Backup owner
- RevOps
- Required action
- complete the recommended next step and hand to the next stage
- Sla timing
- within the follow-up deadline
- Escalation condition
- no next action taken by deadline
- Escalation owner
- supervisor
- Required disposition
- next-stage outcome recorded
- Next action
- advance to next stage / Link 6 reconciliation
- Logging requirement
- log next-stage outcome and any revenue where available
- State
- NEXT_ACTION_DUE
- Primary owner
- assigned next-step owner
- Backup owner
- RevOps
- Required action
- execute the committed next action
- Sla timing
- by the follow-up deadline
- Escalation condition
- deadline missed
- Escalation owner
- supervisor
- Required disposition
- action completed or re-owned
- Next action
- close loop or route back to Link 4
- Logging requirement
- log completion, owner, timestamp
Failure Scenarios
booked_without_owner
- Rule
- A booking with no assigned owner escalates to RevOps immediately; the prospect is never left unowned at BOOKED.
owner_unavailable
- Rule
- If the primary owner is unavailable, the backup owner assumes ownership within the state SLA; supervisor is notified.
wrong_person_assigned
- Rule
- A booking on the wrong calendar/owner is reassigned to the correct owner and the calendar is corrected; the handoff moves with it.
prospect_requests_change
- Rule
- A change request routes to RESCHEDULED with the current owner retaining ownership until the new time is confirmed.
prospect_cancels
- Rule
- A cancel captures a reason and offers reschedule where appropriate; disposition is recorded, never silently dropped.
prospect_no_shows
- Rule
- A no-show triggers RLR-30 under the assigned owner; it is never auto-closed as lost.
staff_misses_appointment
- Rule
- If staff miss the appointment, the backup owner reaches out immediately to rebook and the miss is logged as a staff-side failure, not a prospect no-show.
outcome_not_recorded
- Rule
- An appointment with no recorded outcome escalates to supervisor; the state cannot advance until the outcome is logged.
no_post_appointment_next_action
- Rule
- A completed appointment with no next action escalates at NEXT_ACTION_DUE; the loop cannot be considered closed.
handoff_data_incomplete
- Rule
- An incomplete handoff at PRE_APPOINTMENT escalates to the booking owner to complete before the appointment.
automation_fails
- Rule
- If confirmation/reminder automation fails, the assigned owner performs the action manually within the SLA and the failure is logged for repair.
calendar_sync_failure
- Rule
- A calendar sync failure escalates to RevOps; the appointment is re-verified on the system of record before it is treated as valid.
Stop Vs Disqualify
STOP FOLLOW-UP/RESCUE at a booking stage is not DISQUALIFY LEAD. Ownership ends for a stage only with a recorded disposition; a valid future opportunity moves to nurture (RLR-25), not to disqualification.
Handoff From Link4
- Note
- Ownership continues from Link 4's owner and recommended next action; the matrix does not re-run routing (RLR-20) or follow-up logic.
- Consumes
- owner; recommended_next_action
Handoff To Link6
- Note
- Ownership and outcome logging feed Link 6 without authoring Link 6 content.
- Exposes
- assigned_owner; appointment_outcome; show_no_show_status; reschedule_status; next_stage_outcome; retained_or_won_status_when_available; revenue_when_available
Compliance Guardrail
Ownership actions respect opt-outs, do-not-contact, quiet-hours, and the business's approved communication and data policies. The matrix invents no legal requirements and bypasses no provider restrictions; jurisdiction- and industry-specific rules are applied by the operator.
What To Measure
Whether every booked prospect has a clear owner at every stage — tracked via ownership-completeness (share of appointments with an assigned owner and recorded outcome at each state) and SLA adherence.
Data Required
Per appointment: owner at each state, action timestamps vs SLA, escalations triggered, dispositions recorded, and next-action completion.
How To Interpret
Gaps where owner or outcome is blank identify exactly where prospects fall through. Frequent escalations at one state reveal a systemic ownership or capacity problem there. High SLA-miss rates at APPOINTMENT_DUE or NEXT_ACTION_DUE indicate staffing or process failure, not lead quality.
Action That Follows
Assign named owners and backups per state, set SLAs and escalation owners, and enforce that a state cannot advance without its required disposition and logging.
Owner
RevOps owns the matrix itself; each state names its own primary and backup owner.
How To Implement
Encode the states, owners, SLAs, and escalation rules in the CRM/workflow, make outcome and owner fields required to advance a state, and route escalations to the named owners.
How To Test
Walk a test appointment through every state and force each failure scenario (no owner, owner unavailable, wrong calendar, no-show, unrecorded outcome, automation failure) to confirm the right escalation fires and the state cannot advance without disposition and logging.
When To Remeasure
Re-measure ownership-completeness and SLA adherence 14 and 30 days after rollout.
How To Know It Improved
The matrix helped only when re-measured ownership-completeness and SLA adherence rise on real records and unowned/undispositioned appointments approach zero — not because a matrix was written.
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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