What we've set up for you
Before you first logged in, we built your account: a sales pipeline, the automations that follow up with your leads, email and text templates, your landing page and enquiry form, your booking calendar, and the connections that bring leads in from Facebook and your website.
This page explains what runs on its own, so you can tell the difference between “the system is working” and “something’s wrong” — and so you know which parts are your team’s job.
What happens to a new lead
Section titled “What happens to a new lead”- A lead comes in through your Facebook ad form or your website form.
- SURGE creates a contact and a card in the New Lead stage of your pipeline, notes where the lead came from, and starts the colour-coding clock.
- A welcome email and text go out straight away, with a link to book in. (Texts only send if SMS is switched on for your account.)
- Your team calls them. This is the part no automation can do for you.
- You move the card to the stage that matches what happened. Moving the card is what tells SURGE which follow-up to send next.
From there, SURGE handles confirmations, reminders and follow-ups at each stage, while your team handles the conversations.
Your pipeline stages
Section titled “Your pipeline stages”Find your pipeline under Opportunities. Each lead is a card; each column is a stage.
| Stage | What it means | What SURGE does automatically |
|---|---|---|
| New Lead | Just arrived — nobody has spoken to them yet | Sends the welcome email and text. Starts colour coding |
| No Answer | You’ve tried to reach them, no response | Sends a follow-up, adds one to the call count, and moves the card back to New Lead after 24 hours so it stays at the top of your list |
| Active Conversation | You’re genuinely talking with them | Nothing — on purpose. Automated messages would talk over you. Colour coding stays on |
| Booked Call | They’re in your calendar | Sends a confirmation and reminders |
| Didn’t Attend Call | They missed their appointment | Sends messages inviting them to re-book |
| Attended Phone Call | You’ve had the call | Sends a follow-up after the call |
| Follow Up / Proposal Sent | You’ve sent pricing or an offer | Sends a follow-up sequence |
| Booked Trial / Onboarding | They’ve booked a trial or first session | Sends a confirmation |
| Attended Trial / Onboarding | They came to their trial or first session | Off by default — see optional sequences |
| Joined Offer | They’ve signed up | Off by default — see optional sequences |
| Became Member / Client | They’re a paying member or client | — |
| Not Sold | They decided not to go ahead | — |
| Wrong Number | The details they gave don’t work | — |
| Dead Lead / Long Term Nurture | No contact after repeated attempts | Sends occasional messages over time to re-engage them |
If we’ve tailored your pipeline for your business, your stage names may differ slightly from the list above.
Colour coding
Section titled “Colour coding”Leads in New Lead, No Answer and Active Conversation are colour coded by how long they’ve been waiting, so you can see at a glance who needs a call first.
| Colour | Lead age |
|---|---|
| 🟢 Green | Days 1–3 |
| 🟡 Yellow | Days 4–7 |
| 🔴 Red | Days 8–10 |
The colour comes off as soon as a lead moves to any other stage — a booked or sold lead doesn’t have an age. After 10 days without contact, a lead moves to long-term nurture, unless it’s in Active Conversation. A lead in Active Conversation stays put until someone on your team moves it, because a person is looking after it.
Call attempts
Section titled “Call attempts”Every time a card goes into No Answer, SURGE adds one to that lead’s Call Attempts count. After three unanswered attempts, the lead moves to the Follow Up sequence automatically.
The count is there so you can see whether follow-up is actually happening. The standard that converts best:
Optional sequences
Section titled “Optional sequences”Two follow-up sequences are switched off by default: the messages after a trial or first session, and the welcome email when someone joins. Most businesses send those from their own member system — GymMaster, Mindbody, Hapana and so on — and two welcome emails from two systems looks messy.
If you’d like SURGE to send them instead, let us know and we’ll turn them on.
Your automations
Section titled “Your automations”Under Automation you’ll see a list of workflows named WF-00, WF-01 and so on. They run everything described on this page.
Please don’t edit, pause, copy or delete them. They depend on each other, and a small change in one can quietly stop follow-ups across your whole pipeline. If something looks off, tell us and we’ll look at it. You’re welcome to build your own automations alongside ours.