# CareFlow Setter Daily SOP Checklist

Use this checklist every working day.

## Start Of Shift

- [ ] Open CareFlow Setter dashboard
- [ ] Open CRM or GHL pipeline
- [ ] Open notification email
- [ ] Check Retell call summaries
- [ ] Check new leads
- [ ] Check missed calls
- [ ] Check human handoff alerts
- [ ] Check Social Growth replies or content-generated inquiries, if active

## Review New Leads

For every new lead:

- [ ] Read the call or message summary
- [ ] Confirm name
- [ ] Confirm phone number
- [ ] Confirm email if available
- [ ] Identify business type or service interest
- [ ] Identify lead source
- [ ] Tag Social Growth or content-generated leads, if applicable
- [ ] Identify main pain point
- [ ] Decide the correct pipeline stage

## Move Leads

- [ ] Move qualified leads to Qualified
- [ ] Move booked leads to Strategy Call Booked
- [ ] Move sensitive leads to Needs Human Follow-Up
- [ ] Move wrong-fit leads to Not A Fit
- [ ] Add a short note to every moved lead

## Human Handoff Review

Move to human review if the lead mentions:

- [ ] Medical advice
- [ ] Urgent symptoms
- [ ] Diagnosis questions
- [ ] Treatment safety
- [ ] Insurance
- [ ] Billing
- [ ] Complaint
- [ ] Specific provider request
- [ ] Confusion or frustration

## Follow Up

- [ ] Follow up with qualified leads
- [ ] Follow up with missed calls
- [ ] Follow up with no-shows
- [ ] Follow up with old reactivated leads
- [ ] Follow up with Social Growth replies using approved prompts, if active
- [ ] Confirm appointment details for booked leads

## Social Growth Check

Use this section only when CareFlow Social Growth Engine is active.

- [ ] Review comments, DMs, email replies, SMS replies, or form leads from content
- [ ] Confirm each reply has a source note or campaign theme
- [ ] Route interested prospects into the normal CareFlow pipeline
- [ ] Use the approved CTA toward a booking, call, or form
- [ ] Escalate clinical, urgent, billing, insurance, or complaint questions
- [ ] Note the best-performing content theme

## Voice AI Quality Check

Review at least three conversations:

- [ ] One qualified lead
- [ ] One human handoff
- [ ] One lost or not-fit lead

Check:

- [ ] AI greeted quickly
- [ ] AI sounded clear and energetic
- [ ] AI asked one question at a time
- [ ] AI avoided medical advice
- [ ] AI collected contact details
- [ ] AI pushed toward the correct next step
- [ ] AI used the right handoff when needed

## Report Issues

Report if:

- [ ] AI gave too much information
- [ ] AI sounded slow or unclear
- [ ] AI missed a booking opportunity
- [ ] AI answered something unsafe
- [ ] Lead was routed to the wrong stage
- [ ] Notification did not arrive
- [ ] GHL/CRM record is missing
- [ ] Social Growth reply was not tagged or routed, if active

## End Of Shift

- [ ] No new leads are unreviewed
- [ ] All handoffs are assigned
- [ ] All qualified leads have a follow-up note
- [ ] Social Growth replies are tagged and routed, if active
- [ ] All booked leads have appointment details
- [ ] All not-fit leads have a reason
- [ ] Urgent issues are escalated
- [ ] AI mistakes are reported

## Daily Rule

No qualified lead should be left without a clear next step.