Enrollment operations · Northline Athletics, a fictional academy
Every enquiry becomes an owned next action.
Watch one enquiry travel from a late-night message to a held trial and a clean handoff. Then run the desk yourself.
01 · Intake to handoff
An enquiry at 21:40.
Nobody chases it.
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It arrives after hours
From a phone, half the details missing. On most setups this waits in an inbox until somebody opens it tomorrow morning, and the parent has already messaged two other academies.
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It qualifies itself against real constraints
Age band, programme, location and schedule are checked against actual capacity, not a generic autoresponder. The reply is specific because the system knows what is actually available.
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A trial is held and the record is written
The slot decrements, the CRM record carries an owner and a next action, and the confirmation is queued. Three systems changed; the parent typed one sentence.
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Judgement stops the machine
A payment question is not an automation decision. The sequence halts, a named person inherits the full conversation, and the booking is preserved either way.
02 · One record, every channel
The conversation becomes
a record you can trust.
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Every channel lands on one board
WhatsApp, Instagram, forms and calls create cards in the same tracker, deduplicated by phone number. There is no second list to reconcile on Friday.
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The agent fills the record, not a form
Sport, age band, region, date of birth, lead score: extracted from the conversation and written to the card. Click any lead on the board to read what was collected.
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Handoff is a state, not a hope
One field flips to human_control and the bot goes quiet on this thread only. Staff see exactly why, with the full message history attached. Every other lead keeps moving.
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Resolved, and the bot resumes
The staff outcome is logged on the same record, control returns to the bot, and the card moves on. One record, zero retyping, nothing lost between tools.
- Status
- New lead
- First contact
- Tue 21:40
- Source
- WhatsApp inbound
- Sport
- Empty
- Category
- Empty
- Region
- Empty
- Date of birth
- Empty
- Lead score
- Empty
- Handoff state
- bot_control
- Awaiting human
- No
- Last bot message
- Which area are you in, and has Lea played before?
03 · Now run the desk
Qualify. Book.
Hit the boundary.
Complete the qualification, hold a trial against real capacity, then trigger the situations automation must not touch. The guards are the demonstration: full sessions refuse, double bookings block, and sensitive reasons stop the machine.
Qualification
Trial sessions · real capacity
The record · what the desk sees
Judgement stops the machine
04 · The owner's view
Pull back.
See only decisions.
The cockpit shows what needs a decision now: hot leads, conversions to close, handoffs owed a reply, and the money at risk if they wait. It is built from the same records the agent writes, so it is never a second truth. Every number here is synthetic.
Evidence boundary: CRM operations, scoring, booking, handoff queues and reporting are implemented in anonymized source. Channel intake and automated follow-up are labelled capability prototypes.
Enrollment works when the next action is owned.