When
No eligible appointment slot is available inside the promised response window.
Then
The Forge assigns the lead to a human owner with a due-by time and surfaces the queue on the operational dashboard.
Integration workflow
Lead to Appointment
A lead arrives from an ad, form, or referral and sits unattended while someone remembers to book them.
Trigger
New lead received from an intake source.
Participating systems
Ad platform or referral source · Website form or intake page · The Forge · Calendar or scheduling system · Communication provider (email, SMS)
Steps
What happens at each handoff
- 1
Intake source
Form, ad-platform lead form, or referral submits the lead to The Forge with source attribution attached.
- 2
The Forge
Checks for a duplicate contact, matches to an existing customer, and assigns the correct owner based on rules (region, service, campaign).
- 3
The Forge
Triggers an immediate confirmation message on the channel the lead prefers.
- 4
The Forge
Offers eligible appointment slots based on operational rules — crew availability, license coverage, service area — and books the customer directly.
- 5
Calendar system
Confirms the booking; the confirmation event returns to The Forge with the resource assigned.
- 6
The Forge
Assigns the appointment to the responsible owner, closes the intake loop, and connects the lead source to the eventual outcome.
Exceptions
When things go wrong
When
The lead is a duplicate of an active customer.
Then
The submission is merged onto the existing customer record and flagged for the owner to review rather than creating a second contact.
When
The calendar system rejects the booking (permission or credential expired).
Then
The Forge holds the intake, alerts the technical owner, and prevents the customer from receiving a false confirmation.
Source of truth
Which system stays authoritative
Data domain
Lead source and attribution
Authoritative system
The Forge
Read source
Intake webhook / referral event
Write destination
Ad platform (as offline conversion) when the deal wins
Conflict policy
First attributable source wins; downstream campaign attribution is additive, not replacing.
Data domain
Appointment record
Authoritative system
Calendar / scheduling system
Read source
Calendar webhook
Write destination
Calendar via API
Conflict policy
The calendar remains authoritative for time. The Forge holds ownership and status.
Metrics unlocked
- First-touch response time on inbound leads
- Booking conversion by intake source
- Leads unassigned after the promised window
Roles
- Office administrator
- Sales and marketing leader
Industries
- Home services
- Professional services
- Dental
- Insurance
Other workflows
Job to Invoice
Completed work sits for days before it is billing-ready. Field notes, photos, change orders, and hours live in different places, and the office assembles the invoice by hand.
Schedule to Payroll
Schedules, time entries, approvals, and job context live in separate systems, so payroll runs without the operational picture behind the hours.
Marketing Campaign to Revenue
Ad platforms report clicks and forms. The CRM reports opportunities. Scheduling reports appointments. Operations reports completed work. Accounting reports revenue. No system connects the full path.