private / NDA2026

The Dialer — Priority Call Queue

One ordered queue per caller, and nothing rung twice by accident.

Role

Architecture and implementation

dials placed

3,180

leads cached

862

clinics, 3 callers

Slack APIGoHighLevelWebhooksn8nBrowser softphoneCalling Platform APIs

How calling worked

Callers worked from lists and memory
No record that an attempt happened
The same lead rung twice in an hour
Or forgotten for a week
Nobody knew whose clinic was whose

Now

One ordered queue per caller
Every dial, outcome and note written back to the CRM
A task is handed to exactly one person
Cadence decides if and when a lead returns
Dialled from the browser — no alt-tabbing mid-call

How a lead becomes a call

runs itselfneeds a person

01
Lead lands in the CRM
raises an event
02
Queue builds a task
with a reason and a cadence
03
Assigned to one caller
whoever owns that clinic
04human
Dial in the browser
softphone, no handset
05human
Pick an outcome
re-queues or completes the cycle

The caller's only decision is the outcome. Ordering, ownership and whether a lead comes back are all decided by the queue — which is the point: a caller who has to remember who to ring next will get it wrong by Thursday.

It started in Slack

Slack app: a lead card posted into a channel with name, clinic, email, phone and source, plus Open in CRM, Knowledge Base and Dial Now buttons, a notes field and an outcome picker — The first version. A lead arrives as a Slack message with the CRM links, a notes box and an outcome picker attached — enough to prove the loop, but Slack sets the ceiling on what a call screen can be.

Then it became the screen

Queue screen: lead card with a multi-number picker, appointment, attempt counter and CRM deep links on the left, disposition panel on the right — One screen does the whole job. Lead on the left, disposition on the right, and every number on file one tap from dialling — the primary badged so nobody guesses.

A new lead with no appointment, showing the clinic knowledge base inline: dialer number, consult fee, UPI, per-site front desk and treatment pricing, plus previous call notes — The clinic's knowledge base sits under the lead, so a caller who gets asked about price, timings or location has the answer without leaving the call. Previous notes are right there too.

Dialer dashboard: queue depth, calls in progress, completed, inbound, dials, connected, booked and talk time, with a connect-rate breakdown by cadence attempt — The dashboard answers the only two questions worth asking: is the queue moving, and does calling a lead a fourth time still connect?

What the numbers were

7 clinics, 3 callers: One queue each, and a task is never offered to two people.
3,180 dials · 3,077 logged: The gap is the point — an unlogged call is one that has to be made again.
862 leads cached: With 293 ready to call at any moment.
Connect rate by attempt: Tracked per cadence call, so the cadence is set from data rather than superstition.

Decisions worth defending

Deliberately not a product: The calling layer rides the telephony vendor's undocumented softphone endpoints. Fine for our own callers; a liability to resell.
A section, not an app: It lives inside the internal HQ tool. One login, one permission model, one place people already are.
The queue owns the cadence: Outcome in, next attempt out. Callers never schedule their own follow-ups.
Outcome unlocks after the call: You cannot disposition a call you did not place.