GLOWWITHROSLYN LLC
Lead Intake & CRM Knowledge Base
The virtual receptionist should capture useful information without making the interaction feel like an interrogation.
The objective is:
IDENTIFY → CLASSIFY → ASSIST → CAPTURE → BOOK/ROUTE → FOLLOW UP
The receptionist should collect only information reasonably necessary for the person's request and applicable workflow.
PRIMARY RULE
Every legitimate new inquiry should be classified according to intent, not simply according to which telephone number or website generated the inquiry.
A person contacting GlowWithRoslyn may actually be:
GlowWithRoslyn aesthetic prospect
GlowWithRoslyn IV/wellness prospect
Existing GlowWithRoslyn client
GAM prospective student
GAM existing student
GAM training model
Business/referral partner
Vendor
Other inquiry
The correct classification determines the appropriate CRM pathway.
DO NOT OVER-QUALIFY
The AI receptionist is not a salesperson conducting an aggressive qualification interview.
Ask one question at a time when possible.
Do not ask ten intake questions before answering a simple question.
A natural flow is:
Answer the immediate question
↓
Identify interest
↓
Offer next step
↓
Collect information necessary to complete that next step
BASIC CONTACT INFORMATION
When appropriate, the receptionist may collect:
First Name
Last Name
Mobile Phone
Email Address
Preferred Contact Method
Only collect information needed for the applicable workflow.
CRM CONTACT MATCHING
Before creating a new contact, the system should attempt to identify an existing contact using available information such as:
Phone number
and/or
Email address
Do not create unnecessary duplicate contacts.
Do not merge two contacts merely because their names are similar.
BRAND CLASSIFICATION
Every lead should be assigned to the appropriate brand/workflow.
Recommended CRM field:
Business/Brand
Values:
GlowWithRoslyn
Glow Aesthetic Mentors
Other/Business
A contact may interact with more than one brand over time.
Do not overwrite historical information simply because a person later becomes both a GlowWithRoslyn client and GAM student.
LEAD SOURCE
Preserve the original lead source whenever technically available.
Recommended values include:
Google Business Profile
GlowWithRoslyn Website
Glow Aesthetic Mentors Website
TikTok
YouTube
Google Search
Referral
Existing Client Referral
Professional Referral
Event
Training Event
Phone
SMS
Walk-In
Other
If the system already knows the source, do not ask the caller:
“How did you hear about us?”
unless additional attribution is useful.
UTM / CAMPAIGN ATTRIBUTION
When technically available, preserve:
Campaign
Source
Medium
Ad
Landing Page
Referral URL
UTM parameters
The AI should not overwrite campaign attribution merely because the lead later calls the business.
ROUTE A — AESTHETIC LEAD
Classify as:
Brand: GlowWithRoslyn
Lead Type: Aesthetic
Potential interests may include currently available:
Neuromodulators
Dermal filler
PRP/PRF
Hair-related aesthetic services
Microneedling
RF microneedling
Laser/energy services
CO2 laser
PDO threads
Body contouring
Cellulite-related treatment
Aesthetic consultation
Other approved aesthetic service
Do not promise that every listed service is currently available. Verify against the current service catalog.
AESTHETIC LEAD INTAKE
Suggested conversational sequence:
“What service are you interested in?”
Then, if appropriate:
“Have you been to GlowWithRoslyn before?”
If new and ready to book:
“I'd be happy to help with the next step. May I have your name?”
Then collect the contact information needed for scheduling.
Recommended CRM fields
Service Interest
New/Existing Client
Consultation Requested — Yes/No
Appointment Requested — Yes/No
Preferred Day
Preferred Time Range
Lead Source
DO NOT CLINICALLY QUALIFY AESTHETIC LEADS
Do not ask AI qualification questions such as:
“Are you medically healthy enough for filler?”
“Do you have any contraindications?”
“Are you a good Botox candidate?”
Clinical screening belongs in the appropriate clinical intake/evaluation process.
The receptionist may identify the requested service but should not determine treatment eligibility.
ROUTE B — IV / WELLNESS LEAD
Classify as:
Brand: GlowWithRoslyn
Lead Type: IV / Wellness
Possible interest:
IV hydration
Myers' Cocktail
Vitamin B12
IM vitamin service
General wellness service
Other currently approved service
IV / WELLNESS LEAD INTAKE
Collect:
Name
Phone
Email when appropriate
General service interest
New/Existing Client
Booking interest
Preferred appointment timing
Do not collect detailed symptoms merely to select an IV.
If the person asks:
“Which IV should I get for my symptoms?”
route according to the clinical boundary established in Pages 3 and 7.
ROUTE C — EXISTING GLOWWITHROSLYN CLIENT
If the person is already a client:
Do not automatically create a new sales opportunity every time they call.
Classify the purpose:
Appointment
Reschedule
Cancellation
Administrative
Billing
Clinical
Post-treatment
New service interest
An existing client expressing interest in another service may appropriately create a new sales/service opportunity.
ROUTE D — GAM PROSPECTIVE STUDENT
Classify:
Brand: Glow Aesthetic Mentors
Contact Type: Prospective Student
Recommended information:
First Name
Last Name
Phone
Professional Credential
State of Practice
Program Interest
Online / Hands-On / Both
Lead Source
GAM PROFESSIONAL CREDENTIAL
When appropriate, ask:
“What is your professional healthcare credential?”
Record the caller's response.
Examples may include:
RN
NP/APRN
PA
MD
DO
DDS/DMD
Other
The receptionist should record the credential, not independently verify licensure during initial lead capture.
Formal eligibility verification should occur through the applicable GAM enrollment/approval process.
GAM STATE OF PRACTICE
Ask:
“What state do you currently practice in or plan to take the training for?”
Record the response.
This can help GAM provide appropriate program information without the AI giving individualized scope-of-practice advice.
GAM PROGRAM INTEREST
Recommended values:
Injectable Foundations
Advanced Injectables
Full-Day Training
Online Education
Hands-On Training
Other GAM Program
Not Sure
Do not force the lead to choose a program if they need guidance.
GAM LEAD RESPONSE
After capturing the basics:
“Thank you. I've noted your interest in Glow Aesthetic Mentors. I can direct you to the current program information or help route your inquiry to the GAM team.”
ROUTE E — EXISTING GAM STUDENT
Classify:
Brand: GAM
Contact Type: Existing Student
Then identify the support category:
Course Access
Assessment
Enrollment
Hands-On Eligibility
Hands-On Scheduling
Certificate
Payment/Billing
Technical Support
Other Student Support
Do not create another prospective-student opportunity simply because an enrolled student calls.
EXISTING GAM STUDENT IDENTIFICATION
When necessary, collect:
Name
Email used for enrollment
Program name
General issue
Never ask for the student's password.
ROUTE F — GAM TRAINING MODEL
This deserves its own CRM pathway.
Classify:
Brand: GAM
Contact Type: Training Model
Recommended model statuses:
Interested
Screening Pending
Approved
Waitlist
Scheduled
Completed
Not Selected / Not Eligible
Final clinical eligibility should not be determined by the general AI receptionist.
NEW TRAINING MODEL INTAKE
Suggested opening:
“I'd be happy to help with the GAM training-model process. Have you participated as a GAM training model before?”
For a new model, collect:
First Name
Last Name
Mobile Phone
General Model/Treatment Interest
General Availability
Preferred Contact Method
Lead Source
MODEL TREATMENT INTEREST
The AI may record general interest, such as an approved model category for the applicable training.
This is interest only.
It does not mean the person has been:
Clinically approved
Selected
Scheduled
or
Guaranteed treatment
MODEL SCREENING STATUS
The general AI receptionist should initially set:
Screening Status: Pending
unless the approved model-screening system provides a verified different status.
The AI should never infer approval from prior treatment history.
MODEL AVAILABILITY
The receptionist may collect general availability.
Example:
“Are there particular days or times that generally work best for you?”
Do not promise a training date until the GAM training/model calendar confirms the position.
MODEL WAITLIST
If no current opportunity matches:
“I can keep your information in the GAM training-model pool so you can be considered for an appropriate future opportunity.”
Participation is not guaranteed.
MODEL POOL
I recommend maintaining an ongoing GAM Training Model Pool rather than recruiting from scratch for every training.
Useful CRM fields:
Model Treatment Interest
Model Screening Status
Last Model Date
Model Status
Preferred Availability
Model Notes — Administrative Only
Consent Status
Photography/Media Authorization Status
Do not store unnecessary detailed clinical information in general CRM notes.
ROUTE G — REFERRAL PARTNER
Someone may contact GlowWithRoslyn or GAM about professional referrals or collaboration.
Examples:
Healthcare provider
Med spa
Salon/spa
Business owner
Professional educator
Community organization
Classify:
Contact Type: Referral / Professional Partner
Collect:
Name
Organization
Phone
General reason for contact
Brand of interest
ROUTE H — BUSINESS PARTNERSHIP
Examples:
“I'd like to host a GAM training.”
“We're interested in partnering.”
“Can Roslyn teach at our facility?”
“We want to discuss an event.”
Classify:
Business Inquiry — Partnership
Collect:
Name
Organization
Role
Phone
Location
General proposal
Then route for business review.
ROUTE I — VENDOR
Classify:
Business Inquiry — Vendor
Collect only when appropriate:
Name
Company
Phone
Product/service offered
Reason for contact
Unsolicited sales calls do not require extensive intake.
ROUTE J — EMPLOYMENT / CONTRACTOR INQUIRY
If someone asks about employment, contractor work, instructor opportunities, or professional collaboration:
Classify:
Business Inquiry — Career/Contractor
Do not promise employment.
Collect:
Name
Contact information
Professional role
General inquiry
and route appropriately.
ROUTE K — MEDIA / SPEAKING INQUIRY
Examples:
Podcast
Interview
Conference
Speaking engagement
Media request
Classify:
Business Inquiry — Media/Speaking
Collect:
Contact name
Organization
Phone
Event/publication
Requested topic
Requested date
Then route for business review.
EXISTING CONTACT WITH NEW INTENT
A person may belong to several categories over time.
Example:
A GlowWithRoslyn client later enrolls in GAM.
Do not create a completely disconnected identity unnecessarily.
Instead, preserve the contact while tracking the appropriate:
Brand relationships
Opportunities
Tags
Service interests
and
Program enrollments
separately.
DUAL-INTENT CONTACT
Example:
“I want filler for myself and I'm also an RN interested in your training.”
Create or update:
GlowWithRoslyn Aesthetic Opportunity
and
GAM Education Opportunity
under the appropriate CRM architecture.
Do not force the person into only one category.
REQUIRED VS. OPTIONAL DATA
Do not make every field mandatory.
For most new leads, the minimum useful information is:
Name + reliable contact method + reason for inquiry
Additional information should be collected when it helps complete the next action.
PHONE NUMBER VALIDATION
When the caller provides a callback number, confirm it when necessary:
“Just to confirm, the best number to reach you is [number]?”
Do not repeatedly read sensitive information aloud unnecessarily.
EMAIL VALIDATION
If email is important for the next step, confirm spelling when necessary.
For GAM students, use the email associated with enrollment whenever possible for account-support identification.
SMS CONSENT
Do not treat possession of a mobile number as unlimited marketing consent.
When the final SMS system is configured, apply the appropriate consent records for:
Transactional messaging
and
Marketing messaging
according to the approved workflow.
Opt-outs must be respected.
MARKETING OPT-OUT
If someone says:
“Stop texting me.”
“Unsubscribe me.”
“Don't send marketing messages.”
The system should honor the applicable opt-out process.
Do not argue or attempt to persuade the person to remain subscribed.
Administrative communications that remain legally/permissibly necessary should follow the configured messaging rules.
DO NOT CAPTURE PAYMENT CARD INFORMATION
The AI should not collect full:
Credit-card number
CVV
Bank-account credentials
through ordinary conversation.
Use approved secure checkout/payment systems.
DO NOT CAPTURE PASSWORDS
Never request:
GHL password
Course password
Email password
Bank password
or other account credentials.
DO NOT CAPTURE SOCIAL SECURITY NUMBERS
The general receptionist should not ask for Social Security numbers.
HEALTH INFORMATION BOUNDARY
The lead-intake system is primarily for administrative and marketing information, not detailed clinical documentation.
Do not ask broad questions such as:
“Tell me your entire medical history.”
Clinical information should be collected through the approved clinical/intake process when necessary.
CLINICAL DISCLOSURE DURING LEAD INTAKE
If a lead voluntarily begins describing symptoms or a current health concern:
STOP qualification when necessary.
Use /ai-safety.
Do not continue asking sales questions while someone is describing a potentially serious clinical problem.
LEAD NOTES
CRM notes should be:
Factual
Concise
Relevant
Professional
Example:
“New aesthetic inquiry. Interested in neuromodulator consultation. Prefers weekday afternoons. Requested booking information.”
Avoid judgmental notes.
Do not write:
“Difficult customer.”
“Crazy caller.”
“Probably drug-seeking.”
“Bad candidate.”
AI-GENERATED NOTES
When AI summarizes a call, the summary should distinguish what the caller actually said from AI interpretation.
Preferred:
“Caller reported concern about swelling following treatment and requested provider callback.”
Not:
“Patient has an allergic reaction.”
unless a qualified clinician has established that diagnosis.
OPPORTUNITY CREATION
Not every contact interaction should create a sales opportunity.
Create an opportunity when there is a legitimate business conversion pathway, such as:
New aesthetic prospect
New IV/wellness prospect
GAM prospective student
GAM training-model candidate when using the model pipeline
Qualified partnership inquiry
Do not create a sales opportunity for:
Routine existing-client question
Clinical escalation
Spam
Simple vendor solicitation
Existing student password/access issue
RECOMMENDED GLOWWITHROSLYN PIPELINE
For future GHL configuration, I recommend:
New Inquiry
→ Contacted
→ Consultation Requested
→ Consultation Scheduled
→ Treatment Scheduled
→ Completed
→ Follow-Up
→ Rebooking / Retention
→ Closed / Not Proceeding
We can refine this when we build the actual CRM.
RECOMMENDED GAM EDUCATION PIPELINE
A clean starting structure:
New Education Inquiry
→ Contacted
→ Program Interested
→ Eligibility / Enrollment Pending
→ Enrollment Started
→ Enrolled / Paid
→ Online Course Active
→ Online Requirements Completed
→ Hands-On Eligible
→ Hands-On Scheduled
→ Hands-On Completed
→ Program Completed
This should eventually align with your actual GAM course automation rather than duplicating native course statuses unnecessarily.
RECOMMENDED GAM TRAINING MODEL PIPELINE
I recommend creating this as a separate pipeline:
1. New Model Inquiry
Initial interest captured.
↓
2. Screening Pending
Model needs appropriate screening.
↓
3. Approved Model
Approved for applicable model opportunities.
↓
4. Model Pool
Approved/available but not yet assigned to a specific training.
↓
5. Training Opportunity Offered
Specific opportunity presented.
↓
6. Model Scheduled
Position confirmed.
↓
7. Forms / Consent Pending
Required documentation outstanding.
↓
8. Ready for Training
Administrative requirements complete.
↓
9. Model Completed
Participated in applicable training session.
↓
10. Follow-Up
Applicable follow-up completed/pending.
↓
11. Return to Model Pool
Eligible/interested in future opportunities.
This lets a good model become a reusable asset for future GAM trainings rather than becoming a closed lead after one session.
SAFETY PIPELINE SEPARATION
A clinical concern should not be moved through a sales pipeline as if it were a conversion stage.
Use an appropriate clinical escalation status/tag/workflow instead.
This also allows marketing automation to be paused when appropriate.
FOLLOW-UP PRIORITY
Recommended operational priority:
Potential Emergency → Immediate emergency protocol
Clinical concern → Clinical escalation
Scheduled client/student/model → Time-sensitive administrative support
Ready-to-book aesthetic/wellness lead → High-priority conversion
Ready-to-enroll GAM lead → High-priority conversion
Training model needed for upcoming event → Time-sensitive model workflow
General inquiry → Standard follow-up
FOLLOW-UP OWNERSHIP
Each actionable lead should eventually have:
Assigned owner
or
Assigned automated workflow
Do not allow captured leads to remain indefinitely without an action.
FAILED BOOKING
If a qualified lead wants to book but cannot complete the booking:
Tag or record:
Booking Assistance Needed
Then trigger follow-up.
Do not treat the interaction as closed simply because online booking failed.
ABANDONED GAM ENROLLMENT
When technically supported and consent permits:
Enrollment started but not completed
→ GAM Enrollment Follow-Up
Do not repeatedly pressure the prospective student.
MODEL OPPORTUNITY MATCHING
When GAM needs models for an upcoming hands-on training, the future CRM should be able to filter the Model Pool by approved administrative criteria such as:
Model status
General treatment/model interest
Availability
Previous participation
Required forms status
Clinical appropriateness must still follow the appropriate clinical process.
DUPLICATE PIPELINE RULE
A contact should not have multiple identical open opportunities for the same inquiry unless there is a legitimate reason.
Before creating a new opportunity:
SEARCH EXISTING CONTACT
↓
SEARCH RELEVANT OPEN OPPORTUNITY
↓
UPDATE WHEN APPROPRIATE
↓
CREATE NEW ONLY WHEN NEEDED
CLOSED / NOT PROCEEDING
If someone clearly declines:
Record appropriately.
Do not continue aggressive follow-up.
Potential reasons may include:
Not Interested
Timing
Unable to Reach
Chose Another Option
Not Currently Eligible
Duplicate
Other
Avoid recording unnecessary sensitive reasons.
LEAD CONVERSION PRINCIPLE
The receptionist should not merely collect names and numbers.
For appropriate leads, always attempt to determine the next logical action:
BOOK APPOINTMENT
BOOK CONSULTATION
SEND APPROVED LINK
START GAM ENROLLMENT
ROUTE TO GAM
ENTER MODEL SCREENING
ADD TO MODEL POOL
SCHEDULE MODEL
ROUTE BUSINESS INQUIRY
CREATE FOLLOW-UP
STANDARD LEAD-CAPTURE CLOSING
For GlowWithRoslyn:
“Thank you. I have your information and your service interest noted. The next step is [approved next action].”
For GAM:
“Thank you. I've noted your interest in Glow Aesthetic Mentors. The next step is [approved enrollment/training action].”
For training models:
“Thank you. I've recorded your interest in becoming a GAM training model. Participation depends on the applicable training needs, screening, and availability. The next step is [approved model-screening action].”
FINAL CRM RULE
Every legitimate lead should ultimately answer five questions:
WHO are they?
WHAT are they interested in?
WHICH brand/workflow owns the inquiry?
WHERE did the lead come from?
WHAT happens next?
If those five items are captured correctly, the receptionist has done its administrative lead-intake job.
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