Every call, chat, quote, callback, email request, and appointment has an owner and a visible next step.
The business mental model
You operate the funnel. You do not build it.
AgencyLaunch or an authorised partner configures the system. Your team owns the real customer conversations, requests, appointments, opportunities, approvals, and outcomes.
01
Before AgencyLaunch
Customer demand is arriving, but it is scattered.
A customer calls while the team is busy. Another sends a message. A third asks for a quote through email. A staff member writes a callback on paper. Appointments sit in a separate calendar.
The problem is that nobody can see the complete customer journey or reliably own the next action.
A good lead can disappear before anyone notices it needs attention.
Staff move information between inboxes, calendars, notes, and personal reminders.
The visitor does not know whether to call, wait, book, or submit more information.
The owner cannot connect enquiries and follow-up to actual bookings or won work.
02
Purchase and onboarding
Buy an operated outcome, not a box of software.
You agree a monthly package with AgencyLaunch or a white-label provider. Together you confirm services, locations, opening hours, customer routes, appointment types, staff access, genuine business facts, and what the AI is allowed to say or do.
The provider configures the business workspace, approved knowledge, request routes, resources, availability, automations, permissions, and the provider connections included in your package. You decide how customer work should be handled.
- AgreeChoose the package, payer, goals, and operating model.
- Supply factsProvide services, areas, hours, team, policies, and customer routes.
- ApproveCheck the services, business facts, AI knowledge, booking rules, customer routes, and provider permissions.
- ActivateReceive team access and begin operating the live funnel.
How payment works today
If an agency manages your business, you pay that agency externally under your agreement. Your Billing page says Billing handled by your agency; contact it for invoices, payment details, or plan changes. The agency's platform subscription is separate. A direct business without a managing agency may have direct platform billing.
03
First access
Access your business and bring in the right team.
If you need your own business login, accept the invitation from your agency and sign in. If you operate this business as its managing agency owner, use your existing agency login and select the separate client business; no invitation to yourself is needed. The agency can arrange team invitations in Clients; the business owner manages permitted team access from the business workspace. Choose the business in the sidebar before working. If Account suspended appears, contact the named agency: paying an external invoice does not automatically restore access.
Team access, business approvals, conversations, requests, appointments, reporting, and permitted settings.
Assign work, monitor response commitments, manage staff activity, and review outcomes.
Answer conversations, process requests, manage appointments, add notes, and complete tasks.
Review reporting without changing sensitive business or customer operations.
04
Every working day
Open Today and see what needs attention.
The Today workspace is the team’s starting point. It gathers new demand, overdue follow-up, appointments, tasks, and warnings into one decision surface.
A calm operating habit
Start with overdue and high-priority items, confirm ownership, then work through conversations, requests, and appointments due today.
05
A customer arrives
See the full enquiry before replying.
A customer calls, messages, emails, scans a tracked code, or uses a direct request route. AgencyLaunch links the customer identity, conversation, source, request type, priority, response commitment, notes, and next action.
AI can prepare a grounded draft from approved business knowledge. A staff member reviews it, edits where needed, and remains responsible for the reply.
06
A call goes unanswered
Lead Rescue turns the missed call into owned work.
If you run this business through your own agency, keep it as a separate client and use your agency login. An invitation is needed only for people who need their own access.
The team cannot answer every call while serving customers. Lead Rescue records the missed call, applies quiet hours, opt-outs, frequency limits, channel health, and the business AI rule, then sends the approved SMS or WhatsApp follow-up.
The business does not build this workflow. An authorised owner or partner completes managed setup, connects the number and forwarding route, tests the channels, and activates it. The team operates the conversations and customer outcomes.
- DetectThe missed call creates one rescue event linked to the business number.
- ContactThe approved message identifies the business and asks how the team can help.
- OwnThe new contact, opportunity, conversation, delivery record, and next action appear in AgencyLaunch.
- ConvertThe team arranges a callback, quote, appointment, or other valid outcome and records the result.
Human control stays visible
Use human takeover for sensitive details, complaints, unusual promises, regulated questions, or any situation that needs judgement. Return the conversation to AI only when the business rule allows it.
When a customer needs a person
The reply says: “I’ll pass this to the team. They’ll follow up with you here or by phone.” AI pauses and creates an assignable follow-up task. Open Inbox → Needs a person, assign the conversation and task, and respond. An eligible agency user can own it even if there are no separate business users. Use Return to AI once the human handoff is resolved. A preferred callback time is not a confirmed appointment.
In Lead Rescue → Rules, set Quiet hours start and Quiet hours end, check the displayed timezone and Save rules. These hours delay the first rescue message, not incoming replies. Overnight windows work; equal start/end times disable the window.
For your own email sender, open the business workspace → Email, Add domain, then save From name and From email. Add the displayed DKIM TXT and Return-Path CNAME to your DNS and use Check DNS until both verify. Your address must use the registered domain. Ask your agency to confirm inbound reply routing, then test sending and receiving.
07
Commercial follow-through
Move the opportunity instead of losing the thread.
When the enquiry could become paid work, it enters the pipeline. The team can see the current stage, owner, value, next action, and connected history.
- NewDemand is captured with its source and context.
- QualifiedThe team confirms need, suitability, timing, and next action.
- ProposedA quote, recommendation, or appointment is offered.
- Won or lostThe result is recorded so reporting reflects reality.
08
Scheduling
Turn availability into governed appointments.
Open Appointments → Booking settings to configure People & resources, Booking types, Availability and Time off & closures. Under Calendar connections, connect Google/Microsoft and use Choose calendars to select the writable booking destination and calendars that block availability. Busy times apply across the business, not to individual resources. If provider setup is missing, your agency must arrange it before testing.
Under Booking widget, select the customer-visible booking types, enable online booking and save. Copy the booking link or paste the embed code into an HTML/embed block on your existing website. Your business must be active. Save the secure management link after a test booking and test rescheduling and cancellation too. Stale or unavailable connected-calendar coverage blocks new widget bookings.
AgencyLaunch uses configured appointment types, business hours, resources, eligible staff, buffers, blackouts, holds, time zone, and calendar health. The team can manage direct bookings and appointment requests from one place.
AgencyLaunch validates availability and creates the appointment after consent and confirmation.
Useful for work that needs qualification, travel planning, or resource confirmation first.
09
Customer self-service
Give each customer one secure place to keep moving.
Your team opens Customer Portal, selects the customer, and creates a secure access link. The customer receives the business's current appointments, quote decisions, hosted payment requests, messages, documents, and activity in a branded view.
For payment requests, supply your existing hosted payment link. After checking the full amount arrived at your payment provider or bank, open Payments → Record payment received and enter the receipt date/time and transaction reference. Status updates are manual. Use Correct recording with a reason for a mistake; that keeps the audit trail and does not refund money. Partial payments do not settle the request.
The portal does not create a second customer record. Customer replies return to the existing Inbox, quote decisions update the staff record, and appointment-change requests wait for the team to confirm them.
Appointments, quotes, payments, messages, and files are available from one private link.
A reschedule or cancellation request becomes owned work instead of silently changing the calendar.
10
Long-term value
Close the loop and see what is working.
After the service, the team records the outcome, follows up, and can request a review. Management can compare QR scans and placements with response time, enquiries, appointments, conversion, reviews, AI usage, automation delivery, and provider health.
Why the business keeps paying
AgencyLaunch remains connected to captured demand, team response, appointments, won work, reviews, and measurable customer outcomes throughout the relationship.
Optional: use printed QR campaigns
11
Offline customer acquisition
Make cards, vehicles, windows, and print accountable.
Your provider creates permanent branded QR campaigns for the physical places where customers already see the business: a van, reception desk, appointment card, leaflet, invoice, review card, or shop window.
You approve where each scan should go. It can open booking, a quote request, a review page, WhatsApp, or another agreed customer route. Owners and managers can change that destination later without reprinting the code.
- ApproveConfirm the placement, intended customer action, wording, and artwork.
- PrintUse the supplied SVG for professional print and test the exact proof with a real phone.
- MeasureCompare total scans and approximate unique visitors by placement.
- ImproveChange the destination, pause a temporary campaign, or retire it without losing the history.