Every morning, MoveRight builds you a callback queue — a list of leads who need to hear from you. Working this list before anything else is the single highest-ROI activity in your day.
What this does
The callback queue shows you every lead that needs follow-up, sorted by how warm they are. You call them in order, starting with the easiest closes.
Who uses this
Sales agents — you work the queue every morning. Sales managers — check the queue to see how your team is prioritizing.
Before you start
- You know how leads enter MoveRight: How Leads Enter MoveRight
- You know how to create and update opportunities: Creating a New Opportunity
How the queue is built
MoveRight automatically adds leads to your callback queue when:
- A lead responded to an AI text but hasn’t talked to a human yet
- You called a lead yesterday and they asked you to call back today
- An estimate was sent 24+ hours ago with no signature
- A customer opened their estimate 3+ times without signing (they’re interested but hesitating)
The queue is sorted by warmth:
- Called you back — they literally said “call me.” Call them first.
- Opened estimate multiple times — they’re comparing. A quick call can tip them.
- Estimate sent, not opened — resend or follow up by text.
- New lead, no contact — first touch. Call within 5 minutes.
Working the queue
Step 1: Open the queue
Go to Leads → Callback Queue in MoveRight. You see a list with name, source, last contact date, and reason for the callback.
Step 2: Start at the top
Call the first person on the list. If they answer:
- Reference your last touch — “Hey [Name], I sent you an estimate on Tuesday and wanted to see if you had any questions.”
- Ask one question — “What’s your biggest concern about the move?”
- Listen more than you talk
If they don’t answer, send a text through MoveRight: “Hey [Name], tried calling about your move. Let me know a good time to chat — [Your Name].”
Step 3: Log the call
After every call — whether they answered or not — log it in the opportunity:
- Answered — add notes about what they said
- Voicemail — note that you left a voicemail
- No answer, texted — note that you texted
This takes 10 seconds per lead. It keeps your pipeline accurate and your manager informed.
Step 4: Move them to the right stage
Based on the call:
- They want to move forward → send or update the estimate
- They need time → set a follow-up task for 3 days from now
- They chose another company → move to “Lost” with a reason code
Don’t leave leads in limbo. Every callback results in a stage change or a scheduled follow-up.
The 3-touch cadence
If a lead doesn’t answer, you don’t give up after one call. Use the 3-touch cadence:
| Touch | When | Method |
|---|---|---|
| 1 | Today | Phone call |
| 2 | Tomorrow AM | Text message |
| 3 | Day 3 | Phone call + email |
If they don’t respond after 3 touches, move them to “Nurture” or “Lost.” The AI follow-up keeps a low-pressure text going, but you stop dedicating active call time to them.
How long should this take?
30 minutes, max. If you have more than 15 callbacks, your pipeline is backed up — you need to close harder or clean out the stale leads.
Common questions
What if I’m also dispatching in the morning? Do the callback queue after your dispatch check-in. But do it every day. An empty callback queue means you either have no leads (problem) or you’re not calling them (bigger problem).
Should I call or text first? Always call first. Text is for people who didn’t answer the call. Email is for people who didn’t respond to the call or text. The hierarchy is: call → text → email.
What happens next
- Understand your full pipeline: Managing Your Lead Pipeline
- Why speed matters: Speed-to-Lead: The 5-Minute Rule
- AI handles the rest: AI Lead Follow-Up