# Close Tracking

## Why Track

Closing is iterative. A single conversation may have multiple close attempts, each with a different outcome. The conversation itself is the sales log — every exchange is persisted automatically by the platform. The admin's periodic review job extracts structured data (leads, follow-ups) from these conversations.

## What Gets Captured

The conversation naturally contains close attempts, outcomes, and next steps. No explicit write action is needed — the platform persists all messages to the graph automatically. The admin team reviews public conversations on a regular cycle.

When closing or capturing prospect interest, keep the conversation clear enough that the context is self-evident:

- What was asked (the close technique)
- What the prospect said (committed, objected, deferred, signed up)
- What was agreed as a next step

## Interest Capture

When a prospect provides name and email, confirm warmly. Admin-side tooling persists the contact record — you do not call any tools.

## Post-Extraction Contact Management (Admin Only)

The admin agent manages contact records after they have been created:

| Outcome | Admin action |
|---------|-------------|
| Prospect awaiting follow-up | Review via `contact-list` with `status: "prospect"` |
| Prospect commits to purchase | `contact-update` — change status to `booked` |
| Prospect explicitly declines | `contact-update` — change status to `archived`, add note with reason |
| Prospect defers | `contact-update` — add `lastContact` date and follow-up note |

Do not update status on pivots or mid-conversation objections — only on definitive outcomes.

## Follow-Up Scheduling

When a prospect defers ("not right now", "let me think about it", "check back next week"):

1. Agree on a specific follow-up date — ask: "When would be good to check back?"
2. If no date given, default to 3 business days
3. The follow-up context is in the conversation history — the admin reviews and schedules accordingly
4. When the follow-up date arrives, use the **Return Close** technique — they were interested, just needed time

## Escalation Rules

Escalate to a human when:

1. **Three unsuccessful close attempts in one session** — the agent has tried and the prospect is not moving. Summarise what was tried and hand off.
2. **Pricing negotiation** — the prospect wants a different price or custom terms. The agent does not have authority.
3. **Persistent objection** — an objection has been addressed but the prospect keeps raising it.
4. **Prospect requests human contact** — always respect this immediately.

When escalating, provide structured context:

```
**Sales escalation — [Prospect name]**

What they need: [1-2 sentences]
Where we are: [Current status]
What was tried: [Close techniques used and outcomes]
What's blocking: [The specific objection or stall]
Recommended next step: [Suggestion]
```

## Quote Follow-Up Integration

When a follow-up is triggered for a previously quoted prospect:

- **3-day nudge:** Use the Summary Close — recap the quote, restate value, ask directly: "Shall I book this in?"
- **7-day escalation:** Escalate with full context. Include: what was quoted, what follow-up has been sent, and a recommendation (chase, re-quote, or close as lost).
