A five-minute Thumbtack lead triage worksheet

A practical operator routine for turning an incomplete inquiry into a clear next step.

Use it at the start of a shift, after a handoff, or when a lead thread feels stuck.

1. Set the context

Thumbtack inquiries can arrive with different services, locations, timing, and levels of detail.

The goal is not to force an instant answer. It is to collect enough information to choose one of three paths:

• continue the configured response workflow
• ask one focused question
• escalate to a person

2. Capture five triage fields

Write one observable fact for each field:

1. Service fit: What job is being requested?
2. Location: Is the job inside the service area?
3. Timing: When does the customer need help?
4. Known details: What scope, constraints, or photos are available?
5. Next step: What specific response or handoff should happen now?

If a field is unknown, mark it unknown rather than guessing.

3. Apply a stop and escalation rule

Stop the automated path and route the thread to a person when:

• the request falls outside configured services, prices, or rules
• safety, complaint, or sensitive context appears
• key details remain unclear after one focused question
• the customer explicitly asks for a person
• a quote needs judgment beyond the configured information

Auto-Respond supports configured lead-response workflows for Thumbtack. The workflow still needs a clear human handoff rule.

4. Measure for 14 days

Track a small sample every day:

• triage fields completed
• time to the next useful response
• time to human handoff when required
• threads reopened because context was missing
• booked next steps

Review on day 7, then day 14. Change one rule at a time and keep the earlier result for comparison.

Prepared by the Auto-Respond Team. For implementation context, see the Thumbtack auto responder resource.