How to Audit Your Text Lead Process

A text lead audit should answer two questions: can the customer reply easily, and does the business actually see the reply.

Test the sending number — Send a lead through the normal process, then reply from the customer side. Confirm the message arrives in the correct inbox and creates the right alert.

Test ownership — If the assigned employee is off, who sees the text. Shared numbers are useful only if shared visibility exists.

Inspect first messages — Do they identify the company and the reason for contact. Are they short enough to read quickly. Do they ask one clear question or present one next step.

Inspect conversation handoff — If the customer asks for a phone call, can the employee switch channels without losing context. If photos are requested, are they attached to the lead record.

Inspect automation timing — Make sure scheduled texts stop or change when the customer replies. Nothing makes automation feel careless faster than receiving an unanswered follow up after already having a conversation.

Inspect opt out handling — Requests to stop should remove the number from promotional or follow up messaging according to the business process and applicable requirements.

(New closer) If you can’t say, right now, whether a customer’s text reply this week actually changed anyone’s to-do list, that’s precisely the gap this audit is built to find.