nexthing
Process

Nothing about your project sits and waits for someone to remember it.

Every stage — lead, discovery, contract, delivery — is a defined state with an owner and a timer. If something stalls, it gets flagged, not forgotten.

01
Visitor
Finds the site or the concierge
02
Lead
Leaves contact info, gets scored
03
Qualified
Fits the ICP, routed to a call type
04
Booked
On the calendar, brief prepared
05
Proposal sent
Scoped, priced, delivered
06
Signed
Contract executed, deposit invoiced
07
Onboarding
Access requested, kickoff set
08
Active client
Project running, portal live
09
Launched
Delivered, QA'd, approved
10
Retainer
Support and health tracked monthly
11
Referral
Review requested, next client sourced
What defines a state

Eight rules, applied to every single state

“Lead” isn't just a label in a dropdown. It's a state with all eight of these defined before we consider it built.

Entry conditions
What has to be true to enter this state
Automatic actions
What the system does the moment it enters
Timers
How long before something is expected to happen
Communications
What gets sent, and to whom
Exit conditions
What moves the record to the next state
Escalation
What happens if the timer runs out
AI instructions
What the agent is allowed to decide
Approval
What needs a human before it happens
The unhappy paths

Real businesses don't move in a straight line

Leads ghost. Prospects cancel. Payments fail. A system that only handles the happy path isn't automated — it just moves the manual work later. Every branch below gets the same treatment as the main path: an owner, a timer, and a next step.

From Lead
  • Unqualified — Long-term nurture sequence
  • Ghosted — Automated follow-up engine
  • Lost — Logged reason, reactivation date set
From Booked
  • No-show — SMS + email + reschedule link within 5 minutes
  • Cancelled — Rebooking flow, priority requeue
From Proposal sent
  • Questions — Routed to the sales engineer
  • Expired — Re-engagement sequence
  • Rejected — Reason logged, added to nurture
From Active client
  • At risk — Flagged to the exception queue
  • Overdue payment — Retry, then account-manager exception

Want to see your business mapped this way?

Book a discovery call