Overview

Properly managing your SMS conversations by applying the correct disposition ensures that no lead is left behind. This process keeps your pipeline organized, your follow-ups consistent, and your marketing sequences accurate.

This guide outlines the recommended steps to disposition SMS leads and includes access to a helpful video and spreadsheet.

Why Proper Disposition Matters

Dispositions help you:

  • Keep your SMS inbox organized

  • Ensure leads are placed into the correct Action Plans

  • Maximize engagement and reduce missed opportunities

  • Trigger follow-ups based on lead behavior

Recommended 4-Step Disposition Process

Step 1: Use a Template

Use the appropriate SMS reply template based on the lead’s message. Example responses include:

  • “Not Interested”

  • “Call Me”

  • “Wrong Number”

  • “Interested – Send Info”

Tip: Maintain consistency in tone and formatting by using your saved SMS response templates.

Step 2: Update the Phone Status

Change the status of the phone number based on what the lead says. Options include:

  • Decision Maker

  • Influencer

  • Wrong Number

  • Do Not Contact (DNC)

  • Agent

  • Unknown

Keeping phone statuses updated improves targeting across all future campaigns.

Step 3: Update the Action Plan

Assign a new Action Plan depending on the interaction:

  • Interested → Move to Appointment Sequence

  • NYI (Not Yet Interested) → Move to NYI Sequence

  • DNC/Wrong Number → Remove from marketing lists

Action plans help maintain cadence and automate the next touchpoint with the lead.

Step 4: Move to Folder

Move the lead to a designated folder for tracking and segmentation. Example folders:

  • Interested – Call Back

  • NYI

  • DNC

  • Invalid Contact

Folders help you quickly locate contacts by status and manage your follow-up workload effectively.

Final Tips

  • Complete all 4 steps after every conversation

  • Dispositions should be updated in real-time or at the end of your SMS sessions

  • Review and clean up folders weekly to ensure proper segmentation

For any questions or help configuring your SMS workflows, contact your Customer Success Manager or email support@8020rei.com.