Template
Communication point map
Map every external and internal touchpoint.
Week 3
Related training lesson: Week 3: Communication Points and Lead Entry Map
Purpose
Use this template to map every communication point before building workflows, emails, SMS messages, reminders, or internal notifications. Communication planning starts with the lead entry path, not the automation builder.
When to Use This Template
- Before building a workflow that sends messages
- Before connecting forms or calendars to follow-up
- Before creating missed-call or no-show follow-up
- When contacts receive confusing or duplicate messages
- When the team is unsure who should respond
How to Use It
- Start with the lead entry point. Then map the external messages the contact receives and the internal notifications the team receives. Each communication point should have a purpose, timing rule, owner, and stop condition.
Template / Checklist Content
Lead Entry Map
| Entry point | Audience | What contact expects | Source tag/value | Pipeline stage | Workflow |
|---|---|---|---|---|---|
External Communication Map
| Moment | Channel | Message purpose | Timing | Owner | Stop condition | Notes |
|---|---|---|---|---|---|---|
| Lead submits form | Confirm request | Immediate | System | Contact books or replies | ||
| Appointment booked | Email/SMS | Confirm appointment | Immediate | System | Appointment cancelled | |
| Appointment reminder | Email/SMS | Reduce no-show | 24 hours before | System | Appointment completed/cancelled | |
| No-show | Email/SMS/task | Rebook or review | After missed appointment | Owner | Rescheduled or marked lost | |
Internal Handoff Map
| Event | Who is notified | What they need to know | Expected action | Due time |
|---|---|---|---|---|
Consent and Safety Check
- Contact knows what they will receive
- SMS use has clear consent and opt-out path where needed
- Email footer/unsubscribe requirements are reviewed where needed
- Human reply owner is assigned
- Workflow stops when contact replies, books, opts out, or becomes a client where appropriate
Before You Finish
- ✓Every external message has a purpose
- ✓Every internal notification has an owner
- ✓Timing is documented
- ✓Stop conditions are documented
- ✓Reply ownership is clear
- ✓Pipeline movement is connected where needed