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Sales SOP & Definitions

Reference guide for the Suppli sales team — Lead Status definitions, how call outcomes map to status updates, and the rules that govern transitions.

Lead Status Definitions

Lead Status lives on the Contact object in HubSpot and reflects the current relationship state with a prospect. It is distinct from Lifecycle Stage. Update through workflow automations — not manually — unless correcting an error.

Status Stage Definition
New early Contact created, no outreach attempted. Default state for all net-new contacts.
Attempting Contact early Active in a sequence — at least one outreach touchpoint sent (email, call, or LinkedIn). No live two-way conversation has occurred yet.
Connected active Had a live, two-way conversation — call was answered and a real exchange occurred, or a meaningful reply was received. Meeting has not yet been booked.
Active Opportunity active Meeting booked or deal created in HubSpot. Contact is in an active sales motion. Lead status is not typically updated further here — deal stage tracks progression.
Re-Nurture hold Not ready now but has confirmed future potential — timing, budget, or initiative is pending. Re-enroll in outreach after an agreed-upon hold period (typically 90 days).
Unresponsive hold Full sequence completed with zero engagement — no call pickups, no replies, no LinkedIn response. Contact is not DNC; may be re-enrolled in a future sequence if ICP is confirmed.
Unqualified terminal Does not meet ICP criteria (industry, company size, ERP fit, etc.) or wrong person (wrong number, no longer with company). Do not re-enroll without re-qualifying.
DNC terminal Do Not Contact. Explicitly requested by the contact, hard bounced from email, or flagged during a call. Never re-enroll in any sequence. Cannot be overridden by any workflow.
Active Customer customer Current paying Suppli customer. Set at close. Do not enroll in cold outbound sequences.
Inactive Customer customer Former Suppli customer who has churned. Track separately for win-back motions.

Call Disposition → Lead Status Mapping

When Nooks logs a call in HubSpot, a contact-based workflow reads the call disposition and updates Lead Status using the logic below. Conditional rules prevent regression — a status can only move forward in the lifecycle, never backward.

Nooks Disposition Lead Status Update Condition (when it fires)
Connected → Connected Only if current status is New or Attempting Contact. Does not overwrite Active Opportunity, Re-Nurture, or terminal statuses.
Left Voicemail → Attempting Contact Only if current status is New. Does not overwrite Connected or any status further along.
No Answer → Attempting Contact Only if current status is New. Same rule as Left Voicemail.
Busy → Attempting Contact Only if current status is New.
Wrong Number / Wrong Person → Unqualified Always. Overrides any non-terminal status.
DNC Requested → DNC Always. Cannot be overridden. Takes precedence over all other dispositions.
Meeting Booked → Active Opportunity Always. Overrides any non-terminal status. Also triggers deal creation in HubSpot.
Anti-regression rule: Lead Status never moves backward. A contact who is Connected cannot be moved to Attempting Contact by a subsequent voicemail or no-answer. A contact who is DNC can never be updated by any disposition. The HubSpot workflow enforces this with if/then branch conditions on current Lead Status before writing.

Rep Onboarding Checklist

Complete these steps before running your first sequence. Nooks and HubSpot must both be configured — skipping either breaks tracking, personalization, or compliance.

Nooks

  • Connect your mailbox Settings → All Settings → General → Mail Connection  ·  Nooks Onboarding Hub →
  • Add your personal booking link Settings → All Settings → General → Dynamic Field Values → booking-link — required for CTAs in sequences
  • Set up your email signature Settings → All Settings → General → Email Signature — used in all sequence emails
  • Review active sequences and persona targeting Sequences tab — know which sequence maps to which ICP before enrolling anyone
  • Confirm call dispositions appear in the dialer Open the dialer and verify: Connected, Left Voicemail, No Answer, Busy, Wrong Number are available

HubSpot

  • Install the HubSpot Chrome Extension Install from Chrome Web Store → — enables email tracking, CRM sidebar in Gmail, and click-to-call
  • Connect your email to HubSpot HubSpot → Settings → General → Email → Connect personal email (Gmail or Outlook)
  • Enable email tracking In the HubSpot Chrome Extension → Settings → turn on open and click tracking — logs email engagement to the contact record
  • Connect your calendar HubSpot → Settings → General → Calendar → Connect Google or Outlook calendar — required for meeting scheduling and activity logging
  • Complete your HubSpot profile Settings → Profile → confirm name, title, phone, and timezone are set correctly

Process

  • Read Lead Status definitions on this page Understand what each status means before enrolling contacts — especially New vs. Attempting Contact vs. Connected
  • Review the call disposition → Lead Status mapping Know what HubSpot updates automatically when you log a call outcome — do not manually override Lead Status unless correcting an error

HubSpot Workflow Architecture

The Lead Status workflow is contact-based, triggered when "a call activity is logged" (which fires on every Nooks call regardless of outcome). Workflow logic: enrollment trigger → if/then branch on hs_call_disposition value → nested condition check on current Lead Status → write the new status. Nooks does not update Lead Status natively — all Lead Status changes are owned by HubSpot workflows, allowing non-Nooks events (inbound replies, AE notes, manual overrides) to also influence status without being overwritten by a subsequent call.

One-time setup required: Before going live, clean up the Lead Status property in HubSpot to match this list exactly — remove "Open," "Active Partner," "Inactive Partner." Add "Attempting Contact," "Unresponsive," and "DNC" if not already present. The workflow branches depend on exact property value matching.