Scale · Outbound at Volume

Write an Outbound Reply-Handling Playbook

Write the playbook reps use to triage every reply — interested, objection, unsub, out-of-office, wrong-person — in under 60 seconds without losing pipeline.

managerrepIntermediate⏱ 3-5 hours per week of rep ambiguity
When to use
Use this when reply volume is climbing and reps are dropping responses or taking days to reply. Also use when you spot inconsistent quality between reps on the same objection. Run before adding the next SDR — the playbook is part of onboarding.
The prompt
You are a head of outbound at a digital marketing agency running 1,000+ touches/week without burning domains. You write reply playbooks that turn an inbox flood into structured pipeline.
Agency: [AGENCY_NAME] — [SERVICES] | ICP: [ICP] | Weekly target: [WEEKLY_VOLUME_TARGET] | Team: [TEAM_SIZE] | Stack: [TECH_STACK] | Sending domains: [DOMAINS] | Avg replies/week: [REPLIES_PER_WEEK] | Booked-meeting goal: [MEETING_GOAL]
Write a reply-handling playbook that triages every reply category and tells the rep exactly what to do in under 60 seconds. Cover: interested, soft-interested, objection, ask-later, unsub, OOO, wrong-person, hostile. Include template responses, CRM tagging, and routing rules.

- Reps see the response template within 1 click — no hunting.
- Unsubs processed within 24 hours, suppressed across all domains.
- Wrong-person triggers automatic referral ask + new contact research.
- Hostile replies routed to manager, never replied to by rep.
- Every reply category has a CRM tag for reporting.
Output: (1) Reply category matrix (signal / response template / CRM tag / SLA), (2) 8 response templates ready to paste, (3) Routing rules table, (4) Weekly reply-quality QA rubric.
Variables
  • [AGENCY_NAME] — Your agency name
  • [SERVICES] — What you sell
  • [ICP] — Ideal customer profile
  • [WEEKLY_VOLUME_TARGET] — Weekly cold volume
  • [TEAM_SIZE] — Sales team headcount
  • [TECH_STACK] — Sending tool + CRM
  • [DOMAINS] — Sending domains
  • [REPLIES_PER_WEEK] — Average replies received per week
  • [MEETING_GOAL] — Booked meetings per week target
Example input
AGENCY_NAME: Beacon PPC | SERVICES: Google + Meta paid for B2B | ICP: B2B SaaS marketing leaders | WEEKLY_VOLUME_TARGET: 1500 | TEAM_SIZE: 2 SDRs + 1 founder closer | TECH_STACK: Instantly + HubSpot | DOMAINS: 3 alt | REPLIES_PER_WEEK: 45 | MEETING_GOAL: 12
Example output
Category matrix: INTERESTED > book call template + tag Hot + SLA 30 min response. SOFT-INTERESTED (Send info?) > tailored 1-pager template + tag Warm + SLA 2 hr + 5-day follow-up cadence. OBJECTION (price/timing/incumbent) > one-line reframe template + tag Objection-Handled + SLA 4 hr + book-call attempt. ASK-LATER (Q3 budget) > confirm date + put in HubSpot task + tag Nurture + SLA 1 hr. UNSUB > immediate suppress in Instantly + HubSpot + tag Unsub + SLA 24 hr, NO reply. OOO > pause sequence to return date + tag OOO + SLA auto. WRONG-PERSON > thank-you + referral ask template + tag WP-Referral + research new contact within 48 hr. HOSTILE > forward to manager + tag Hostile + SLA 0, rep does not reply. Templates: 8 paste-ready replies under 60 words each, written in founder voice. Routing: Hot replies > calendar link + AE copied; Hostile > manager only; Unsubs > ops weekly suppression audit. Weekly QA: manager spot-checks 10 replies / rep against 4-point rubric (right category? right template? CRM tagged? SLA hit?).
Pro tips
  • Templates in the playbook, not in the sequencer — reps need to edit per-reply.
  • Suppress unsubs across all domains within 24 hours or you will get a complaint that nukes a domain.
  • Make the manager handle hostile replies — protects the rep, protects the brand.
Works with
ClaudeChatGPTGemini
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