Improve missed-call SMS qualification flow

app/app/leads/[leadId]/page.tsx

@@ -100,9 +100,13 @@ export default async function LeadDetailPage({
     ownerNotifications.find((notification) => notification.channel === OwnerNotificationChannel.EMAIL) ?? null;
   const latestInAppNotification =
     ownerNotifications.find((notification) => notification.channel === OwnerNotificationChannel.IN_APP) ?? null;
-  const primaryLabel = lead.callerName || lead.contactName || formatPhoneForDisplay(lead.callerPhoneNormalized || lead.callerPhone);
-  const secondaryLabel =
-    lead.callerName || lead.contactName ? formatPhoneForDisplay(lead.callerPhoneNormalized || lead.callerPhone) : 'Caller name not captured yet';
+  const customerName = lead.callerName || lead.contactName || 'Name not captured yet';
+  const customerPhone = formatPhoneForDisplay(lead.callerPhoneNormalized || lead.callerPhone);
+  const primaryLabel = lead.callerName || lead.contactName || customerPhone;
+  const secondaryLabel = lead.callerName || lead.contactName ? customerPhone : 'Caller name not captured yet';
+  const serviceLabel = lead.serviceType || lead.serviceRequested || 'Still being captured';
+  const locationLabel = lead.location || lead.zipCode || 'Still being captured';
+  const callbackLabel = lead.bestTime || (lead.callbackRequested === false ? 'Text only' : 'No preferred time yet');
   const detailRedirectTo =
     returnPath === '/app/leads' ? `/app/leads/${lead.id}` : `/app/leads/${lead.id}?from=${encodeURIComponent(returnPath)}`;
   const successRedirectTo = '/app/leads';
@@ -184,25 +188,26 @@ export default async function LeadDetailPage({
         </CardHeader>
         <CardContent className="grid gap-3 md:grid-cols-2 xl:grid-cols-4">
           <div className="rounded-2xl border bg-background/90 p-4 text-sm">
-            <p className="text-xs uppercase tracking-wide text-muted-foreground">Phone</p>
-            <p className="mt-2 font-medium">{formatPhoneForDisplay(lead.callerPhoneNormalized || lead.callerPhone)}</p>
+            <p className="text-xs uppercase tracking-wide text-muted-foreground">Customer</p>
+            <p className="mt-2 font-medium">{customerName}</p>
+            <p className="mt-2 text-muted-foreground">{customerPhone}</p>
             <p className="mt-2 text-muted-foreground">Created {formatRelativeTime(lead.createdAt)}.</p>
           </div>
           <div className="rounded-2xl border bg-background/90 p-4 text-sm">
             <p className="text-xs uppercase tracking-wide text-muted-foreground">Service</p>
-            <p className="mt-2 font-medium">{lead.serviceType || lead.serviceRequested || 'Still being captured'}</p>
+            <p className="mt-2 font-medium">{serviceLabel}</p>
             <p className="mt-2 text-muted-foreground">Urgency: {lead.urgency || 'Pending reply'}</p>
           </div>
           <div className="rounded-2xl border bg-background/90 p-4 text-sm">
             <p className="text-xs uppercase tracking-wide text-muted-foreground">Callback timing</p>
-            <p className="mt-2 font-medium">{lead.bestTime || 'No preferred time yet'}</p>
+            <p className="mt-2 font-medium">{callbackLabel}</p>
             <p className="mt-2 text-muted-foreground">
               Callback requested: {typeof lead.callbackRequested === 'boolean' ? (lead.callbackRequested ? 'Yes' : 'No') : 'Not answered'}
             </p>
           </div>
           <div className="rounded-2xl border bg-background/90 p-4 text-sm">
             <p className="text-xs uppercase tracking-wide text-muted-foreground">Location</p>
-            <p className="mt-2 font-medium">{lead.location || lead.zipCode || 'Still being captured'}</p>
+            <p className="mt-2 font-medium">{locationLabel}</p>
             <p className="mt-2 text-muted-foreground">{isOpenLead ? 'Still needs an outcome update.' : 'Outcome already captured.'}</p>
           </div>
         </CardContent>
@@ -248,18 +253,34 @@ export default async function LeadDetailPage({
               <CardDescription>The notes CallbackCloser collected before you call back.</CardDescription>
             </CardHeader>
             <CardContent className="space-y-3 text-sm">
+              <div className="grid grid-cols-2 gap-2">
+                <span className="text-muted-foreground">Customer name</span>
+                <span>{customerName}</span>
+              </div>
+              <div className="grid grid-cols-2 gap-2">
+                <span className="text-muted-foreground">Phone number</span>
+                <span>{customerPhone}</span>
+              </div>
               <div className="grid grid-cols-2 gap-2">
                 <span className="text-muted-foreground">Summary</span>
                 <span>{lead.summary || 'Summary will update as the intake progresses.'}</span>
               </div>
               <div className="grid grid-cols-2 gap-2">
-                <span className="text-muted-foreground">Service requested</span>
-                <span>{lead.serviceType || lead.serviceRequested || 'Still being captured'}</span>
+                <span className="text-muted-foreground">Service needed</span>
+                <span>{serviceLabel}</span>
               </div>
               <div className="grid grid-cols-2 gap-2">
                 <span className="text-muted-foreground">Urgency</span>
                 <span>{lead.urgency || 'Pending reply'}</span>
               </div>
+              <div className="grid grid-cols-2 gap-2">
+                <span className="text-muted-foreground">Location / address</span>
+                <span>{locationLabel}</span>
+              </div>
+              <div className="grid grid-cols-2 gap-2">
+                <span className="text-muted-foreground">Preferred callback time</span>
+                <span>{callbackLabel}</span>
+              </div>
               <div className="grid grid-cols-2 gap-2">
                 <span className="text-muted-foreground">Qualified at</span>
                 <span>{formatDateTime(lead.qualifiedAt)}</span>

components/customer-lead-row.tsx

@@ -22,6 +22,8 @@ type CustomerLeadRowLead = {
   serviceType: string | null;
   serviceRequested: string | null;
   urgency: string | null;
+  location: string | null;
+  zipCode: string | null;
   status: LeadStatus;
   readiness: LeadReadiness;
   createdAt: Date;
@@ -48,6 +50,10 @@ function getUrgencyLabel(lead: CustomerLeadRowLead) {
   return lead.urgency || 'Urgency pending';
 }
 
+function getLocationLabel(lead: CustomerLeadRowLead) {
+  return lead.location || lead.zipCode || 'Location pending';
+}
+
 function getReadinessVariant(readiness: LeadReadiness) {
   if (readiness === LeadReadiness.URGENT) return 'destructive';
   if (readiness === LeadReadiness.QUALIFIED) return 'secondary';
@@ -87,6 +93,7 @@ export function CustomerLeadRow({
           <div className="flex flex-wrap gap-x-4 gap-y-1 text-sm text-muted-foreground">
             <span>{getServiceLabel(lead)}</span>
             <span>{getUrgencyLabel(lead)}</span>
+            <span>{getLocationLabel(lead)}</span>
             <span>{formatRelativeTime(activityAt)}</span>
           </div>
         </div>

lib/lead-presenters.ts

@@ -30,8 +30,8 @@ export const smsStateLabels: Record<SmsConversationState, string> = {
   NOT_STARTED: 'Not started',
   AWAITING_SERVICE: 'Awaiting service',
   AWAITING_URGENCY: 'Awaiting urgency',
-  AWAITING_ZIP: 'Awaiting ZIP',
-  AWAITING_BEST_TIME: 'Awaiting best time',
+  AWAITING_ZIP: 'Awaiting name + location',
+  AWAITING_BEST_TIME: 'Awaiting callback time',
   AWAITING_NAME: 'Awaiting name',
   COMPLETED: 'Completed',
 };

lib/lead-qualification.ts

@@ -10,6 +10,7 @@ type LeadQualificationFields = Pick<
   | 'callbackRequested'
   | 'callerName'
   | 'contactName'
+  | 'bestTime'
   | 'callerPhoneNormalized'
 >;
 
@@ -25,23 +26,38 @@ export function getLeadCallerName(lead: Pick<LeadQualificationFields, 'callerNam
   return lead.callerName || lead.contactName || null;
 }
 
+export function getLeadLocation(lead: Pick<LeadQualificationFields, 'location' | 'zipCode'>) {
+  return lead.location || lead.zipCode || null;
+}
+
+export function getLeadPreferredCallbackTime(lead: Pick<LeadQualificationFields, 'bestTime' | 'callbackRequested'>) {
+  if (lead.bestTime) return lead.bestTime;
+  if (lead.callbackRequested === false) return 'Text only';
+  return null;
+}
+
 export function isUrgentLead(lead: Pick<LeadQualificationFields, 'urgency'>) {
   const urgency = lead.urgency?.trim().toLowerCase();
   if (!urgency) return false;
   return urgency.includes('emergency') || urgency.includes('urgent') || urgency.includes('today') || urgency.includes('asap');
 }
 
-export function isLeadQualified(lead: Pick<LeadQualificationFields, 'serviceType' | 'serviceRequested' | 'urgency' | 'callbackRequested'>) {
-  return hasValue(getLeadServiceType(lead)) && (hasValue(lead.urgency) || typeof lead.callbackRequested === 'boolean');
+export function isLeadQualified(
+  lead: Pick<LeadQualificationFields, 'serviceType' | 'serviceRequested' | 'urgency' | 'callbackRequested' | 'bestTime'>
+) {
+  return hasValue(getLeadServiceType(lead)) && hasValue(lead.urgency) && (hasValue(lead.bestTime) || typeof lead.callbackRequested === 'boolean');
 }
 
-export function getLeadReadiness(lead: Pick<LeadQualificationFields, 'serviceType' | 'serviceRequested' | 'urgency' | 'callbackRequested'>) {
+export function getLeadReadiness(
+  lead: Pick<LeadQualificationFields, 'serviceType' | 'serviceRequested' | 'urgency' | 'callbackRequested' | 'bestTime'>
+) {
   if (!isLeadQualified(lead)) return LeadReadiness.PENDING;
   return isUrgentLead(lead) ? LeadReadiness.URGENT : LeadReadiness.QUALIFIED;
 }
 
 export function getQualifiedLeadStatus(
-  lead: Pick<Lead, 'status' | 'notifiedAt'> & Pick<LeadQualificationFields, 'serviceType' | 'serviceRequested' | 'urgency' | 'callbackRequested'>
+  lead: Pick<Lead, 'status' | 'notifiedAt'> &
+    Pick<LeadQualificationFields, 'serviceType' | 'serviceRequested' | 'urgency' | 'callbackRequested' | 'bestTime'>
 ) {
   if (lead.status === LeadStatus.CONTACTED || lead.status === LeadStatus.BOOKED || lead.status === LeadStatus.LOST) {
     return lead.status;
@@ -56,13 +72,14 @@ export function buildLeadSummary(lead: LeadQualificationFields) {
   const summaryParts = [
     getLeadServiceType(lead) ? `Service: ${getLeadServiceType(lead)}` : null,
     lead.urgency ? `Urgency: ${lead.urgency}` : null,
-    lead.location ? `Location: ${lead.location}` : lead.zipCode ? `Location: ${lead.zipCode}` : null,
+    getLeadLocation(lead) ? `Location: ${getLeadLocation(lead)}` : null,
+    getLeadPreferredCallbackTime(lead) ? `Callback: ${getLeadPreferredCallbackTime(lead)}` : null,
     typeof lead.callbackRequested === 'boolean'
       ? lead.callbackRequested
         ? 'Callback requested'
         : 'No callback requested'
       : null,
-    getLeadCallerName(lead) ? `Caller: ${getLeadCallerName(lead)}` : null,
+    getLeadCallerName(lead) ? `Name: ${getLeadCallerName(lead)}` : null,
     lead.callerPhoneNormalized ? `Phone: ${lead.callerPhoneNormalized}` : null,
   ].filter(Boolean);
 

lib/missed-call-flow.ts

@@ -120,6 +120,7 @@ function buildLeadLifecycleUpdate(
     | 'location'
     | 'zipCode'
     | 'callbackRequested'
+    | 'bestTime'
     | 'callerName'
     | 'contactName'
     | 'callerPhoneNormalized'

lib/owner-notifications.ts

@@ -5,7 +5,14 @@ import { isBusinessAutomationPaused } from '@/lib/admin-dashboard';
 import { getEffectiveBusinessNotificationSettings } from '@/lib/business-notification-settings';
 import { db } from '@/lib/db';
 import { sendTransactionalEmail } from '@/lib/email';
-import { buildLeadSummary, getLeadServiceType, isLeadQualified } from '@/lib/lead-qualification';
+import {
+  buildLeadSummary,
+  getLeadCallerName,
+  getLeadLocation,
+  getLeadPreferredCallbackTime,
+  getLeadServiceType,
+  isLeadQualified,
+} from '@/lib/lead-qualification';
 import { formatPhoneDetail, recordBusinessOperatorEvent } from '@/lib/operator-events';
 import { formatPhoneForDisplay } from '@/lib/phone';
 import { logTwilioError, logTwilioInfo, logTwilioWarn } from '@/lib/twilio-logging';
@@ -44,39 +51,67 @@ function buildLeadUrl(leadId: string) {
 }
 
 function buildOwnerSmsBody(lead: NotificationLeadRecord) {
-  const serviceType = getLeadServiceType(lead) || 'Service request';
-  const readinessLabel =
-    lead.readiness === LeadReadiness.URGENT ? 'Urgent' : lead.readiness === LeadReadiness.QUALIFIED ? 'Qualified' : 'Pending';
+  const header = lead.readiness === LeadReadiness.URGENT ? '🔥 Hot missed-call lead' : 'New missed-call lead';
   const leadUrl = buildLeadUrl(lead.id);
+  const customerName = getLeadCallerName(lead) || 'Not captured';
+  const serviceType = getLeadServiceType(lead) || 'Not captured';
+  const location = getLeadLocation(lead) || 'Not captured';
+  const callbackTime = getLeadPreferredCallbackTime(lead) || 'Not captured';
+  const callerPhone = lead.callerPhoneNormalized || lead.callerPhone;
 
   return compactSummary(
-    `CallbackCloser lead for ${lead.business.name}: ${serviceType}. ${lead.urgency ? `Urgency: ${lead.urgency}. ` : ''}${
-      lead.location || lead.zipCode ? `Location: ${lead.location || lead.zipCode}. ` : ''
-    }${lead.callbackRequested === false ? 'Callback not requested. ' : ''}Readiness: ${readinessLabel}. Open lead: ${leadUrl}`
+    [
+      header,
+      '',
+      `Name: ${customerName}`,
+      `Service: ${serviceType}`,
+      `Urgency: ${lead.urgency || 'Not captured'}`,
+      `Location: ${location}`,
+      `Callback: ${callbackTime}`,
+      '',
+      `Call now: ${callerPhone}`,
+      `View lead: ${leadUrl}`,
+    ].join('\n'),
+    640
   );
 }
 
 function buildOwnerEmailContent(lead: NotificationLeadRecord) {
   const leadUrl = buildLeadUrl(lead.id);
   const summary = buildLeadSummary(lead);
+  const customerName = getLeadCallerName(lead) || 'Not captured';
+  const serviceType = getLeadServiceType(lead) || 'Missed call follow-up';
+  const location = getLeadLocation(lead) || 'Not captured';
+  const callbackTime = getLeadPreferredCallbackTime(lead) || 'Not captured';
   const subject = `CallbackCloser lead: ${getLeadServiceType(lead) || 'Missed call follow-up'} for ${lead.business.name}`;
   const text = [
     `CallbackCloser qualified a missed-call lead for ${lead.business.name}.`,
     '',
-    summary,
-    '',
+    `Name: ${customerName}`,
+    `Service: ${serviceType}`,
+    `Urgency: ${lead.urgency || 'Not captured'}`,
+    `Location: ${location}`,
+    `Callback: ${callbackTime}`,
     `Caller: ${formatPhoneForDisplay(lead.callerPhoneNormalized || lead.callerPhone)}`,
     `Lead status: ${lead.status}`,
+    '',
+    summary,
+    '',
     `Open lead: ${leadUrl}`,
   ].join('\n');
 
   const html = `
     <div style="font-family: Arial, sans-serif; line-height: 1.5;">
       <h2>CallbackCloser qualified a missed-call lead</h2>
       <p><strong>Business:</strong> ${lead.business.name}</p>
-      <p><strong>Summary:</strong> ${summary}</p>
+      <p><strong>Name:</strong> ${customerName}</p>
+      <p><strong>Service:</strong> ${serviceType}</p>
+      <p><strong>Urgency:</strong> ${lead.urgency || 'Not captured'}</p>
+      <p><strong>Location:</strong> ${location}</p>
+      <p><strong>Callback:</strong> ${callbackTime}</p>
       <p><strong>Caller:</strong> ${formatPhoneForDisplay(lead.callerPhoneNormalized || lead.callerPhone)}</p>
       <p><strong>Lead status:</strong> ${lead.status}</p>
+      <p><strong>Summary:</strong> ${summary}</p>
       <p><a href="${leadUrl}">Open lead in CallbackCloser</a></p>
     </div>
   `;