Where inquiries enter
Catalyst maps the sources, routing patterns, community differences, and response expectations that shape the first touch.
How Catalyst works
See how Catalyst handles the pre-handoff work your team cannot consistently cover.
We map your inquiry flow, train advocates on your communities, handle response and follow-up, then hand off qualified conversations with context, timing, and next steps.
Process framing
Before Catalyst answers an inquiry, the workflow has to be explicit.
The model works only when the operating boundary, qualification rules, escalation paths, and handoff expectations are clear before launch.
What advocates should qualify
The team defines care needs, timing, urgency, budget context, opt-out signals, and moments that require community-level judgment.
When your team takes over
Handoff criteria are set before launch so your team receives context, timeline, objections, and the next best move.
What Catalyst owns
What Catalyst takes off your team's plate before the tour conversation.
We do not replace your community sales team. We handle the early-stage work that usually dies between first inquiry and qualified handoff.
Answer and qualify
Catalyst responds to new inquiries and qualifies for care needs, timing, urgency, budget, and next-step readiness.
Follow up until the family is ready
Catalyst keeps follow-up moving across calls, texts, and emails so interested families do not stall after first touch.
Hand off with context
When the next step belongs with your community team, we pass along timeline, notes, objections, and momentum.
Onboarding and assessment
We start by finding the breakpoints in your current inquiry flow.
Before anything goes live, we map how inquiries enter, where follow-up breaks down, what your team needs captured, which situations require escalation, and what a clean handoff should look like.
Map the inquiry path
We review sources, response expectations, community differences, and where prospects tend to stall before your team gets a real chance.
Set the rules
We define qualification standards, escalation triggers, community details, and handoff requirements.
Align your team early
Roles, inputs, review rhythm, and go-live expectations are explicit so the process feels managed from day one.
Live inquiry handling
Here is what changes once Catalyst starts handling the early conversation.
When an inquiry arrives, we answer, qualify, follow up, and keep the family moving until the next step belongs with your community team.
Answer
A trained human advocate makes the first touch quickly while the family is still engaged.
Qualify
We gather care needs, timeline, urgency, budget context, and competing options.
Persist
We keep follow-up moving across calls, texts, and emails until the family is ready or opts out.
Hand off
Your team gets the summary, timeline, and next best move instead of a cold CRM name.
QA, escalation, and oversight
We manage quality in the work itself, not as an afterthought.
The model works because response quality, escalation discipline, and human judgment stay visible.
QA and coaching
We review conversations so quality stays consistent and issues are caught early.
Escalation paths
Cases that need community context or higher judgment move to the right person.
Human accountability, AI support
AI helps with speed and documentation. Humans still own judgment and family-facing conversation.
Handoff boundary
Catalyst owns the pre-handoff workflow. Your community owns what happens after that.
The handoff boundary keeps the model clear: Catalyst owns work between first inquiry and community-ready next step. Your team takes over when the conversation needs onsite judgment.
Catalyst owns
- Inquiry response and early qualification
- Pre-handoff follow-up discipline
- Conversation notes and handoff readiness
- QA, escalation, and reporting
Community owns
- Tour conversations and onsite experience
- Care, pricing, availability, and next-step discussions
- Final sales process and resident decision path
Implementation FAQ
What operators want to know before they commit.
Will this create more work for our team?
The point is to remove early-stage response and follow-up burden, not add another layer of admin work.
What do you need from us during onboarding?
Community context, brand voice guidance, escalation paths, qualification expectations, and handoff requirements.
How do you protect brand voice?
Advocates train on your communities, positioning, conversation standards, and escalation rules before handling inquiries.
How does pricing work?
Pricing is based on inquiry volume, not mystery fees.
Next step
Walk your inquiry workflow with someone who understands the handoff boundary.
A strategy call covers where inquiries enter, what Catalyst would own, what your team would still own, and whether this operating model removes work or adds it.