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Case study · Healthcare · Hearing care

Every ad lead gets a live phone call within minutes

A hearing aid center was paying for Facebook leads, but its prospects (mostly older adults with hearing loss) rarely answered texts. I connected GoHighLevel to a Vapi AI voice assistant that calls the front desk, introduces the new lead and transfers the call to them, so a person talks to every lead straight away.

Client
Hearing aid center
Platform
GoHighLevel + Vapi
My role
Automation & voice-AI integration
Connected
GHL · Vapi · Sheets · Slack
183ad leads processed automatically
172opportunities created in the pipeline
19missed leads re-queued for another call
4systems connected: GHL, Vapi, Sheets and Slack

The call path

From form submit to a live conversation

Texting doesn't work well for this audience, and a call does. The workflow handles the dialing so front-desk staff only have to pick up and talk.

  1. Lead submits form

    Facebook Lead Form on the clinic's page fires the workflow.

    t = 0

  2. Team alerted

    Slack alert, tag, and an opportunity in the audiology pipeline.

    seconds

  3. AI calls front desk

    Vapi rings the clinic and tells staff who the new lead is.

    drip: 1 per 2 min

  4. Call transferred

    The assistant connects staff straight to the lead's phone.

    live conversation

  5. Logged

    Formatted lead sent to Google Sheets, then an email notification.

    +1 min

System 1 · Capture

Instant lead capture

Leads came in at random times and waited until someone noticed them.

  • Any lead form on the clinic's page triggers the workflow.
  • A Slack alert goes to the team, the lead is tagged, and an opportunity is created in the Audiology Pipeline: New Lead → Consultation Booked → No-Show → Nurture → Fitted.
  • Drip mode releases one lead every 2 minutes, so a burst of leads never floods the front desk with calls.
  • The earlier SMS follow-up steps are still in place but disabled, ready to switch back on.
183 leads processed172 opportunities
Trigger. Facebook Lead Form submission, then Slack, tag and pipeline.
Throttled hand-off. Drip mode spaces out calls before the Vapi webhook fires.

System 2 · Voice AI

AI voice call-connect with Vapi

The front desk couldn't call every lead quickly enough while also looking after patients in the clinic.

  • A custom webhook sends a POST to api.vapi.ai/call, authenticated with a stored API key.
  • The Vapi assistant gets the lead's details as variables: patientName and transferNumber.
  • It calls the clinic's front desk, says who the new lead is, then transfers the call to the lead.
  • Staff never dial a number or copy details from a notification. They just answer and start talking.
Lead to live call: minutes
Webhook to Vapi. A POST to the Vapi call endpoint with a bearer token.
Call payload. The lead's name and number are passed to the assistant. IDs are blurred.

System 3 · Logging

Every lead logged in Google Sheets

There was no simple shared record of which leads came in and which were reached.

  • GHL's number formatter normalizes the phone number first.
  • Name, phone and email are posted to a Google Apps Script endpoint that adds a row to the clinic's lead sheet.
  • The script's response is saved back into GHL for later steps.
  • After a one-minute wait, an email notification finishes the hand-off.
Format, then sync. The number is cleaned up before the Sheets webhook.
Sheet payload. Name, formatted phone and email, with the response saved.
Finish. Wait one minute, send the email, end.

System 4 · Retries

Missed leads get called again

If a lead didn't pick up, they used to drop out of follow-up.

  • Leads that weren't reached go into a retry queue.
  • Two drip gates (9 a day and 1 every 45 minutes) spread retries across the business day.
  • Each lead is sent back into the AI call-connect workflow for another live call.
19 leads re-queued
New Lead→ Retry #1 · 3 hours→ Retry #2 · next business day→ Retry #3 · final→ Connected→ Appointment scheduled
Retry queue. Two drip gates, then the lead goes back into the call workflow.

How it's built

Tools and design choices

GHL WorkflowsFacebook Lead AdsDrip modeCustom webhooksVapi voice AICall transferNumber formatterGoogle Apps ScriptGoogle SheetsSlackPipelinesDND safeguards

Use the channel the audience answers

For older patients with hearing loss, a live phone call works better than a text.

Staff only have to answer

The AI handles dialing, context and the transfer. A person handles the conversation.

A pace the clinic can handle

Drip gates keep calls and retries at a level the front desk can manage.

One record everywhere

Slack, the pipeline and the Google Sheet all show the same lead.

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