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TapTouch AI Lead Nurturing and n8n Automation

Case
Study

TapTouch AI Lead Nurturing and n8n Automation

Challenge

TapTouch had a steady flow of new leads, but its response process depended on sales representatives manually calling each person.
This created a major speed-to-lead problem.
Around 70% of enquiries arrived outside standard business hours. As a result, many leads remained untouched for hours before a salesperson could respond.
By the time contact was made, the prospect’s interest may have cooled; they may have spoken with another provider, or they may no longer have been available to answer.
The manual process also created several operational risks:
  • Leads could sit unworked for long periods
  • Follow-up depended on individual staff availability
  • No-answer leads required repeated manual dialling
  • Sales representatives had to spend time on basic qualification
  • After-hours enquiries could not be transferred immediately
  • Callback requests needed to be assigned manually
  • Unsuccessful transfers could be missed
  • Lead ownership was not always clear at the point of handover
  • Qualification outcomes had to be recorded consistently in HubSpot
TapTouch did not simply need an automated phone call. It needed an end-to-end lead management system that could respond quickly, qualify prospects properly and ensure every outcome reached the right salesperson.

Our Solution

Adcept Marketing designed an AI-powered lead nurturing system with n8n as the central orchestration layer.
The system connects four core components:
  • Meta and Google lead forms
  • HubSpot CRM
  • n8n
  • Retell AI
When a lead enters HubSpot, n8n triggers the AI voice agent, manages the call outcome and applies TapTouch’s sales routing rules.
The AI agent, named “Amy”, conducts the qualification conversation. Once the call ends, n8n updates HubSpot, assigns the deal, sends internal notifications, and decides whether to transfer the prospect to a salesperson, book follow-up, or place them in a manual redial process.
The strategy was designed around one principle: every lead should have a clear next action.
This meant building for successful conversations as well as common failure points, including no answer, after-hours enquiries, unsuccessful transfers and requested callbacks.

About the Project

Turning Paid Leads Into Qualified Sales Conversations Within Minutes

Client: TapTouch POS
Industry: Point-of-sale technology
Services Provided: n8n Automation, AI Voice Agent Integration, HubSpot CRM Automation, Lead Qualification, Sales Routing, Live Call Transfer, Internal Notifications and Lead Nurturing
Launch Date: 20 February 2026
TapTouch needed a faster and more reliable way to respond to new enquiries, especially the large share arriving outside normal business hours. Adcept Marketing built an AI-powered lead-nurturing system using n8n, Retell AI, and HubSpot to contact, qualify, and route leads within minutes of form submission, while keeping the sales team in control of every qualified opportunity.

Client Overview

TapTouch POS generates leads through Meta and Google paid advertising, as well as organic and direct website traffic.
The business relies on its sales team to qualify enquiries, discuss point-of-sale requirements and move suitable prospects through the sales process toward quotation, payment and deployment.
Before the new system was introduced, every lead required manual follow-up from a sales representative.

Implementation

End-to-End Lead Journey

TapTouch AI Lead Nurturing & n8n Automation
A complete workflow was built from initial form submission through to sales handover and deal progression.
When a lead submits a Meta, Google or website form:
  1. The lead enters the Australia pipeline in HubSpot.
  2. n8n detects the new deal.
  3. n8n triggers the Retell AI outbound voice agent.
  4. The AI agent calls and qualifies the lead.
  5. The call outcome is returned to n8n.
  6. n8n applies the relevant routing and assignment rules.
  7. HubSpot is updated with the correct stage and owner.
  8. Email and Lark notifications are sent to the assigned representative.
  9. The sales team continues the deal through quotation, payment and deployment.
This created a connected process rather than a collection of separate automations.
HubSpot remains the single source of truth, while n8n coordinates the movement of data and actions between systems.

AI Lead Qualification

The AI voice agent was designed to have a genuine qualification conversation rather than simply read from a fixed script.
The call covers:
  • Confirmation that the right person has been reached
  • Confirmation that they recently enquired about TapTouch
  • Business name
  • Postal code
  • Whether the business is new or established
  • Whether a hospitality business offers delivery, dine-in or both
  • The prospect’s current POS system
  • Problems or gaps with the existing setup
  • Preferred next step
This gives the sales team useful commercial context before they begin their conversation.
It also reduces the time representatives spend repeating the same initial questions with every new lead.

Pricing Enquiry Handling

The AI agent follows a graduated approach when customers ask about pricing.
On the first request, the agent gives a soft response and continues gathering information.
If the customer asks again, the agent provides a broad range of $0–$99 per month.
If the customer continues to request exact pricing, the agent offers to arrange a conversation with a specialist.
This approach avoids giving incomplete or unsuitable pricing information before the customer’s requirements are understood.
It also keeps the conversation moving toward a properly qualified sales discussion.

Human Choice and Conversation Safeguards

The system was designed to support the customer experience rather than force every person through an automated conversation.
Customers can request a human callback at any point.
The AI agent also identifies itself honestly as an AI assistant when asked.
Where the customer becomes abusive, or the audio remains unclear after two clarification attempts, the agent ends the call professionally instead of continuing an unproductive conversation.
These rules help protect both the customer experience and the quality of the data recorded in the CRM.

Live Call Transfer Automation

Qualified leads can be transferred directly to the sales team while their interest is still active.
The routing logic changes according to the time of day.

9:00 am to 5:00 pm

  • The system rings Yvonne and William simultaneously.
  • The first representative to answer receives the live call and is automatically assigned the deal in HubSpot.

5:00 pm to 10:00 pm

  • The system rings William and Scott simultaneously.
  • The first person to answer receives the transfer and becomes the deal owner.

10:00 pm to 7:00 am

  • No live transfer is attempted.
  • The AI agent explains that the sales team will follow up with plans and pricing based on the information provided. The deal is then assigned to Meng for next-day follow-up.
This allowed TapTouch to provide an immediate response at any hour without expecting sales representatives to be available overnight.

Requested Callback Workflow

Some customers prefer a call at a specific time rather than an immediate transfer.
When this happens, the AI agent records the request and the deal is assigned to Meng.
The inbound sales team can then pick up the opportunity at the requested time.
This prevents callback commitments from being left in call notes or relying on someone to remember them manually.

No-Answer Lead Recovery

The system makes up to five attempts to contact a new lead.
If the lead does not answer after five attempts, the deal is assigned to Yvonne or Lucy through a round-robin process for manual redial.
An internal notification is also sent so the lead remains visible and has a clear owner.
This creates a defined recovery process for unreachable prospects instead of allowing them to remain indefinitely in an active calling stage.

Unsuccessful Transfer Handling

A qualified lead may agree to speak with a salesperson, but the transfer can still fail.
This can happen when:
  • No representative answers
  • The customer declines before connection
  • The customer drops from the call
In these cases, the deal is assigned to Meng so any available member of the sales team can follow up.
The system also sends email and Lark notifications to ensure the opportunity does not disappear after an unsuccessful transfer.

HubSpot Deal Management

Every lead is managed within TapTouch’s Australia pipeline in HubSpot.
The workflow updates the deal as it progresses through stages including:
  • MQL
  • Lead Callback / Attempting Contact
  • Meeting Booked
  • Meeting Follow-up
  • Solution Sent
  • No Show
  • Offline Sales
  • Paid
  • Deployed
  • Opportunity Lost / Solution Lost
  • Disqualified
These stages give the sales team a clear view of where each lead sits and what has already happened.
Deals that are unsuitable, including wrong numbers, existing customers, out-of-country enquiries or leads from the wrong industry, can be moved to Disqualified rather than remaining in the active pipeline.
Lost opportunities can also be classified by reason, including cost, missing features, quality concerns, timing or competitor loss.

n8n Workflow Orchestration

n8n serves as the operational layer connecting lead sources, AI calling, HubSpot CRM, and the sales team. It coordinates the complete lead journey. From initial trigger and AI call through qualification, routing, CRM updates, and follow-up.
Key Responsibilities
  • Lead triggers and AI call initiation
  • Call outcome processing and business-hours routing
  • Ring-group selection, callbacks, and no-answer handling
  • HubSpot stage updates and automatic deal assignment
  • Automated email and Lark notifications
This design keeps the workflow logic centralised and easier to manage.
Instead of relying on isolated automations inside separate platforms, TapTouch has one coordinated process that controls what happens after every possible call outcome.

Sales Team Notifications

Four core handover scenarios were built into the system:
  1. Unreachable after five attempts
  2. Customer requests a callback
  3. Live transfer is unsuccessful
  4. Qualified lead arrives after hours
Each scenario triggers both an email and a Lark group notification.
The notification provides the sales team with a clear reason for the handover and ensures the opportunity reaches the appropriate owner.
This created accountability at every point where automation passes control back to a person.

Delivered Solution

An end-to-end AI-powered lead handling system connecting n8n, Retell AI, HubSpot, Meta, Google, and the website to automate lead capture, qualification, outbound calling, sales transfers, follow-ups, CRM updates, and team notifications.
Key Capabilities
  • AI-powered lead qualification & outbound calling
  • Multi-channel lead capture
  • POS & pricing requirement discovery
  • Intelligent call routing & live sales transfers
  • Automated follow-up and callback workflows
  • HubSpot pipeline & deal automation
  • Disqualification and lost-reason tracking
  • Email & Lark team notifications
  • Conversation safety controls

Business Impact

The system changed TapTouch’s lead response process from manual and availability-dependent to immediate and always active.
New leads can now be contacted within minutes of form submission, including those arriving outside business hours.
The sales team no longer needs to begin every interaction with basic discovery questions. Instead, representatives receive leads with useful qualification information already captured.
The system also ensures there is a defined process for every common outcome, including no answer, transfer failure, callback requests and after-hours enquiries.

Improved Qualified Lead Rate

TapTouch AI Lead Nurturing & n8n Automation
The strongest measurable improvement came from Meta paid advertising, which represents the AI agent’s primary workload.
In January 2026, the final full month before the AI voice agent launched, the Meta paid lead qualification rate was 49.5%.
Across March to June 2026, the first four complete months after launch, the average qualified rate increased to 69.6%.
That represents:
  • A 20.1 percentage point increase
  • A 41% relative improvement
The result was achieved without adding sales headcount.
The document notes that this measures leads reaching qualified status in HubSpot rather than final close rate. The chart on page 6 also shows the monthly qualified rate rising to 66.0% in March, 75.0% in April, 70.2% in May and 66.3% in June.
Additional operational benefits include:
  • Faster lead response
  • Better coverage outside business hours
  • Reduced manual qualification work
  • More consistent sales handovers
  • Clear ownership for every lead
  • Fewer opportunities left sitting without action
  • Better CRM visibility
  • Structured recovery for missed calls and failed transfers
  • More useful information available before the sales conversation
  • Greater capacity without expanding the sales team

Technology Stack

Core Platforms: n8n · Retell AI · HubSpot CRM
Lead Sources: Meta Lead Ads · Google Ads
AI & Automation: AI Voice Automation · CRM & Workflow Automation
Sales Operations: Lead Qualification · Sales Routing · Pipeline Automation · Lead Nurturing
Communication: Lark · Live Call Transfer

Key Takeaways

  • Fast response mattered most because around 70% of leads arrived outside business hours.
  • n8n provided the orchestration required to connect the AI agent, HubSpot and the sales team.
  • The system was designed for every outcome, not only successful calls.
  • Live transfer rules allowed qualified leads to reach available sales representatives immediately.
  • HubSpot remained the single source of truth for ownership, stages and deal progression.
  • Meta paid lead qualification improved from 49.5% before launch to 69.6% across the first four full post-launch months.

Conclusion

Adcept Marketing helped TapTouch replace a slow, manual lead response process with a structured n8n lead nurturing system built around speed, qualification and clear sales ownership.
The new workflow combines Retell AI, HubSpot and n8n to contact prospects quickly, gather meaningful sales information and route each lead according to availability, intent and time of day.
The result is a more dependable lead management process that supports the sales team rather than adding more administration. TapTouch can now respond to enquiries around the clock, protect valuable paid-ad opportunities and move qualified prospects into sales conversations with less delay.

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