Qualification criteria

Criteria are the structured questions used to determine whether a caller qualifies. You can configure up to three and order them from the most important decision to the least.

Write one decision per criterion

Each criterion should ask for one clear fact. Prefer:

• “Is the property in one of our service areas?”
• “Are you looking to begin within the next 90 days?”

Avoid multi-part questions that make a single answer ambiguous.

Choose a simple answer format

Use the available answer format that best fits the decision. Write the question so a caller can respond naturally and the meaning is clear.

Order matters

Put the criterion most likely to determine fit first. The configured order is the order your agent uses. Reorder the list instead of repeating the same decision in multiple questions.

Keep the path bounded

When an answer is unclear, your agent should stay with the current criterion long enough to obtain a usable answer or continue safely. Do not write criteria that require a long consultation or staff judgment.

Test the full set

Test a qualifying answer sequence, a not-qualifying sequence, and an ambiguous answer. Confirm that the final result reaches the intended outcome.