Structured caller qualification
Caller qualification asks a short, ordered set of questions when a configured entry condition is met. It gives businesses a repeatable initial screening path without turning every call into an intake form. Qualification is optional and is off by default for normal reception.
How structured caller qualification works
Section titled “How structured caller qualification works”The complete path is:
Normal reception → entry decision → two or three ordered criteria → qualified or not-qualified result → configured outcome
- Entry methods decide when qualification begins.
- Criteria decide what the agent asks after entry.
- Pass rules evaluate the collected answers.
- Outcomes decide what prepared action is attempted after the result.
These controls are intentionally separate. A topic phrase is not a criterion, a criterion is not an outcome, and the action that follows does not rewrite the qualified or not-qualified result.
Turn on caller qualification
Section titled “Turn on caller qualification”- Open Call Handling in Agent Center.
- Select Qualification.
- Turn on Enable caller qualification.
- Choose at least one entry method: Start after the greeting, Caller asks to qualify, or Caller mentions one of your topics.
- Add exactly two or three criteria, with one clear question per criterion.
- Choose each criterion answer type and pass rule.
- Select Outcomes and configure at least one action for both When a caller qualifies and When a caller does not qualify.
- Return to Qualification and select Save qualification settings.
When qualification is useful
Section titled “When qualification is useful”Use qualification when your team needs consistent answers before choosing a next action. Examples include service fit, location coverage, basic program fit, project timing, or whether the caller is ready for a consultation.
Do not use qualification merely to collect every possible detail. Keep the criteria limited to decisions that actually change the next step.
What happens when it is off
Section titled “What happens when it is off”Calls continue through normal reception. Your saved criteria and entry methods remain available for later review, but they do not run.
What happens when it is on
Section titled “What happens when it is on”Your agent waits for any enabled entry method, asks the configured criteria in order, and produces a qualified or not-qualified result. It then follows the corresponding outcome action order.
Multiple entry methods converge on the same criteria and outcomes. For example, a caller may enter immediately by affirming a targeted greeting, while another caller remains in normal reception and enters later by clearly mentioning a configured service. Both callers receive the same ordered qualification questions.
Qualification is initial screening, not a final decision
Section titled “Qualification is initial screening, not a final decision”Configure questions that help select the next caller experience. Do not describe qualification as underwriting, approval, diagnosis, legal advice, final pricing, or a complete application. Decisions requiring professional judgment or sensitive information should remain with your team.
Test the setup
Section titled “Test the setup”- Test a clear qualifying answer path.
- Test a clear not-qualified answer path.
- Test a normal call that should not enter qualification.
- Test every enabled greeting, direct-request, and topic entry path separately.
- Confirm that each result uses the intended action and backup.
If callers enter qualification unexpectedly, review routing troubleshooting.
For a copy-and-adapt setup, use Start qualification from your greeting or Route qualification by topic.