Build a structured qualification flow

Build qualification from the decision backward. Start by defining what should happen after each result, then ask only the questions needed to choose between those paths.

Separate entry, criteria, result, and outcome

Use this model:

1. Entry methods decide when qualification begins.
2. Criteria define the questions asked after entry.
3. Pass rules produce a qualified or not-qualified result.
4. Outcomes define the ordered action attempted for that result.

Do not use a greeting question or topic phrase as a substitute for a criterion. Multiple entry methods lead into the same criteria and do not create duplicate flows.

Define the two qualification result paths

Write one sentence for a qualified caller and one for a not-qualified caller. Decide the primary action and a useful backup for each path.

Each result requires at least one configured action. Qualified callers may use live handoff, booking, or message taking when ready. Not-qualified callers may use booking or message taking; live handoff is not available for that result.

Choose exactly two or three criteria

When qualification is enabled, use exactly two or three criteria. Each question should change the final decision. Remove questions that only collect background information.

Order the strongest decision first. For example:

1. Is the request within the service area?
2. Is the requested service one the business offers?
3. Is the caller’s timing compatible with the service?

Use Yes / No, Short text, Number, or Choice. Number criteria can pass when a value is at least or at most a threshold. Choice criteria support up to eight distinct choices.

Choose qualification entry methods

Use targeted greeting entry when expected campaign or program callers should enter after a clear yes. Use direct-request or semantic topic entry when qualification applies only after the caller clearly expresses a specific need. Enable both when callers should be able to enter immediately or later during normal reception.

Compare the patterns in Qualification entry methods and semantic triggers.

Test the complete qualification matrix

Run:

• one all-positive path;
• one early negative path;
• one ambiguous answer;
• one normal call that should not enter qualification;
• every enabled greeting, direct-request, and topic entry path; and
• one unavailable primary action to verify the backup.

Confirm the recorded result and action in Inbox.

For full mortgage, home-services, and legal recipes, see Start qualification from your greeting.