Start qualification from your greeting

A targeted greeting can move an expected campaign, program, or service caller into structured qualification as soon as the caller gives a clear affirmative answer. Add semantic entry when callers should also be able to enter later from normal reception.

Build one structured qualification flow

Every recipe on this page follows the same path:

Targeted greeting or semantic entry → two or three ordered criteria → qualified or not-qualified result → ordered prepared outcome

The greeting decides whether the caller enters. It is not criterion one. Direct requests and topic phrases create additional entry paths into the same criteria; they do not create a second qualification flow.

Before using a recipe:

1. prepare the qualified and not-qualified actions;
2. enable caller qualification;
3. enable at least one entry method;
4. add exactly two or three complete criteria;
5. configure at least one action for each result; and
6. save and test each entry path separately.

Mortgage-program greeting qualification recipe

Intended use: A campaign or program line where expected callers should begin an initial fit screen immediately, while other mortgage questions remain in normal reception.

Suggested greeting

Hi, this is Alex with Northwind Mortgage. Are you calling about the low-down-payment homebuyer program?

Enabled entry methods

Entry method	Setting
Start after the greeting	On
Caller asks to qualify	On
Caller mentions one of your topics	On

Topic group and semantic examples

Topic label	Example phrases
Low-down-payment homebuyer program	“one percent down program”; “low down payment mortgage”; “first-time buyer program”; “home loan prequalification”

Ordered criteria

1. Program fit: “Are you looking to purchase a home or refinance?”
2. Credit threshold: “Is your estimated credit score at least 620?”
3. Timing: “Are you hoping to begin within the next 90 days?”

Outcome order

Result	Suggested order
Qualified	Live handoff → Book an appointment → Take a message
Not-qualified	Book an appointment → Take a message

Calls that should enter: A clear yes to the greeting, a direct request to prequalify, or a later natural statement that clearly expresses the configured homebuyer-program intent.

Calls that should not enter: A no followed by a question about office hours, an existing-customer servicing question, an unrelated refinance request when the group is purchase-only, or a sentence containing only the broad word “loan.”

Minimal mortgage test matrix

Test	Expected result
Clear yes to greeting	Criterion one begins immediately.
Clear no, then office-hours question	Normal reception answers; no criterion is recorded.
Greeting no, then “Tell me about your first-time buyer program”	Topic entry begins the same criterion sequence.
“I have a question about my existing loan”	Remains in normal reception unless that need has its own topic.
All passing answers	Qualified action order is attempted.
One failing answer	Not-qualified action order is attempted; no live handoff is offered for that result.

This recipe is initial business screening, not underwriting, approval, pricing, financial advice, or a complete application. Prefer a yes-or-no threshold over collecting an exact score when the exact value is unnecessary.

Home-services greeting qualification recipe

Intended use: A service campaign or dedicated number where new repair requests should be screened for location, service fit, and timing.

Suggested greeting

Thanks for calling Northwind Home Services. Are you calling about a new plumbing repair or replacement request?

Enabled entry methods

Entry method	Setting
Start after the greeting	On
Caller asks to qualify	Off unless customers are instructed to request screening
Caller mentions one of your topics	On

Topic group and semantic examples

Topic label	Example phrases
New plumbing service	“burst pipe repair”; “water heater replacement”; “new plumbing service call”; “schedule a plumber”

Ordered criteria

1. Service area: “Is the property located in one of our listed service areas?”
2. Service fit: “Is this request for plumbing repair or replacement?”
3. Timing: “Would you like service within the next seven days?”

Outcome order

Result	Suggested order
Qualified	Live handoff → Take a message
Not-qualified	Take a message

Calls that should enter: A clear greeting affirmative or a later request for one of the configured plumbing services.

Calls that should not enter: A vendor call, employment question, unrelated electrical request, existing invoice question, or the broad statement “I need help.”

Minimal home-services test matrix

Test	Expected result
Clear yes to greeting	Criterion one begins.
“No, I’m calling about an invoice”	Remains in normal reception.
Greeting no, then “I need a water heater replaced”	Topic entry begins qualification.
“Can you help me?” with no service detail	Remains in reception until the need is clear.
Destination unavailable	Configured backup is attempted.

New-legal-matter greeting qualification recipe

Intended use: A firm that wants new prospective matters screened separately from existing-client and general business calls.

Suggested greeting

Thank you for calling Northwind Legal. Are you contacting us about a new matter?

Enabled entry methods

Entry method	Setting
Start after the greeting	On
Caller asks to qualify	On
Caller mentions one of your topics	On for the firm’s approved practice areas

Topic group and semantic examples

Topic label	Example phrases
New consultation request	“new legal matter”; “speak about a new case”; “request a consultation”; “find out whether the firm can help”

Ordered criteria

1. New matter: “Is this about a new matter rather than an existing case?”
2. Practice fit: “Does the matter concern one of the services listed by the firm?”
3. Jurisdiction: “Did the matter occur in a state the firm serves?”

Outcome order

Result	Suggested order
Qualified	Book an appointment → Take a message
Not-qualified	Take a message

Calls that should enter: A clear greeting affirmative, an explicit request to be screened for a consultation, or a clear statement matching an approved new-matter topic.

Calls that should not enter: An existing client asking for case status, a court or vendor call, a job inquiry, or a broad request such as “I need information.”

Minimal legal-intake test matrix

Test	Expected result
Clear yes to new-matter greeting	Criterion one begins.
Existing-client response	Remains in normal reception.
Later approved practice-area request	Topic entry begins the same criteria.
Related but unsupported matter	Remains in reception or follows the configured normal-reception guidance.
Not-qualified result	Booking or message-taking order runs; live handoff is unavailable for this result.

This recipe supports initial routing only. It is not legal advice, a conflict check, or a promise that the firm will accept the matter.

Test combined greeting and semantic qualification entry

For every adapted recipe, verify:

1. greeting affirmative enters immediately;
2. greeting nonaffirmative remains in normal reception;
3. a later matching topic enters qualification;
4. a later unrelated topic does not enter;
5. criteria and results are identical regardless of which enabled entry path was used; and
6. each primary action and unavailable-action backup behaves as configured.

Change one setting at a time, save, begin a new test, and verify entry separately from criteria and outcome. Use Qualification entry methods and semantic triggers for behavior details and Routing did not match when a call enters unexpectedly.