Route qualification by topic

Topic entry lets normal reception continue until a caller clearly mentions a configured service or need.

Create one group per purpose

Give each group a clear label and add natural phrases a caller might say. Keep separate services in separate groups so you can review and refine them independently.

For a home-loan consultation, useful phrases might include:

• “first-time buyer”
• “down payment options”
• “home loan prequalification”

Avoid broad words such as “help,” “information,” or “price.” They can appear in unrelated conversations.

Test near matches

Try:

1. an exact service phrase;
2. a natural paraphrase;
3. a related but unsupported service;
4. a sentence that contains a broad shared word but should not match.

If entry is too broad, remove generic phrases before adding more rules.

Keep topics separate from criteria

Topics decide when qualification begins. Criteria decide the final result after entry. Do not repeat the full qualification question inside a topic group.