Routing did not match
Routing problems usually come from entry conditions that are too broad, criteria that are unclear, or an action that is not ready.
If qualification started unexpectedly
Section titled “If qualification started unexpectedly”Check Entry methods. Disable methods you do not need. For topic entry, remove broad phrases and test the same non-matching sentence again.
If qualification did not start
Section titled “If qualification did not start”Confirm that caller qualification is on and that at least one intended entry method is enabled. Use a direct, natural phrase that clearly matches the configured purpose.
If the result was wrong
Section titled “If the result was wrong”Review each criterion in order. Make sure one question does not ask for multiple decisions and that the expected answer format is clear.
If the action was different
Section titled “If the action was different”Review the outcome action order. An unavailable primary action can lead to a configured backup. Confirm the readiness of booking, handoff, or message taking.
Repeat the same test wording after changing one setting. Use the Inbox record to compare the expected result with the actual one.