Qualification entry or routing did not match

Routing problems usually come from an entry condition that is too broad or too narrow, a duplicated or unclear criterion, or an outcome action that is not ready. Diagnose the path in order: entry, criteria, result, then outcome.

Qualification starts immediately when it should not

Confirm whether Start after the greeting is enabled. Use it only with an intentional targeted greeting path. If most callers should begin with open-ended reception, turn off that method and use direct-request or semantic topic entry instead.

Test a clear no, an uncertain answer, an ordinary business question, and a social or capability question. None should be treated as a clear greeting affirmative.

Greeting affirmative qualification does not enter

Confirm that caller qualification and Start after the greeting are both enabled, exactly two or three criteria are complete, and both result outcomes are configured. Save the settings and begin a new test.

Use a short, unambiguous yes to the targeted greeting. If a long response contains several competing ideas, retest with one clear affirmative before changing other settings.

The greeting question is duplicated as criterion one

The greeting decides whether qualification begins. It is not criterion one. Rewrite criterion one to collect the first fact needed for the result instead of repeating the entry question.

For example, after “Are you calling about the homebuyer program?”, criterion one might ask whether the caller is purchasing or refinancing.

Semantic topic phrases are too broad

Remove phrases such as “help,” “information,” “price,” “program,” or “loan” when they can appear in unrelated calls. Replace them with natural phrases that identify the complete service, program, or need.

Retest the exact false-positive sentence after every change.

Natural paraphrases do not enter semantic qualification

Add a small number of distinct natural examples that express the same intended topic. Do not add every possible sentence, regex syntax, or unrelated variations.

Test one exact phrase, one paraphrase, one related but unsupported request, and one broad-word false positive.

Qualification never starts

Confirm that qualification is On and at least one entry method is enabled. Topic entry also requires at least one complete topic group. Current limits are 12 groups, eight phrases per group, and 80 characters per literal phrase.

Also confirm that exactly two or three criteria and at least one outcome for each result are saved. Start a new test after saving.

A caller entered through the wrong method

Test each enabled entry method separately. Temporarily disable the other methods if necessary to identify which condition is matching. Once the source is clear, narrow that method and then retest the combined configuration.

Multiple enabled methods enter the same qualification flow, so the criteria will look identical after entry. The caller wording and point in the conversation identify which method likely opened the flow.

The qualification result was wrong

Review each criterion in order. Make sure one question does not ask for several decisions and that the answer format and pass rule match the wording.

Verify the saved threshold, passing choice, and criterion order. Test one clear passing sequence and one clear failing sequence before testing uncertain answers.

The outcome action was different

Review the outcome action order. The first action is primary, later actions are backups, and execution stops after the first successful action. An unavailable primary action can lead to the next configured backup.

Confirm the readiness of booking, handoff, or message taking. For Message Taking, confirm the independent Take messages setting in Call Handling → Reception. An outcome entry does not turn Message Taking on by itself.

Live handoff is available only for the qualified result. A not-qualified caller can use booking or message taking when configured.

Retest one qualification layer at a time

Change one setting, save, start a new test, and reuse the same caller wording. Verify:

1. entry method;
2. criterion order and answers;
3. qualified or not-qualified result; and
4. primary or backup action.

Use the Inbox record to compare the expected result with the actual one. For a complete matrix, see Test qualification entry and call handling before launch.