Define the qualification journey
Qualification runs in the designated New Lead stage. Create a clear, ordered list of questions in the Playbook and map important answers to CRM attributes. Write criteria separately; answering all questions does not necessarily satisfy a business requirement.
How a conversation should behave
- Respond to the customer's actual question first.
- Identify which qualification questions already have valid, customer-supplied answers.
- Acknowledge useful input and ask the next unresolved configured question.
- Save only validated values to existing, correctly typed organization attributes.
- When required criteria are met, request the configured stage transition through backend validation.
- In subsequent stages, use sales-support behavior rather than repeating already-answered New Lead questions.
Build robust question mappings
Use recognizable answers and synonyms, including option letters where relevant. Define how ambiguous statements should be clarified and what counts as a complete answer. Avoid treating the AI's own previous text or a template message as customer evidence.
Example
Question: Where do you currently manage new leads? Options: WhatsApp, Excel/Sheets or CRM. Map an answer such as “we use spreadsheets” to the exact accepted Lead Management Tool value.
Verify end to end
Test multi-answer messages, off-topic questions, short replies, code-switching between allowed languages and incomplete requirements in Sandbox. Then inspect a real test lead: the expected attributes should be stored and the stage should move at most once when the configured criteria are satisfied.