Caller qualification
Caller qualification asks a short, ordered set of questions when the configured entry conditions are met. It is optional and is off by default for a normal reception setup.
When qualification is useful
Section titled “When qualification is useful”Use qualification when your team needs consistent answers before choosing a next action. Examples include service fit, location coverage, basic eligibility, or project timing.
Do not use qualification merely to collect every possible detail. Keep the criteria limited to decisions that actually change the next step.
What happens when it is off
Section titled “What happens when it is off”Calls continue through normal reception. Your saved criteria and entry methods remain available for later review, but they do not run.
What happens when it is on
Section titled “What happens when it is on”Your agent waits for an enabled entry method, asks the configured criteria in order, and produces a qualified or not-qualified result. It then follows the corresponding outcome action order.
Safe setup
Section titled “Safe setup”- Choose one entry method.
- Add only the criteria needed for the decision.
- Define both result paths.
- Make sure each referenced action is ready.
- Test a clear yes path, a clear no path, and a normal call that should not enter qualification.
If callers enter qualification unexpectedly, review routing troubleshooting.