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This is the setup for having your agent qualify enquiries before your team spends time on them: asking the same questions every time, writing the answers into your CRM, and putting the hot ones straight through. It works for inbound enquiries and for calling new web leads back within a minute.

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What this setup does for you

Every enquiry gets the same questions in the same order, and the answers land in your CRM before your team picks the lead up. Your salespeople stop spending mornings on enquiries that were never going to buy, and a genuinely hot lead reaches a person while they are still interested.

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What good looks like

  • Every lead qualified the same way, so you can compare them.
  • The answers in your CRM, not in somebody’s notebook.
  • Hot leads transferred immediately rather than queued for a callback.
  • A written record of what was said, which is worth more than a score when a salesperson prepares.

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What to put in your instructions

Paste this into your agent’s Prompt tab and change everything in square brackets. The qualifying questions are the part to think hardest about: four is usually plenty on a phone call.

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What your agent needs to know

  • What you sell and what you do not. The second half stops you paying for calls about work you do not take.
  • Your rough pricing or how pricing works, since almost every lead asks.
  • Your service area, so out of area callers are handled quickly rather than qualified pointlessly.
  • Your lead times, because “when can you do it” is the other question everybody asks.
  • The answers to your five most common objections.

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What to let your agent do

For calling new web leads back automatically, add a campaign: see Outbound follow up.

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What to test before you go live

  1. A perfect lead. Does it qualify, then transfer?
  2. A time waster. Does it end the call politely rather than qualifying for five minutes?
  3. An out of area caller. Does it say so early?
  4. A caller who asks the price first. Does it answer, or dodge and keep asking questions? Dodging loses leads.
  5. Check the CRM record. Are the four answers there in a form your salesperson can use?
  6. Read the summary. Would you know what to say when you rang this person back?

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Rules to know

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FAQ

Yes. Your agent asks the questions you set, in order, collects contact details, writes the answers to your CRM, and transfers the leads that meet your definition of hot. Every enquiry gets the same treatment.
Four at most, and the four that actually change what you do next: what they need, the size or scope, the timescale, and whether they are already talking to somebody. More than four on a phone call starts to feel like an interrogation and callers drop out.
In your CRM, if you connect one, along with the summary of the call. Without a CRM they are on the call record in Brilo, and you can have them emailed or texted to you as each call ends. See Update your CRM.
You decide what counts as hot in your instructions and your agent acts on it: transfer, callback, or a polite close. That is more useful than a number, because it changes what happens on the call rather than after it.
Yes, and for many businesses that is better than a transfer. Add the booking action so a qualified lead leaves the call with an appointment. See Book appointments.
Yes, with an outbound campaign triggered from your form. Speed is the single biggest factor in whether a web lead converts. See Outbound follow up.
That is the point of this setup, and the instruction that does it is the one telling your agent to end the call politely when somebody says they are just browsing. Without it, your agent will qualify everybody equally thoroughly.
Yes, and use a warm transfer with a summary so your salesperson picks up already knowing what the caller wants. See Pass the call to a person.
Set a fixed value on the CRM action marking the source, so every record your agent creates is identifiable. That is also how you work out what this setup is worth.