Who this suits
Sales teams that need enough context to route an enquiry without a lengthy interrogation.
When a simpler option is a better fit
Do not add automated qualification when a salesperson needs to discuss every request immediately or volume is low.
Proposed workflow
Ask the service or problem the person wants help with
Collect the system involved and preferred next step
Summarise the answers and assign a human owner
Illustrative operating rules
Short qualification conversation with explicit exit and human-handoff conditions
Illustrative design example. Adapt these rules with the responsible team before implementation.
| Record or decision | Illustrative rule | Accountable owner |
|---|---|---|
| Opening | What would you like help with: enquiries, operations or a connected system? | Inbox team |
| Scope | Which tool do you use today, or is the process manual? | Sales coordinator |
| Exit | If the person asks for staff or cannot answer, transfer without blocking | Sales lead |
Required inputs
- Approved questions and answer options
- Messaging access and contact preferences
- Handoff queue and qualification-field definitions
Limits and exceptions
Illustrative conversation: customer says missed enquiries; assistant asks which channel; customer says WhatsApp; assistant offers a sales handoff. Do not label someone unqualified merely because they decline a budget question.
Scope and operating costs
Scope the conversation branches, CRM write and handoff. AI interpretation is optional when button choices cover the routing need.
Acceptance and measurement
Measure completed summaries, customer-requested handoffs and abandoned questions. Review whether each question actually improves assignment.
Questions before starting
What inputs does this workflow need?
Approved questions and answer options; Messaging access and contact preferences; Handoff queue and qualification-field definitions.
Product documentation
Documentation checked 11 October 2026. Access and costs must be confirmed for your account and intended workflow.
Discuss the scope and availability
Tell CraftDuka about the task, your current systems and the people who will use it. Our team is based in Nairobi and serves Kenya and East Africa. We will assess the fit and availability before agreeing a project.