Field guide
Qualify DMs and hand off to a person
Ask only what is needed to route a real inquiry.
A useful automated first response should answer the immediate question and explain how a person will follow up. Complex cases, complaints and sensitive details should move to a human promptly.
Decision brief
Ask only what is needed to help
A qualification question should help route a real inquiry, not turn a simple DM into a long form. Begin with the person's stated need. Ask one short question only when the answer changes who responds or what information is useful next.
Write the handoff in plain language: who will respond, through which channel and when. Keep support issues and sensitive details out of a sales flow. Review conversations for misunderstandings and dropped threads.
What to do first
- Write one answer to the common question.
- Choose one optional qualifying question, such as intended use or timing.
- Define who receives handoffs and how quickly they answer.
Run a small comparison
- Identify one recurring buyer question and the minimum routing information.
- Test a concise response and one optional clarifying question.
- Review completion, handoff time and unresolved conversations.
Questions to resolve
- Does the question change the next action?
- Can the person reach a human easily?
- What data should not be requested here?
How to read the result: A good flow helps the person reach a useful answer with minimal friction and no hidden dead end.
What this does not justify
- Collect unnecessary personal information.
- Trap a buyer in a loop without a human route.
MeasureQualified handoffs answered within the promised window
Stop or revise whenRemove automation steps that increase abandonment or confusion.