Sales / GTM
Qualification criteria
Qualification criteria are the required signals an agent must collect before a lead can be booked, transferred, quoted, or routed.
Qualification criteria are the required signals an agent must collect before a lead can be booked, transferred, quoted, or routed.
What Qualification criteria means
Qualification criteria are the required signals an agent must collect before a lead can be booked, transferred, quoted, or routed.
Criteria translate business policy into observable answers. They may include service areaService areaA service area is the geography in which a business can provide a particular service, product, appointment, or licensed activity., matter type, urgency, product fit, licensing, availability, coverage, budget, or timeline. Each criterion should have a clear purpose and an owner responsible for keeping it current.
How it works
The agent collects answers, validates them against rules or connected systems, and assigns the appropriate outcome. Required unknowns can triggerTriggerA trigger is an event or condition that starts, resumes, changes, or stops an automated workflow. clarification or human review. The complete record should show which conditions passed, failed, or remained uncertain.
Practical use cases
Confirming service area before appointment booking
Checking practice-area fit during legal intakeLegal intakeLegal intake captures a potential client’s matter details, urgency, location, eligibility, and preferred next step before routing.
Routing an inquiry to a licensed specialist by state
Avoid criteria that no one uses. Every question should change routing, booking, priority, or compliance handling; otherwise it adds friction without improving the decision.
Frequently asked questions
Why does Qualification criteria matter?
Avoid criteria that no one uses. Every question should change routing, booking, priority, or compliance handling; otherwise it adds friction without improving the decision.
How often should qualification criteria be reviewed?
Review them whenever products, territories, staffing, licensing, risk policy, or downstream acceptance changes, and audit them regularly against actual handoff outcomes.
Source: Thoughtly’s Agent Builder overview.
Related concepts: lead qualificationLead qualificationLead qualification captures fit signals such as intent, urgency, location, eligibility, consent, and availability before the next step., eligibilityEligibilityEligibility is the set of conditions that determines whether a prospect can move to a service, quote, appointment, application, or specialist., routing rulesRouting rulesRouting rules decide where a lead, call, appointment, or task goes using criteria such as intent, location, urgency, language, licensing, ownership, or availability., variableVariableA variable is a named value captured, calculated, or retrieved during a conversation and reused in logic, messages, actions, or integrations..