The situation
Fictional planning example. These are sample decisions, not customer results or a demonstration of a live configuration.
A prospect submits a form to a fictional B2B company and later calls with a question the approved intake cannot answer. The sales workflow should preserve relevant context and assign a person without assuming that the two channels automatically share a record.
Sample intake record
Use the distinction between reported information and confirmed outcomes when reviewing your own process.
| Field | Sample entry | How to use it |
|---|---|---|
| Earlier inquiry | Prospect says they submitted a form. | Treat this as caller-provided context until the approved lookup/matching process supports it. |
| Current question | Caller asks about a requirement outside approved answers. | Keep it open for a human sales conversation. |
| Fit information | Caller describes the relevant business need. | Capture their statement without turning it into a guaranteed qualified opportunity. |
| Contact preference | Prospect supplies a preferred service-response route. | Preserve the agreed follow-up path and applicable contact boundaries. |
| Human owner | Assigned sales representative or fallback queue. | Confirm who takes responsibility and what happens when unavailable. |
Walk through the decisions
- Confirm the current request. Ask what the prospect needs now and what context they want the representative to have. Avoid assuming the form has already been read.
- Use the approved record process. If the configured workflow supports looking up the earlier inquiry, follow its identification and matching rules. Otherwise preserve the caller’s account of the earlier contact without claiming a successful match.
- Identify the human question. Keep the requirement outside approved answers visible. Intake should not invent pricing, scope or product commitments to make the conversation appear complete.
- Assign a next conversation. Use the agreed representative handoff or follow-up path. Acknowledgment is not a completed sales conversation, and a requested meeting is not confirmed until the booking process supports it.
Example handoff note
Prospect reports an earlier form inquiry and asks an additional requirement question. Relevant need and preferred response path captured. Record match not assumed. Assigned representative to review the open question and agree the next step; no price, scope commitment or meeting confirmed.
When the routine path does not fit
- The earlier record cannot be located: Keep the current inquiry useful and flag the unmatched context for review rather than guessing a record match.
- The representative is unavailable: Use the defined fallback owner or message route without promising an immediate conversation.
- The prospect changes their request: Preserve the current need and note which earlier assumptions need review before qualification or booking.
Use this with your team
Which channels are included in your setup? How is prior context matched? Who owns an unanswered sales question, and what actually confirms the next meeting?
Replace the fictional choices with your approved process before configuring service. This page does not collect or send your answers.