Step 1: Define what "qualified" means for you
Write 3–5 criteria your best customers share. Typical ones:
| Criterion | Example question |
|---|---|
| Need | "What are you looking for — X or Y?" |
| Budget range | "Do you have a budget range in mind?" |
| Timing | "When are you planning to start?" |
| Location / fit | "Which city are you in?" |
| Decision role | "Will anyone else be involved in the decision?" |
Step 2: Write questions customers will actually answer
Ask one thing at a time, offer examples, and never demand everything up front. If the customer asks a question first, answer it before asking yours.
Step 3: Give the agent the right knowledge
The agent should answer basic questions about your offer from your knowledge base, so customers get value before being asked for details.
Step 4: Record answers on the contact
Store the answers as contact attributes or tags so the salesperson sees them at a glance and your pipeline reflects reality.
Step 5: Set handoff rules
- Qualified → assign to a salesperson now, with a summary.
- Not ready → schedule a follow-up within WhatsApp's rules (templates outside the 24-hour window, opt-in for marketing).
- Not a fit → answer politely and close.
- Asks for a person → hand over immediately.
Step 6: Review weekly
Read a sample of conversations. Are questions answered? Are good leads being handed over fast? Adjust wording and criteria.
See the outcome-focused overview in the lead qualification use case, or how it applies to real estate.