Play 2 Complete Implementation Guide

This is your complete technical implementation guide for the Lead Qualification play. You'll configure three parallel intake tracks (digital chatbot, live web chat, voice) plus an exception queue for edge cases. Each track feeds qualified leads directly into your CRM

while routing exceptions to human review.

Expected setup time: 4-6 hours for all tracks. Expected ROI: 40-60% reduction in manual lead triage within 30 days.

Before you start, confirm you have:

• Admin access to your AI Workforce platform (or equivalent automation tool like Intercom, Drift, or Voiceflow)
• CRM

  CRM

  Click to read the full definition in our AI & Automation Glossary.

  write permissions (Salesforce, HubSpot, or Pipedrive)
• Website CMS access to add embed codes (WordPress, Webflow, or custom)
• A dedicated Slack channel or email distribution list for lead notifications
• Your firm's lead qualification criteria documented (minimum: company size, budget range, service fit)

The digital track runs 24/7 on your website. It captures basic qualification data and routes leads without human intervention.

1. Build the Qualification Chatbot

Log into your AI Workforce platform. Navigate to Chatbots > Create New.

Name it "Lead Qualifier - [Your Firm Name]". Set the trigger to appear after 15 seconds on pricing, services, or contact pages.

Configure the conversation flow with these exact questions:

1. "Hi, I'm here to help. What brings you to [Firm Name] today?" (Open text field)
2. "What's your name?" (Text field, required)
3. "What's your work email?" (Email validation, required)
4. "What's your company name?" (Text field, required)
5. "What's your role?" (Dropdown: C-Suite, VP/Director, Manager, Individual Contributor, Other)
6. "What's your company size?" (Dropdown: 1-10, 11-50, 51-200, 201-1000, 1000+)
7. "What's your timeline for this project?" (Dropdown: Immediate, 1-3 months, 3-6 months, 6+ months, Just researching)
8. "What's your budget range?" (Dropdown with your firm's typical project tiers)

After the final question, display: "Thanks [Name]. A partner will review your inquiry within 4 business hours. Check your email for next steps."

Set the chatbot tone to professional but conversational. Avoid: "How can I assist you today?" or "Thank you for reaching out." Use: "What brings you here?" and "Got it."

2. Add Qualification Logic

In the chatbot builder, navigate to Logic Rules > Add Condition.

Create three routing paths:

High Priority (immediate handoff):

• Company size: 51+
• Timeline: Immediate or 1-3 months
• Budget: Top two tiers
• Action: Tag as "Hot Lead", assign to senior BD rep, send Slack alert

Medium Priority (standard queue):

• Company size: 11-50
• Timeline: 1-6 months
• Budget: Middle tiers
• Action: Tag as "Warm Lead", assign to BD rotation, send daily digest email

Low Priority (nurture track):

• Company size: 1-10
• Timeline: 6+ months or Just researching
• Budget: Lowest tier or unspecified
• Action: Tag as "Nurture", add to monthly newsletter, no immediate assignment

Exception Queue:

• Any required field left blank
• Email domain is free provider (gmail.com, yahoo.com, etc.)
• Company name is "N/A" or similar
• Action: Tag as "Exception", route to manual review queue

3. Integrate with Your CRM

CRM

Click to read the full definition in our AI & Automation Glossary.

In your AI Workforce platform, go to Integrations > CRM

.

Select your CRM

(Salesforce, HubSpot, or Pipedrive). Authenticate with your admin credentials.

Map chatbot fields to CRM

fields:

• Name → Lead: First Name + Last Name (split on space)
• Email → Lead: Email
• Company → Lead: Company
• Role → Lead: Title
• Company Size → Lead: Number of Employees (convert dropdown to number)
• Timeline → Lead: Custom Field "Project Timeline"
• Budget → Lead: Custom Field "Budget Range"
• Initial Message → Lead: Description

Set the trigger: "On chatbot completion, create new Lead record."

Add a secondary action: "If Lead already exists (match on email), update existing record and add Note with timestamp."

4. Add Website Embed Code

Copy the chatbot embed code from Settings > Installation.

For WordPress: Install the "Insert Headers and Footers" plugin. Paste the code in the footer section.

For Webflow: Go to Project Settings > Custom Code > Footer Code. Paste the code.

For custom sites: Add the code snippet before the closing </body> tag on these pages:

• /services
• /pricing
• /contact
• /about

Test on mobile and desktop. The chatbot should appear in the bottom-right corner after 15 seconds.

5. Configure Notifications

In your AI Workforce platform, go to Notifications > Add Rule.

For High Priority leads:

• Send Slack message to #lead-alerts channel
• Format: "🔥 Hot Lead: [Name] from [Company] ([Size] employees) - [Timeline] timeline, [Budget] budget. Assigned to [Rep Name]."
• Include link to CRM

  CRM

  Click to read the full definition in our AI & Automation Glossary.

  record

For Medium Priority leads:

• Send daily digest email at 9 AM to bd-team@yourfirm.com
• Subject: "Daily Lead Digest - [Count] New Leads"
• List all leads with name, company, and CRM

  CRM

  Click to read the full definition in our AI & Automation Glossary.

  link

For Exception Queue:

• Send Slack message to #lead-exceptions channel
• Format: "⚠️ Exception: [Name] from [Company] - Missing: [List of blank fields]. Review required."

6. Monitor Performance

Set up a dashboard in your AI Workforce platform or Google Data Studio.

Track these metrics weekly:

• Total conversations started
• Completion rate (finished all questions)
• Qualification rate by priority tier
• Exception rate (target: under 15%)
• Time to first response by priority tier
• Lead-to-opportunity conversion rate by source

Review monthly. If completion rate drops below 60%, simplify the question flow. If exception rate exceeds 20%, tighten your trigger rules or add validation.

The web chat track connects high-intent visitors directly to your BD team during business hours. Outside hours, it falls back to the digital chatbot.

1. Configure Live Chat Hours

In your AI Workforce platform, go to Live Chat > Settings.

Set availability:

• Monday-Friday: 9 AM - 6 PM (your timezone)
• Saturday-Sunday: Offline (auto-route to digital chatbot)

Assign team members:

• Add all BD reps and partners who will handle live chats
• Set maximum concurrent chats per person (recommend: 2)
• Enable round-robin assignment

2. Create Live Chat Greeting

Set the initial message: "Hi, I'm [Agent Name]. I can answer questions about [your services]. What brings you here today?"

Configure the pre-chat form (appears before connecting to agent):

• Name (required)
• Email (required)
• Company (required)
• "What can we help with?" (required, text area)

This data populates in the agent's chat window and creates a CRM

lead record immediately.

3. Build Agent Playbook

Create a Google Doc or Notion page titled "Live Chat Playbook - Lead Qualification."

Include these sections:

Opening (first 30 seconds):

• Acknowledge their question
• Ask one clarifying question about their need
• Gauge urgency: "What's your timeline for this?"

Qualification (next 2-3 minutes):

• Company size and industry
• Current solution or process
• Budget range (if appropriate)
• Decision-making process and stakeholders

Next Steps (final 1 minute):

• High Priority: "Let me connect you with [Partner Name] directly. Are you available for a 15-minute call this week?"
• Medium Priority: "I'll send you our [relevant resource]. Can I have someone follow up next week?"
• Low Priority: "Here's our [resource]. I'll add you to our monthly newsletter with case studies."

Disqualification Script: "Based on what you've shared, we might not be the best fit right now. Have you considered [alternative solution or competitor]?"

Share this playbook with all live chat agents. Conduct a 30-minute training session before launch.

4. Set Up CRM

CRM

Click to read the full definition in our AI & Automation Glossary.

Integration

In Live Chat > Integrations, connect your CRM

.

Configure these automatic actions:

On chat start:

• Create Lead record with pre-chat form data
• Add tag "Web Chat Lead"
• Set Lead Source to "Website - Live Chat"

On chat end:

• Append full chat transcript to Lead record Notes
• If agent marked as "Qualified," set Lead Status to "Qualified"
• If agent marked as "Not a Fit," set Lead Status to "Disqualified"
• If agent scheduled meeting, create Event in CRM

  CRM

  Click to read the full definition in our AI & Automation Glossary.

  and send calendar invite

Agent actions during chat:

• Button: "Mark as High Priority" (changes Lead Status, sends Slack alert)
• Button: "Send Resource" (opens library of PDFs, case studies, pricing sheets)
• Button: "Schedule Meeting" (opens Calendly or CRM

  CRM

  Click to read the full definition in our AI & Automation Glossary.

  scheduler)

5. Configure Fallback Behavior

In Live Chat > Settings > Offline Behavior, select "Route to Digital Chatbot."

Set the offline message: "Our team is currently offline. I can still help you get started. What brings you here today?"

This seamlessly transitions to the digital chatbot flow from Step 1.

6. Monitor Agent Performance

Track these metrics per agent, weekly:

• Number of chats handled
• Average chat duration (target: 5-8 minutes)
• Qualification rate (target: 40%+)
• Meeting booking rate (target: 25%+ of qualified leads)
• Customer satisfaction score (post-chat survey, target: 4.5/5)

Review with agents monthly. Share top performers' chat transcripts as training examples.

The voice track handles inbound calls and can proactively dial leads who requested callbacks.

1. Set Up Voice Bot

In your AI Workforce platform, go to Voice > Create New Bot.

Name it "Lead Qualifier - Inbound."

Configure the voice:

• Select a professional, neutral voice (recommend: "Matthew" or "Joanna" in Amazon Polly)
• Set speaking rate to 1.0x (normal speed)
• Enable call recording for all calls

Build the call flow:

Greeting: "Thanks for calling [Firm Name]. I'm here to help. What brings you to us today?"

Capture Information: Use the same questions as the digital chatbot, but phrase them conversationally:

• "Great. What's your name?"
• "And what's your email address?" (repeat back for confirmation)
• "What company are you with?"
• "What's your role there?"
• "How many people work at [Company]?"
• "What's your timeline for this project?"
• "Do you have a budget range in mind?"

Handoff: "Perfect. Based on what you've shared, I'm going to connect you with [Partner Name] or have them call you back within 4 hours. Which works better?"

If "connect now": Attempt live transfer to assigned rep. If unavailable, take callback number and time preference.

If "call back": "What's the best number to reach you? And what time works best?"

Closing: "You're all set. You'll hear from us by [time]. Thanks for calling [Firm Name]."

2. Configure Call Routing

In Voice > Routing Rules, set up priority-based transfers:

High Priority leads:

• Attempt live transfer to senior partner (ring for 20 seconds)
• If no answer, try next available BD rep
• If no one available, schedule callback within 2 hours

Medium Priority leads:

• Route to general BD queue
• Ring all available reps simultaneously
• If no answer, schedule callback within 4 hours

Low Priority leads:

• Skip live transfer
• Schedule callback within 24 hours
• Assign to junior BD rep

Exception Queue:

• If caller refuses to provide email or company name
• If caller is clearly a vendor or recruiter
• Route to manual review queue, no callback scheduled

3. Integrate with CRM

CRM

Click to read the full definition in our AI & Automation Glossary.

In Voice > Integrations, connect your CRM

.

Map voice bot fields to CRM

Lead fields (same as digital track).

Add these voice-specific fields:

• Call Recording URL → Lead: Custom Field "Call Recording"
• Call Duration → Lead: Custom Field "Call Length"
• Call Timestamp → Lead: Custom Field "Call Date"

Set trigger: "On call completion, create Lead record and attach call recording."

4. Set Up Phone Number

Purchase a dedicated phone number for lead qualification:

• Use a local area code for your primary market
• Enable call forwarding to your voice bot
• Set up voicemail for after-hours (voice bot handles this automatically)

Add this number to your website:

• Header: "Questions? Call [Number]"
• Contact page: Prominent "Call Us" button
• Email signatures: Include as alternative to scheduling meetings

5. Configure Voicemail Handling

In Voice > Voicemail Settings, set the greeting:

"You've reached [Firm Name]. Please leave your name, company, and a brief message about what you're looking for. We'll call you back within 4 business hours."

Set up voicemail transcription:

• Enable automatic transcription
• Send transcription to #lead-voicemails Slack channel
• Create Lead record with transcription in Notes field
• Tag as "Voicemail - Callback Required"

6. Monitor Call Quality

Review 10% of call recordings weekly. Check for:

• Voice bot clarity and pacing
• Caller frustration or confusion
• Successful information capture
• Smooth handoffs to live reps

Track these metrics:

• Total inbound calls
• Call completion rate (finished full flow)
• Live transfer success rate
• Callback completion rate (did rep actually call back?)
• Lead-to-opportunity conversion rate

Adjust voice bot phrasing if completion rate drops below 50%.

The exception queue catches leads that don't fit standard qualification criteria. This prevents lost opportunities and identifies edge cases.

1. Define Exception Criteria

In your AI Workforce platform, go to Lead Routing > Exception Rules.

Route leads to exception queue if:

• Any required field is blank or contains "N/A", "None", "Unknown"
• Email domain is free provider (gmail.com, yahoo.com, hotmail.com, etc.) AND company name is generic
• Company size is "1-10" AND budget is "Prefer not to say"
• Timeline is "Just researching" AND role is "Individual Contributor"
• Caller hung up before completing voice bot flow
• Chatbot conversation lasted under 30 seconds
• Live chat agent manually flagged as "Needs Review"

Tag all exceptions with specific reason codes:

• "Incomplete Data"
• "Free Email Domain"
• "Low Qualification Score"
• "Early Hang-Up"
• "Agent Escalation"

2. Assign Exception Queue Owner

Designate one person as Exception Queue Manager (typically a senior BD coordinator or operations manager).

Their responsibilities:

• Review all exceptions within 24 hours
• Attempt to gather missing information via email or LinkedIn
• Determine if lead should be qualified, disqualified, or nurtured
• Update CRM

  CRM

  Click to read the full definition in our AI & Automation Glossary.

  records with findings
• Escalate patterns to leadership (e.g., "We're getting 20% exceptions due to unclear budget question")

Set up a daily Slack reminder at 10 AM: "Exception Queue Review - [Count] leads pending."

3. Create Review Workflow

Build a standardized review process in your CRM

or project management tool:

Step 1: Initial Assessment (5 minutes per lead)

• Review all captured data
• Check LinkedIn profile for company and role verification
• Google the company to confirm legitimacy and size
• Determine: Is this a real prospect or spam/vendor?

Step 2: Outreach Attempt (if legitimate)

• Send templated email: "Hi [Name], I see you reached out to [Firm Name] but we're missing some information. Can you reply with [specific missing fields]? This helps us connect you with the right person."
• Wait 48 hours for response

Step 3: Final Disposition

• If response received: Complete qualification, route to appropriate priority tier
• If no response: Tag as "Unresponsive Exception", add to low-priority nurture campaign
• If clearly spam/vendor: Mark as "Disqualified - Not a Fit", archive

Step 4: Pattern Analysis (weekly)

• Review all exceptions from past week
• Identify common reasons (e.g., "15% of exceptions are due to confusing budget question")
• Recommend changes to chatbot/voice bot flows
• Update qualification criteria if needed

4. Set Up