guide / reviewed 27 Sep 2026
Build a small qualification checklist
Define useful fit criteria before adding routing logic or AI scoring.
The situation
A checklist should help a responder choose the next action, not make the process feel like an exam. Begin with observable facts and a respectful path for uncertain or unsuitable requests.
Work through it
- Write three to five criteria tied to what the team can actually deliver. Explain how each criterion changes the next action.
- Ask two team members to evaluate the same sample of past conversations independently. Compare reasons rather than just totals.
- Revise ambiguous wording, then use the checklist in live work for two weeks. Keep a route for questions that need a person to decide.
What to measure
- Cases using the checklist
- Agreement on fit and reason
- Qualified cases reaching their next action
Boundaries
- Do not use a numerical score as a substitute for a clear decision rule.
- Avoid collecting sensitive information that is not necessary to answer the inquiry.
Questions for your own workflow
- Which facts affect fit?
- What is the respectful not-fit response?
- Who resolves disagreement?