Guide 04

Review a lead and its conversation

Find the inquiry, understand its context, and assign a next step with a verifiable result.

5 steps≈ 1 min read

Before you begin

Access to your business's inquiries and a test request with a known arrival time.

What to do

Find the enquiry
Find the test inquiry using the available details: time, channel, contact, or request number. Make sure you have the correct organisation and customer open.
Recover the context
Read the request and recent messages. Note the need, any terms already agreed, and the information still to be clarified.
Check the link to the request
Check how the conversation is linked to a request or booking in the working system. A chat message alone does not confirm that an order was created or an appointment was booked.
Assign the next step
Record an owner, the next step, and a deadline in the team's chosen tool. Make the action specific: check availability, agree on a time, or confirm the terms.
Record the outcome
After the action is completed, verify the result at the source and record the outcome. Link a repeat contact to the existing history only after checking that it is the same customer and the same task.

Run the scenario with test data. Verify the result in your business system and make sure the responsible employee knows the next step.

This guide explains how to prepare and test a process. Available actions depend on your setup.