From a conversation to a lead to a deal: the chain, step by step
How messages become a captured field, a lead, a score, a qualification, a deal and a hand-over — and how to read the chain when it surprises you.
A captured field creates the lead; fields and messages move the score; a score band or a completed goal qualifies the lead; lead.qualified opens the deal and runs any other workflow listening for it. Every link is a setting you can change, and every link is recorded in the conversation's automatic events and the audit log.
The chain
| Step | What causes it | Setting that controls it |
|---|---|---|
| Field captured | The agent reads it from a message after replying | Fields you collect |
Lead created (lead.created) | The first of the steering goal's required fields is captured | The goal's Required fields |
Score changes (contact.scored) | A rule's condition starts or stops holding | Scoring rules |
Lead qualified (lead.qualified) | A goal with Qualifies as completes, or qualify_lead runs — on the starter set, a score of 40 | The goal, the Score qualifies the lead workflow, its bands |
| Deal opened | lead.qualified → Qualified lead → pipeline | Workflows |
| Hand-over | A goal marked to escalate completes, an escalation topic, or escalate_conversation in any workflow on any of the events above | The goal, Human escalation, Workflows |
A worked example
A retreat's agent asked for guest name, property, enquiry type, group size and date (its collecting goal, marked to escalate on completion). Its setup had also written a workflow: on lead.qualified, create a call task and escalate_conversation. The customer wrote:
- "Hi" → Replied to us +10. Score 10.
- A name, then a property → Property Selected +20 (the workspace's own rule). Score 30. The property is a required field, so the lead is created.
- "Vellore" — the fifth message → Engaged — five or more messages +15. Score 45.
- 45 ≥ 40 → Score qualifies the lead sets the class to low →
lead.qualifiedfires. - Two workflows were on
lead.qualified: the starter one opened a deal, and the setup's one created a task and handed the conversation to a person — with group size and date still uncollected. - The customer's next answer arrived in human mode, so nothing replied to it.
No escalation topic matched, and the AI decided nothing: a message count crossed a score band, and a workflow acted on the band. The fix is one of: switch off the workflow that escalates on lead.qualified (the goal already escalates when the details are in), raise the score bands, or stop rewarding a message count.
Reading the chain on a real conversation
- Open the conversation and expand the automatic events on the message where it happened — score changes, lead, qualification, deal, task and hand-over appear in order.
- Open the contact's score breakdown to see which rules hold.
- In Settings › Audit log, the
workflow:<trigger>entries list which workflows ran and each action's result. - Then change the one link that should not have fired, and replay the conversation in Test agent.
Related
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