WhatsApp lead qualification and routing
Endelir asks every WhatsApp enquiry the questions your sales team needs answered, saves the replies on the contact record, and routes the lead to the right person. An enquiry is not yet an opportunity. Endelir asks the questions you decide matter — budget, location, dates, course, whatever your business runs on — saves the answers onto the contact record, and hands the conversation to the right person with those answers already attached.
Every enquiry starts from zero
A message that says "interested" tells you nothing. Someone has to write back, ask what the person actually wants, wait, ask the next thing, and wait again. The same questions are typed out by hand for every enquiry, and not always the same questions, so two people end up holding different halves of the picture.
The answers, when they finally arrive, sit inside the conversation. The salesperson who picks it up tomorrow scrolls back through it, or gives up and asks again. Nothing about the enquiry is recorded outside the chat, so the only way to find out what someone's budget was is to read the thread.
The questions get asked once, and the answers are kept
You configure a chat flow with the questions your business actually needs. When an enquiry arrives, the flow asks them one at a time, and each answer is written onto the contact as a field — budget, location, property type, intake, party size — rather than left buried in the chat. The next person to open that conversation sees the fields, not a wall of messages.
The flow can then hand the conversation to a team based on what was said: the Bangalore enquiries to the Bangalore desk, the commercial ones to the commercial desk. A person takes over from there, and the automation stops on that conversation so nobody is answered twice.
How it works
- 1 The customer writes first An enquiry lands on your business number — from an ad, a website button, a QR code, or your printed number.
- 2 A flow starts The flow you configured begins asking. If the enquiry came from a click-to-WhatsApp ad, the ad it came from is recorded against the conversation, so your team knows what was promised.
- 3 Questions are asked one at a time Short questions, in the order you set, with buttons where the answer is a choice from a short list.
- 4 Answers become fields Each answer is saved onto the contact record as a named field — budget, area, intake — where the next person reads it on the contact instead of scrolling the chat.
- 5 The lead is routed Based on the answers, the flow assigns the conversation to a team — by location, by product, by whatever rule you set.
- 6 A person takes over The assigned salesperson opens a conversation that already has the details on it. Taking over pauses the flow, so the automation does not keep asking questions underneath them.
What this looks like in practice
A property company runs ads for three projects. Every enquiry used to arrive as "price?", and an agent had to extract the rest by hand, one message at a time.
Now the flow asks four things: which area, flat or plot, roughly what budget, and how soon. The answers are saved against the contact, and the conversation is handed to the agent who covers that area. She opens it knowing she is talking to someone looking at a 3BHK in Whitefield, around a crore and a half, wanting to move within two months — and her first message is about that, not about what a 3BHK costs.
What can happen next
Who this suits
What to know before you set it up
Endelir asks the questions you configure and routes on the rules you set. It does not judge whether a lead is worth having — no software can tell you that without your own criteria, and there is nothing here that guesses at it. What you get is the same information from every enquiry, in fields you chose, rather than a score you cannot explain to your sales team.
Qualification happens while the customer is talking to you, so it needs no template. If they stop replying and the service window closes, picking the thread back up uses a message template Meta has approved in advance, and any promotional follow-up goes only to people who have opted in. Keep the flow short: every extra question is another chance for someone to put the phone down.
What to watch
- How many enquiries answer every question, and how many stop part-way
- Which question people abandon at
- How long a lead waits before a named person replies
- How many conversations reach a salesperson with the fields already filled
- How the answers split — budgets, timelines, locations — across a month
- How many customers ask for a person before the flow has finished
Related
Questions people ask
What is WhatsApp lead qualification?
It is gathering enough from an enquiry to know what the person wants and what should happen next. On WhatsApp that means asking a few short questions in the conversation the customer already started, and keeping the answers somewhere useful. In Endelir each answer is written onto the contact record as a named field, so budget, location and timeline sit on the contact where the next person sees them — instead of halfway up a chat that somebody has to scroll through before replying.
What questions should a lead qualification flow ask?
Yours. There is no universal script, and a page like this cannot invent one for your business. A property company usually needs area, property type, budget and how soon. A hotel needs dates, guests, room type and whether an airport transfer is wanted. A college needs course, qualification, intake and a good time to call. The rule that holds everywhere is to ask only what changes what you do next: if the answer would not alter who handles the enquiry or what you send, leave the question out. Short flows finish; long ones get abandoned.
Can AI qualify a lead automatically?
Not in Endelir today. The flow asks the questions you configured, in the order you set, and routes on the rules you wrote — that is deliberate, so the answers you get are the ones you asked for. The AI assistant is a separate switch, and when it is on it answers first. What you get is consistency rather than judgement. Every enquiry is asked the same things, and the answers arrive in the same fields every time. Deciding which of those leads is worth an afternoon stays with your sales team, who know your business.
Do the qualification answers reach my CRM?
They reach two places. First the contact record inside Endelir, where each answer is saved as a field your team can see and filter on. Second, if you want it, your own system: a flow step can call a URL you control, so a finished qualification can be posted to your CRM as it happens. That is a webhook to an endpoint you build, not a packaged connector to a named CRM. Endelir also has a REST API your system can call the other way — creating and updating a contact, and sending a message or an approved template.
Can different leads go to different salespeople?
Yes, to a team. The flow assigns the conversation to a team based on what the customer answered — the location they named, the product they asked about, the department the enquiry belongs to. Naming the individual owner is then one action in the shared inbox, and that assignment is visible there, so nobody else starts a second reply. It can be moved again by hand if the enquiry turns out to belong somewhere else. The customer keeps writing to the same number throughout and never sees the routing happen.
What happens if a customer will not answer a question?
The flow should not trap them, and you decide what it does instead: carry on with what you have, or hand the conversation to a person. Anyone on your team can take over at any point, which pauses the automation on that conversation, so a customer who types "just call me" gets a person rather than the next question. Everything collected up to that point stays on the contact, so nothing already answered has to be asked again.
When should a salesperson take over?
When the lead reaches whatever stage you have decided matters, when the customer asks for a person, or when the conversation needs a price, a negotiation or an approval no configured flow should be making. Taking over is one action in the shared inbox and it stops the automation on that conversation. The salesperson arrives with the answers already on the contact record, so the handover adds context instead of restarting the conversation.
Give your sales team context before they reply.
Set up the questions your business runs on and let every enquiry arrive answered. We build the first flow with you on a call, using your own qualifying questions.
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