01Receive the request from any channelWhatsApp · Email · Manually logged leadCapture
Create or update the lead from the incoming request. Attach the original message, documents and channel reference; link subsequent messages to the same enquiry.
Record the customer, contact details and preferred reply channel. Check for an existing lead so the same request is not worked twice.
Ready for qualificationOne lead, its source conversation and the information supplied so far.
Next: qualify the lead →02Qualify the lead and request missing informationAutomatic clarification on the permitted channelAI + checklist
AI extracts the supplied information and checks the required-field checklist for this type of enquiry: for example, item or service, quantity, specifications, delivery location and required date.
If data is missing, automatically send a focused request by email or WhatsApp using the permitted channel and agreed clarification templates. Ask only for what is still missing. Read the reply, update the lead and qualify it again.
Count customer replies during qualification; the initial enquiry and outgoing clarification requests do not count as replies.
Complete data → pricingProceed to stage 4 as soon as the required information is complete.
Still missing → ask or hand overAfter reply 1 or 2, request the remaining information. If reply 3 is still incomplete, stop the automatic loop.
See the handover rule →03Hand over when more than two replies are insufficientConditional · The third customer reply still leaves required data missingSales owner
Stop further automated clarification and put the lead in the named sales owner's queue. Show the conversation, questions already asked, reply count, confirmed fields and outstanding gaps.
The person contacts the customer, resolves ambiguity or holds the lead. Qualification resumes only when the owner releases it with the required data.
Human handover with contextNo repeated automatic questioning after the threshold is crossed. A missing reply is not counted as a customer reply.
When qualified: apply the rules →04Apply pricing and other static rulesBusiness calculations and configured validationsRules
Apply the relevant price list, quantity breaks, permitted discounts, taxes, currency, margin thresholds and standard terms through the business system's configured rules. Check the required stock or delivery constraints.
AI does not invent prices or override failed rules. Unmatched items and exceptions are made visible for review.
A calculated quotation draftLine items, amounts, terms and rule results are recorded against this version of the quote.
Next: AI audit and enhancement →05Audit the draft with AI and enhance itCompleteness, consistency and customer-facing clarityAI review
Compare the draft with the customer's request. Look for omitted requirements, inconsistent quantities or units, unclear descriptions, conflicting delivery assumptions and missing supporting information.
Improve wording and presentation within the approved scope. Record proposed commercial changes separately; changes to items, amounts or terms return through the static rules. Unresolved issues remain visible to the approver.
A reviewed draft with findingsThe reviewer sees the quote, rule results, AI findings and suggested improvements alongside the original request.
Next: quotation approval queue →06Add the quotation to approval queue AApprove the commercial document before composing its responseQuote approver
Present the exact quote version, qualified lead, pricing and rule checks, AI findings and any unresolved exceptions. The approver can approve, request changes, or reject and hold. A failed mandatory rule blocks approval until corrected or resolved through an authorised exception.
Approval applies to that quote version. Editing the commercial content makes its prior approval invalid and requires review again.
Approve → stage 8Use the approved quote to draft the response.
Request changes → stage 7Send specific review comments to the revision loop.
Reject or holdKeep the enquiry with its owner; do not send a quote.
Next: Use AI to make reviewer-requested changes →07Use AI to make reviewer-requested changesConditional · Changes requested in quotation reviewAI revision
Turn the reviewer's instructions into edits to the quotation draft. Preserve the comments and show what changed from the previous version. Ask the reviewer when an instruction is ambiguous.
Reapply the pricing and static rules, repeat the AI audit, then return the revised quote to queue A. AI revision does not approve its own work.
Revise → rules → audit → approve againStages 4 → 5 → 6 repeat for the new quotation version.
Next: Draft the response and add it to approval queue B →08Draft the response and add it to approval queue BOnly after the quotation is approved in queue AResponse approver
AI drafts the email or WhatsApp response from the approved quote: the cover message, recipient, channel and the correct quote attachment. It must reflect the approved amounts and terms.
A person reviews this outgoing package in a separate queue. Message-only edits return to queue B after revision. Changes to the quotation's commercial content return through stages 4 to 6 before a new response is prepared.
Two approvals, two decisionsA approves the quote. B approves what is sent, to whom and through which channel.
Response approved → stage 9The message and attachment are ready for dispatch.
Next: send the approved quote →09Send the quote and record the delivery resultApproved quotation + approved outgoing responseDispatch
Confirm that both approvals still match the current quotation, message, recipient and attachment. Send through the approved email or WhatsApp channel.
Record the message reference, quote version, recipient, time and delivery status on the lead. If sending fails or its result is uncertain, retain that state and reconcile it before retrying to avoid duplicate sends.
Sent, failed or awaiting confirmationThe owner can see what was sent and what the channel reported. Failed delivery is not marked as successful.
Where staff time is recovered
Capturing enquiries, requesting missing details, assembling quotes, checking consistency, applying reviewer edits and drafting customer responses.
What we measure in the pilot
Hands-on minutes per enquiry, clarification rounds and handovers, time in each approval queue, revision cycles and time to an approved quote being sent.