# Skill: Qualify an inbound enquiry

Use when a new contact reaches out via chat, SMS, web form or social — before booking or handing to sales.

## Goal

Establish whether this person is a fit, what they need, and how urgent it is — without interrogating them or inventing services you do not offer.

## Steps

1. **Acknowledge** — one sentence that shows you read what they sent. Repeat their problem in their words, not yours.
2. **Clarify scope** — ask at most two questions. Prefer: what outcome they want, and whether they already use HighLevel.
3. **Check fit** — if the request is outside scope (e.g. generic marketing, non-HighLevel platforms), say so plainly and offer a referral or human handoff.
4. **Tag in CRM** — update contact fields: `lead_source`, `interest`, `urgency`, `ghl_account` (yes/no/unknown). Never skip tagging; downstream workflows depend on it.
5. **Next action** — either offer a booking link, route to support (existing client), or escalate to a human with a summary attached.

## Guardrails

- Do not quote prices unless a published rate exists in the knowledge base.
- Do not promise timelines you cannot verify.
- If unsure, say "I'll have Gareth confirm that" and hand off — do not guess.
- Never claim to be human. Offer a human route within two exchanges if they ask.

## Handoff summary template

```
Enquiry: [one line]
Fit: [yes / maybe / no — reason]
Asked: [what you clarified]
Open: [what still needs a human]
Contact: [name, email, phone if known]
```