CHAPTER 015 min
Unify the reply channels
One inbox, all channels. If replies land in three tools, two of them get missed.
DO THIS
- Connect email
- Connect chat
- Connect form-fills
TIP
Slack is not a customer channel. Do not route replies there.
NEXT CHAPTER
02 · Auto-tag by intent
CHAPTER 026 min
Auto-tag by intent
AI Sales Agent tags every incoming thread by intent.
DO THIS
- Enable intent tagging
- Confirm the tag categories match your sales stages
- Review the first 20 tags by hand
TIP
The tags don't need to be perfect. They need to be consistent.
NEXT CHAPTER
03 · Route to the right person
CHAPTER 035 min
Route to the right person
Interested threads go to the assigned rep. Not-fit threads go to nurture. Not-now threads go to the follow-up queue.
DO THIS
- Set routing rules
- Assign default owner per segment
- Confirm coverage
TIP
If a thread has no owner, it dies. Assign a default.
NEXT CHAPTER
04 · Auto-create pipeline opportunities
CHAPTER 046 min
Auto-create pipeline opportunities
Every “interested” thread creates a Sales Pipeline opportunity with full context.
DO THIS
- Wire Conversations → Sales Pipeline
- Auto-attach the thread to the opportunity
- Notify the rep
TIP
Full context on the opportunity means the rep doesn't have to reconstruct history.
NEXT CHAPTER
05 · Measure response time
CHAPTER 056 min
Measure response time
Speed of response is the single biggest predictor of close. Watch it.
DO THIS
- Track median response time
- Alert if median >4 hours
- Review weekly
TIP
Every hour of delay after the first reply cuts close probability by roughly 10%. Don't be that hour.
WRAP UP
You've reached the outcome.
Nothing falls through the cracks. Every warm reply becomes pipeline.