Lead definition
Measure four stages instead of raw chat starts
| Stage | Observable outcome | Owner |
|---|---|---|
| engaged | visitor receives a useful response | available responder |
| qualified | need, fit and timing are understood | sales owner |
| accepted | a named person accepts follow-up | account or sales lead |
| progressed | meeting, proposal or next step occurs | commercial owner |
Minimal conversion path
Route before asking for personal details
- 01
Infer page intent
Use the page or a visitor-selected topic to choose sales, support or another route.
- 02
Answer first
Resolve the immediate question before requesting a longer set of details.
- 03
Qualify proportionately
Ask need, timing and organisation only when relevant to the next action.
- 04
Close the loop
Name the owner, channel, expected time and consent basis for follow-up.
Teams-first operation
Bring subject experts into the conversation without losing ownership
WebChat documents routing visitor requests to Teams channels and replies from threads. That can expose a sales question to the right specialists without requiring every occasional responder to monitor another inbox.
Visibility is not ownership. Define who accepts the lead, who updates the commercial record and what happens when nobody responds. A Teams post is not evidence of CRM synchronization or campaign attribution.
Four-week experiment
Compare incremental value with operating cost
- qualified leads per relevant landing-page session
- first helpful response time and unanswered enquiries
- accepted follow-ups and completed next actions
- staff minutes per qualified and progressed lead
- opt-in quality, deletion requests and data minimisation defects