1. DECISION OBJECTIVE Objective: Determine the appropriate next action for each inbound SaaS demo request. Decisions: Whether the lead contains sufficient information. Whether the lead meets the defined sales-routing criteria. Whether the lead should enter nurture. Whether human review is required. Scope: Lead qualification and routing. Out of scope: Negotiating pricing. Making sales commitments. Assuming missing lead information. Final actions: Route to sales. Nurture. Request information. Human escalation. 2. DECISION VARIABLES & CONDITIONS Variable Meaning Required Valid Values Decision Impact Company Size Size category provided by lead Yes Stated company size Determines enterprise routing Budget Budget explicitly stated by lead Yes Stated budget information Required for sales qualification Business Email Whether a business email is available Yes Available / Missing Determines information completeness Use-Case Clarity How clearly the lead describes the intended use Yes Clear / Unclear Determines qualification Purchase Timeline Stated buying timeframe Optional Stated / Unknown Supports routing context Information Completeness Whether critical fields are available Yes Complete / Incomplete Controls whether final routing is allowed 3. DECISION RULE ENGINE Rule ID Condition Action Priority Exception R01 Critical information is missing Request additional information Highest Escalate if information cannot be obtained R02 Enterprise lead AND clear use case AND confirmed budget Route to sales High Only after R01 passes R03 Use case is unclear Do not automatically qualify High Request clarification or escalate R04 Lead does not meet defined sales-routing conditions Enter nurture workflow Normal Do not use if a higher-priority rule applies R05 Multiple applicable rules conflict without defined precedence Human review Highest unresolved state Preserve all conflicting evidence 4. DECISION TREE START | v Are critical inputs complete? | +-- NO --> Request additional information | +-- YES | v Is the use case clear? | +-- NO --> Request clarification / Human review | +-- YES | v Is the lead enterprise? | +-- YES | | | v | Is budget confirmed? | | | +-- YES --> Route to Sales | | | +-- NO --> Nurture / Request Budget | +-- NO --> Nurture 5. EDGE CASES & FAILURE HANDLING Scenario Trigger Agent Behavior Fallback Escalation Missing budget Budget not provided Request budget information Hold qualification If unresolved Unclear use case Lead description is ambiguous Request clarification Hold routing If clarification fails Conflicting information Lead provides contradictory company-size data Flag conflict Do not route automatically Yes No rule matches Lead does not satisfy any defined branch Apply defined nurture path Human review if unavailable Yes Dependency failure CRM cannot be accessed Do not make final routing decision Preserve lead state Yes Human override Reviewer changes routing decision Record override and reason Follow authorized decision No additional escalation unless required 6. IMPLEMENTATION & TEST PLAN IF critical_information_missing: request_additional_information ELSE IF use_case_unclear: request_clarification ELSE IF enterprise_lead AND clear_use_case AND confirmed_budget: route_to_sales ELSE: enter_nurture_workflow Test Scenarios 1. Enterprise + clear use case + confirmed budget → Route to sales. 2. Enterprise + clear use case + missing budget → Request budget information. 3. Enterprise + unclear use case + confirmed budget → Request clarification. 4. Non-enterprise + complete information → Enter nurture workflow. 5. Missing business email → Request additional information. 6. Contradictory company-size information → Human review. 7. CRM unavailable during qualification → Do not make final routing decision. 8. Human reviewer overrides the automated decision → Record the override and reason. FINAL VALIDATION CHECKLIST [x] Objective clearly defined. [x] Decision variables identified. [x] Critical conditions explicit. [x] Rule priority defined. [x] Missing-data behavior defined. [x] Conflicts handled. [x] Fallback behavior defined. [x] Human escalation included. [x] Normal paths testable. [x] Edge cases testable. [x] No unsupported numerical thresholds invented. [x] Business requirements preserved without adding hidden policies.