Triage a self-booked prospect outside the target profile

Instruction: Write the triage message and explain both headcount branches.

Context:

A prospect self-books discovery with fictional QueuePilot and enters “120 agents” on the form. QueuePilot targets support teams of 10–80 agents, with owner assignment, an unassigned-ticket queue, and backlog reporting. The buyer has not described a workflow problem.

The fictional policy allows the SDR to clarify whether headcount refers to the wider organization or the intended support team. An account executive (AE) must approve an exception before substantive discovery. Consider two responses: the intended team has 45 agents, or all 120 agents would use the tool. Communicate any booking change to the buyer.

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I would flag the booking for qualification and send: “Thanks for booking. Your form lists 120 agents. Is that the team that would use QueuePilot or a wider organization? Our target is support teams of 10–80 agents. What ticket ownership or backlog workflow are you hoping to examine?...

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