Out-of-hours new enquiry In-hours new enquiry · staff available In-hours new enquiry · no one free Existing parent · child sick Staff absence Cold sales call Web chat enquiry Web form submission Book a Tour form

Scenario 07 / 09

Web chat enquiry

Zoho web chat - same pipeline, different channel.

Next: Web form submission

Caller experience

Zoho web chat

Visitor · familyfirstnurseries.co.uk

In hours

Wed 17 Jun · 13:05

Waiting for visitor to write…

AI decision engine

Triage decision engine

0 events

Classification

Caller type and intent

Listening for caller intent…

Captured fields

Booking-ticket ready

Fields will appear as the caller shares them.

Routing decision

Disposition and next best action

Pending classification + capture…

Ready