--- name: gooseworks-ai/disqualification-handling source: https://app.decimal.ai/s/gooseworks-ai-disqualification-handling@1/SKILL.md source_sha256: 973de7c4eb43 --- # Disqualification Handling Processes leads that didn't pass ICP qualification. Instead of ignoring them, this composite handles each category appropriately: polite rejection, referral request, or nurture routing. No inbound lead should feel ghosted. ## When to Auto-Load Load this composite when: - User says "handle the disqualified leads", "draft rejection emails", "what do we do with the ones that didn't qualify?" - `inbound-lead-qualification` has completed and disqualified/near-miss leads need handling - User has a list of leads that don't fit and wants appropriate responses ## Architecture ``` [Disqualified Leads] → Step 1: Categorize → Step 2: Draft Responses → Step 3: Route to Destination ↓ ↓ ↓ 4 handling categories Tailored email per type Nurture/CRM/archive ``` --- ## Step 0: Configuration (Once Per Client) On first run, establish response preferences. ```json { "sender_name": "", "sender_title": "", "company_name": "", "tone": "warm-professional | casual-friendly | formal", "nurture_sequence_tool": "Smartlead | HubSpot | Mailchimp | CSV export | none", "referral_incentive": "none | mention mutual value | offer resource", "include_resource_link": true, "resource_url": "", "resource_description": "", "feedback_survey_url": "", "do_not_contact_list": "Supabase | CSV | none" } ``` **On subsequent runs:** Load config silently. --- ## Step 1: Categorize Disqualified Leads ### Input Leads from `inbound-lead-qualification` with sub-verdicts. Categorize each into one of four handling paths: ### Category 1: Right Company, Wrong Person → REFERRAL REQUEST **Trigger:** `mismatch_type = right_company_wrong_person` - The company fits ICP but the person who came inbound isn't a buyer/champion/user - Example: A marketing intern at a perfect-fit company downloaded a whitepaper - Goal: Get an introduction to the right person at that company **Identify the referral target:** - Using the ICP's buyer personas, determine who at this company we SHOULD be talking to - If enrichment data or CRM has other contacts at the company, note them (but still ask for the intro — warmer than cold outreach) ### Category 2: Close But Not Quite → NURTURE (FUTURE FIT) **Trigger:** `sub_verdict = near_miss_nurture` OR score 30-49 without a referral opportunity - Company is almost ICP but not today — too small, too early stage, wrong geography (but expanding), missing a key requirement that might change - Example: A 15-person startup that's clearly growing fast but below your 50-employee minimum - Goal: Stay on their radar. When they hit the threshold, you're top of mind. ### Category 3: Clearly Outside ICP → POLITE DECLINE **Trigger:** `sub_verdict = disqualified_polite` OR score < 30 - Not a fit now and unlikely to become one - Example: A freelancer, a student, a company in an excluded industry - Goal: Decline gracefully. Don't burn bridges — they might refer someone, post about you, or their situation might change unexpectedly. ### Category 4: Special Flags → ROUTE DIFFERENTLY **Trigger:** `sub_verdict = disqualified_competitor` OR `pipeline_status = existing_customer` - **Competitor employee:** Do NOT send a rejection email. Log for competitive intelligence. No outreach. - **Existing customer:** Do NOT treat as disqualified. Route to customer success / account management. May be an upsell or support need. ### Output Each lead tagged with: `handling_category`, `handling_action`, `referral_target_persona` (for Category 1) --- ## Step 2: Draft Responses ### Category 1 Response: Referral Request Email **Objective:** Thank them, subtly indicate they may not be the right person, and ask for an introduction — without making them feel dismissed. **Structure:** 1. **Thank them** for their interest (reference what they did — demo request, download, etc.) 2. **Acknowledge their role** — show you understand what they do 3. **Pivot to the right person** — frame it as "wanting to make sure the right person gets the most value" 4. **Make the ask easy** — provide a specific persona/title to connect you with 5. **Offer something in return** — a resource relevant to THEIR role (not just the buyer's) **Template framework:** ``` Subject: Thanks for checking us out, [First Name] Hi [First Name], Thanks for [downloading our guide on X / requesting a demo / signing up for the trial]. [One sentence connecting their action to a genuine insight — "it's a great resource for understanding Y."] I took a look at [Company] — [one sentence showing you understand the company]. Given what [Product] does, I think [target persona title, e.g., "your VP of Engineering" or "whoever leads infrastructure decisions"] would get the most out of a conversation with us. Would you be open to making an introduction? Happy to send you a quick blurb you can forward, so it's zero effort on your end. [If resource_link configured: "In the meantime, here's [resource] that might be useful for [something relevant to THEIR role]."] Thanks, [Sender Name] ``` **Rules:** - Never say "you're not the right person" or "you don't have buying authority" - Never use the word "unfortunately" or "however" - Frame the referral as maximizing value, not correcting a mistake - Keep it under 120 words - If you know the specific name of the right person (from enrichment/CRM), mention them: "I think [Name] on your [team] would find this valuable" ### Category 2 Response: Nurture Warm-Down Email **Objective:** Keep the relationship warm without false promises. Position yourself as a future resource. **Structure:** 1. **Thank them** for their interest 2. **Be honest (but tactful)** about fit — don't say "you're disqualified", say "given where [Company] is today, the timing might not be perfect" 3. **Offer genuine value** — share a resource relevant to their current stage/situation 4. **Leave the door open** — invite them to reach out when circumstances change 5. **No hard CTA** — this is a soft touch, not a sales push **Template framework:** ``` Subject: [First Name] — thanks for your interest in [Product] Hi [First Name], Thanks for [action they took]. I looked into [Company] and really like [genuine compliment — what they're building, their growth, their approach]. Based on where [Company] is right now, I think [honest reason the timing isn't right, framed positively — e.g., "you'd get the most value from us once your team scales past X" or "this tends to be most impactful after Y milestone"]. In the meantime, [here's a resource / I'd recommend / you might find this useful] — [brief description of why it's relevant to them NOW, not just to your product]. I'll keep an eye on [Company] — would love to reconnect when the timing is better. Feel free to reach out anytime. Best, [Sender Name] ``` **Rules:** - Never say "disqualified", "not a fit", "don't meet our criteria" - Frame timing as the issue, not them — "not yet" beats "not ever" - The shared resource should be genuinely useful to them at their current stage, not just a product pitch - Keep it under 100 words - Warm but not overly familiar ### Category 3 Response: Polite Decline Email **Objective:** Decline gracefully while leaving a positive impression of your brand. **Structure:** 1. **Thank them** for their interest 2. **Brief honest explanation** — keep it high-level ("we specialize in X and it sounds like you need Y") 3. **Redirect if possible** — suggest an alternative tool/service if you know one 4. **Close warmly** **Template framework:** ``` Subject: Thanks for reaching out, [First Name] Hi [First Name], Thanks for your interest in [Product]. I appreciate you taking the time to [action they took]. We're focused specifically on [your niche/ICP in plain language], and it sounds like [their situation — framed neutrally, not critically] might be a different use case from what we're built for. [If you know an alternative: "You might want to check out [Alternative] — they're strong for [their actual need]."] [If no alternative: "I don't want to waste your time, but if your needs evolve, we'd be happy to chat."] Best of luck with [something specific to their situation], [Sender Name] ``` **Rules:** - Never apologize ("sorry we can't help") — you're not obligated - Never be dismissive or condescending - Keep it under 80 words - If you can genuinely suggest an alternative, do — it builds goodwill - Don't over-explain why they don't fit. One sentence is enough. ### Category 4: No Email - **Competitor:** Add to competitive intel tracking. No outbound response. Log: "Competitor employee [Name] from [Company] engaged via [source] on [date]." - **Existing customer:** Draft a brief internal routing note: "Existing customer [Company] ([contact name]) came inbound via [source]. Current plan: [plan]. Account owner: [owner]. Possible upsell signal." Route to CS/AM. --- ## Step 3: Route to Destination ### For Each Category: | Category | Email Action | CRM Action | Sequence Action | |----------|-------------|------------|-----------------| | Referral Request | Draft ready for human review & send | Tag as `referral_pending` | None — single touch | | Nurture | Draft ready for human review & send | Tag as `nurture_future_fit`, set reminder for re-evaluation in 3-6 months | Add to nurture drip if configured | | Polite Decline | Draft ready for human review & send | Tag as `disqualified_responded`, note reason | None — single touch | | Competitor | No email | Tag as `competitor_employee`, log in competitive intel | None | | Existing Customer | No sales email | Flag for CS/AM team, note the inbound action | None | ### Nurture Sequence Setup (Category 2) If a nurture sequence tool is configured: 1. Group nurture leads by their "why not yet" reason — this determines the drip content 2. Suggest sequence themes: - "Too small right now" → Growth-stage content, case studies of similar companies that grew into ICP - "Wrong stage" → Stage-appropriate content, milestone-based check-ins - "Missing requirement" → Product update notifications, roadmap content 3. Add to appropriate sequence or produce a CSV for manual import ### Re-Evaluation Triggers For Category 2 (nurture) leads, define when to re-evaluate: - Company raises funding → re-run qualification - Company headcount crosses threshold → re-run qualification - Person gets promoted → re-run qualification - 6 months have passed → manual re-evaluation prompt If signal composites are active (`funding-signal-outreach`, `hiring-signal-outreach`, `champion-move-outreach`), these triggers happen automatically. --- ## Output Format ### Primary: Response Queue for Human Review ```markdown ## Disqualification Handling: [Date] ### Summary - **Total disqualified/near-miss leads:** X - **Referral requests (right co, wrong person):** X - **Nurture (future fit):** X - **Polite decline:** X - **Competitor (no response):** X - **Existing customer (route to CS):** X --- ### Referral Requests — Review & Send #### [Name] — [Title] at [Company] - **Why not them:** [one sentence — e.g., "Marketing coordinator, we need VP Engineering"] - **Referral target:** [Title/persona we want to reach] - **Known contacts at company:** [from enrichment/CRM, if any] - **Draft email:** > [email draft] --- ### Nurture — Review & Send #### [Name] — [Title] at [Company] - **Why not yet:** [one sentence — e.g., "20 employees, ICP starts at 50"] - **Re-evaluate when:** [trigger — e.g., "headcount crosses 50" or "6 months"] - **Draft email:** > [email draft] --- ### Polite Decline — Review & Send #### [Name] — [Title] at [Company] - **Why not a fit:** [one sentence] - **Suggested alternative:** [if known] - **Draft email:** > [email draft] --- ### Flagged (No Outreach) **Competitors:** - [Name] from [Company] — [what they did] on [date] **Existing Customers:** - [Name] from [Company] — [what they did] — Current account owner: [name] ``` ### Secondary: CSV Export Append to the qualification CSV or produce a separate handling CSV: - All lead fields + `handling_category`, `handling_action`, `email_draft`, `referral_target`, `nurture_trigger`, `re_evaluate_date` Save to the current working directory or wherever the user prefers. --- ## Handling Edge Cases **Lead who's clearly a bot or spam:** Skip all categories. Tag as `spam` and archive. Don't waste an email draft. Signs: gibberish name, test@test.com, form filled in < 2 seconds, obvious fake company. **Lead who requested a demo but is clearly disqualified:** Still draft a polite decline. A demo request deserves a human response even if the answer is no. Consider: if they're a strong referral opportunity (right company), prioritize the referral path over the decline path. **Lead at a competitor's customer:** This is NOT a competitor employee — this is someone at a company that uses a competitor. They came inbound, which means they might be looking to switch. Do NOT disqualify. Route back to qualification as a high-priority signal. **Multiple people from the same company, some qualified, some not:** For disqualified people at a company where someone else qualified: Draft a softer version that acknowledges "we're already in touch with your team at [Company]" — don't send a rejection to someone whose colleague is in active talks. **Lead who's a journalist, analyst, or investor:** Not a customer, but not a "decline" either. Flag separately: "Non-customer interest from [Name], [Role] at [Publication/Fund]. May be PR/AR opportunity." Route to marketing or founder. **Very high-volume batches (50+ disqualified):** - Category 3 (polite decline) and Category 2 (nurture) can use lighter-touch templates rather than personalized drafts - Category 1 (referral requests) should always be personalized — these are the highest-value disqualified leads --- ## Email Hard Rules All draft emails must follow these rules regardless of category: 1. **No lies.** Don't say "we'd love to work with you" if you're declining them. 2. **No guilt.** Don't make them feel bad for reaching out. 3. **No jargon.** "ICP", "qualification", "disqualified" never appear in emails. 4. **Brevity.** Referral < 120 words. Nurture < 100 words. Decline < 80 words. 5. **One CTA maximum.** Referral: make the intro. Nurture: check the resource. Decline: none or soft redirect. 6. **No false urgency.** These are goodwill emails, not sales emails. 7. **Genuine value.** If you offer a resource, it should actually help them — not be a disguised pitch. 8. **Reply-friendly.** Write in a way that they COULD reply if they wanted to. No "noreply" energy. --- ## Tools Required - **Email drafting** — references `email-drafting` capability for tone and structure - **CRM access** — to update lead status, add tags, set reminders - **Nurture sequence tool** — to add leads to drip campaigns (Smartlead, HubSpot, etc.) - **Supabase client** — for pipeline lookups and signal cross-reference - **Read/Write** — for CSV output and config management