Scaling presales capacity.
Growing lead volume and expansion into new markets put pressure on presales capacity. We needed to make first contact promptly and keep pace with incoming inquiries without hiring at the same rate as lead growth.
I designed and built a multi-agent system to carry out the presales work leading up to a call with a sales manager. Response speed, coverage, and continuity across channels were central requirements of the solution.
What the system handles.
Qualify
Collect relevant information about the lead and carry out qualification.
Consult
Answer questions using the company’s knowledge base.
Schedule
Arrange a call with a sales manager.
Four channels with shared context.
The system brings together agents for voice, WhatsApp, email, and SMS. Each agent handles its communication channel, with shared context connecting their work within the same presales process.
The interaction logic is specific to each channel, while lead context is shared. That separation provides the basis for coordinating the agents around the same lead.
Voice
Voice agent
WhatsApp
Messaging agent
Email
Email agent
SMS
SMS agent
Shared context
Coordinate qualification, consultation, and scheduling across channels.
Scheduled sales call
The preceding call or chat transcript preserves the information collected about the lead.
A sales conversation with context.
Call and chat transcripts preserve the key information collected during presales. A sales manager can review what the lead has shared and what was discussed before the scheduled conversation.
That record provides a starting point for the next conversation and can support review of how qualification and initial consultation were handled.
The business value.
The system handles recurring data collection, initial questions, qualification, and scheduling within one workflow. The intended benefit is to absorb more incoming demand with less dependence on proportional growth in presales staffing.
Faster handling and broader coverage aim to reduce the risk of inquiries going unattended. Carrying the conversation history into the sales stage can also reduce repeated discovery and help managers focus their time on the lead’s next decision.
Human effort per lead, cost per booked call, and the quality of subsequent sales conversations provide a way to assess that value alongside response speed and coverage.