The operational decision
Keep supplier messages from filling the prospective-inquiry queue. Correctly identifying an unsuitable route is a useful outcome. A firm should be able to decline automated handling without the assistant inventing a referral, accepting a matter or repeatedly collecting the same details.
Prepare the workflow
Define a public business destination and what minimal vendor information staff want; do not ask sales callers to select a legal practice area.
Example wording for approval
“For a supplier or business-sales inquiry, please use the example firm's approved business contact. This route is separate from consultation requests.”
Worked example
A fictional software salesperson calls the firm's main number and asks for a managing partner. The assistant should follow the approved business-contact route instead of creating a prospective legal matter or triggering an urgent attorney tree. If the business route only supplies an email address, describe that action accurately. The staff record should use the supplier category so operational reports do not count the call as a consultation lead. A sales pitch's length or confidence should not change its routing purpose.
Handoff record
Record these task-specific fields: business category, approved destination, contact preference, owner.
Acceptance check
Present a software sales pitch. The assistant should choose the business route without creating a fictional legal matter or urgent attorney alert.
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