Section 9 · Buyer Psychology & Sales Method

9.2Know when to stop asking questions

Built in the POC

No.: 9.2
DMA's reference: Decision Book p.21
Phase: Phase 1
Autonomy: L4 · Autonomous
DMA's decision: Yes

What DMA asked for · Decision Book p.21

Move to the meeting as soon as someone is clearly qualified and ready.

Why it matters to DMA: So a hot lead is never annoyed by questions that don't need asking.

In our words, from DMA's Product Decision Book v3, page 21.

How we do it

Code, not the AI, decides when enough is known: when the visitor has asked to book, or when their problem is known and the site review has been shown.
From that moment, the strategist's goal changes from "diagnose" to "stop asking questions and offer the 45-minute call", and the booking card is one click away.
The inbound score (0–100, calculated by code from what the visitor said: size, stated budget, the problem, who decides, timing and fit) goes with the lead, so a Tier A chat reaches a person fast.

The flow

It plays on its own while it's on screen; hover or use the controls to pause or step through.

Step 1 of 4

What's known so far

The problem, the site review, whether they asked to book.

Stored data
Rule in code
AI
Screen

Where the data goes

The same six stages on every page. Nothing reaches Nutshell except through the write gate.

1Website chat
Source
What the visitor writes.
2Sync
Copies Nutshell changes into the bridge database
Not involved.
3Bridge database
A copy of the CRM data, plus what the AI works out
Keeps the running notes and the booking criteria.
4AI
Claude models, only through DMA's own gateway
The strategist follows the goal code sets.
5Write gate
The only way back into Nutshell: checked, approved when needed, sent once
Writes the lead, its score and the summary if the visitor books or leaves an email.
6Nutshell
The system of record
The rep sees the summary and the score.

The tables behind it

Drawn from the POC's database catalogue: structure only, no data.

PK primary keyFK reference the database enforces (solid line)ID reference kept by id (dashed line)

Table	What it holds	Columns
conv.conversations	One row per chat: its stage and the AI version that ran it.	22
conv.messages	Every line of the chat, encrypted.	21
ctrl.decision_log	Every reply and check, with the model, tokens and cost.	28

How the tables connect (8)

Column	Points to	Kept by
conv.conversations.agent_version_id	agent.agent_versions	The application (by id)
conv.messages.conversation_id	conv.conversations	The database (foreign key)
conv.messages.participant_id	conv.participants	The application (by id)
conv.messages.decision_id	ctrl.decision_log	The application (by id)
conv.messages.agent_version_id	agent.agent_versions	The application (by id)
ctrl.decision_log.agent_version_id	agent.agent_versions	The application (by id)
ctrl.decision_log.run_id	agent.runs	The application (by id)
ctrl.decision_log.conversation_id	conv.conversations	The application (by id)

Worked example

Synthetic demo data: every name, business and number is made up.

Criteria met, questions stop

1 / 2

What you see

1.The review is shown

With the problem already known, the booking criteria are met.

The site review in the chat: three findings, each with its evidence.

What happens in the system

Rule enginebooking criteria
Asked to book, or the problem is known and the review has been shown.

Right-hand values come from a real run of the POC on September 25, 2026 (trace tr_muh5sw194tot7e797019, tr_muh5sw3y109o05zmqjmp6…). Rows marked “sample” are illustrative.

The inbound score for one synthetic chat, as code computes it.

What the visitor said, and what code made of it

Factor	From the chat	Reason code
Size	Three offices	Multi-location
Problem	"New patients are down at two offices"	Stated pain
Who decides	"I own the practice"	Decision maker
Fit	Local search and SEO	Fits several services
Timing	Booked a call	Meeting booked

In the running POC

1 / 2The site review in the chat: three findings, each with its evidence.

1The findings, with the evidence from the visitor's own site.
2Booking is one click away.

Website chat · BrightSmile Dental demo site, after the site address. Captured from the running POC on September 25, 2026; synthetic data.

See it live

Opens the exact screen in the running POC, in a new tab.

Open	Where	What to try
BrightSmile Dental demo site	Demo prospect website	Describe a problem, paste the site address, and see it move to the call.

Status

Built in the POC

Built in the POC. This capability runs in the POC today, on synthetic data, end to end.