Mapping the Customer Conversational Cycle

🌀 Customer Conversational Cycle Mapping Template

This document helps you map the real and cyclical journey of your leads, considering multiple entry points, pauses, re-engagements, and conversion. Fill in each section based on the data and behaviors of your current leads.

---

🎯 Mapping Objective

Describe in 1 or 2 sentences the objective of this cycle (e.g.: Inbound leads journey via WhatsApp focusing on consultative diagnosis):

---

🔁 Conversational Cycle Points

1. Entry

Where does the lead start the contact?

• Ad (Meta, Google, LinkedIn)

• Landing page form

• WhatsApp button

• Referral or partner

• Other: __________

Note:

2. Automated Screening (AI)

Does AI perform any screening?

• Yes

• No

If yes, what questions does it ask?

3. Human Support

When does a human take over? What are the handoff criteria?

4. Active Follow-up

How do you maintain contact if the lead doesn't respond right away?

• Channels used:

  • WhatsApp

  • Email

  • Phone

  • Social networks

• Type of message:

  • Content (case study, article)

  • Direct proposal

  • Meeting/CTA

Example sequence:

5. Spontaneous Return

What does the lead usually do when they come back?

• Clicks an old link

• Replies to a previous email

• Returns via WhatsApp

• Other: __________

How do you identify this return?

6. AI or Human Re-engagement

What strategies do you use to re-engage the lead?

7. Conversion

What marks the moment of closing or advancement?

• Proposal accepted

• Contract signed

• Onboarding started

• Other: __________

Average time to this stage:

🚧 Common Journey Barriers

List the friction points that usually interrupt the cycle:

• No response after proposal

• Difficulty qualifying via AI

• No-show for meeting

• Lead without budget at the moment

• Other: __________

Improvement ideas for each barrier:

📊 Final Cycle Diagnosis

Use emojis, notes, or markings to indicate maturity by point:

Stage	🟢 Strong	🟡 Medium	🔴 Weak	Notes
Entry	☐	☐	☐
AI Screening	☐	☐	☐
Human Support	☐	☐	☐
Follow-up	☐	☐	☐
Re-engagement	☐	☐	☐
Conversion	☐	☐	☐

🧭 Priority Actions

List 2 to 3 actions that will be applied based on this mapping:

---

Last updated: {{ fill in the date }} Created by: {{ your name or responsible team }}

---