AI lead qualification

Your AI Agent can rate every chat it answers: when the conversation shows the customer is serious about buying, the contact is moved automatically to the pipeline stage you choose in Prospects, and — if you like — the chat is handed straight to your CS team with a WhatsApp alert, so hot leads never wait.

This lives on the Greeting & handover to CS tab of the AI Agent edit page, alongside the first greeting and the rules for when the AI hands a chat over to CS. This page covers all three.

Opening the Greeting & handover tab

1. Go to Automation → Auto-Reply → AI Agent, then Detail & Edit on your agent.
2. Choose the Greeting & handover to CS tab in the Optional group.

The "Greeting & handover to CS" tab: a First greeting section with the Greeting message field and an optional Greeting image upload; a When the AI hands over to CS section with Handover conditions, the "After handover, the AI stops replying" switch, Labels added on handover, and CS who receive chats handed over by AI; then the collapsed "Automatic lead qualification (optional)" section.

First greeting

Field	Details
Greeting message	The first message the AI sends when a new conversation starts. Leave it empty if you'd rather the AI go straight to answering
Greeting image (optional)	An image sent with the greeting, such as a promo banner or a short catalog. JPG, PNG, or WebP, up to 2 MB

When the AI hands over to CS

This section decides when the AI steps back and passes the chat to a person.

Field	Details
Handover conditions	Describe in plain words when a chat should go to CS, e.g. "The customer has a serious complaint or is angry, asks to speak with a human agent, or asks about something outside our services." The AI judges each message against this
After handover, the AI stops replying	Recommended, so the AI and CS don't reply at the same time. CS can give the chat back to the AI from CRM Chat
Labels added on handover	Labels attached to the chat automatically on handover — so CS can filter AI handovers in CRM Chat
CS who receive chats handed over by AI	The team members who receive chats from the AI. You can pick more than one

The reply limit can trigger a handover too

If Message Limit on the Profile tab is set (say, 5), the AI stops after that many replies and CS carries on. See Profile tab.

Automatic lead qualification

Click Automatic lead qualification (optional) to expand it.

The expanded "Automatic lead qualification (optional)" section, filled in: Auto-qualify prospects switched on, Prospect Criteria describing wholesale-price questions, catalog requests, or orders above 10 pieces, the "Target stage for prospects" select, and "Hand over to CS when a prospect is detected" switched on.

Field	Details
Auto-qualify prospects	When on, the AI rates each chat. Prospects are moved to the chosen stage automatically
Prospect Criteria	Describe in everyday language what counts as a prospect for your business. Leave empty to use the default criteria
Target stage for prospects	The pipeline and stage on the Prospects page
Hand over to CS when a prospect is detected	When a prospect is detected: the AI stops, the chat goes to CS, and CS get a WhatsApp alert

Turning it on

1. Switch on Auto-qualify prospects.
2. Fill in Prospect Criteria. Good criteria name concrete signals:
   • "Treat as a prospect if the customer mentions rental date + location + vehicle type, or has agreed on a price. Not a prospect if just casually asking."
   • "A prospect asks for wholesale prices, requests the catalog, or mentions an order of more than 10 pieces."
3. Choose the Target stage for prospects. The list shows every pipeline and its stages as Pipeline name — Stage name.
4. (Optional) Switch on Hand over to CS when a prospect is detected, and make sure CS who receive chats handed over by AI is filled in.
5. Click Save Changes at the top of the page.

The "Target stage for prospects" list open, showing pipeline stages such as "CSHUB — Penawaran Terkirim" (offer sent), "CSHUB — Negosiasi" (negotiation), "CSHUB — Penjualan Berhasil" (won), and "CSHUB — Penjualan Gagal" (lost).

The full tab once filled in:

The full "Greeting & handover to CS" tab: First greeting, When the AI hands over to CS with "After handover, the AI stops replying" on, and the expanded lead-qualification section with Auto-qualify prospects on, Prospect Criteria filled in, the target-stage select, and "Hand over to CS when a prospect is detected" on. The header shows 3 unsaved changes.

What happens when a prospect is detected

Step	Details
Stage change	The contact moves to the target stage on the Prospects board
Handed to CS	If Hand over to CS when a prospect is detected is on: the chat goes to CS and the AI stops replying in that chat
WhatsApp alert	CS receive a WhatsApp message about the prospect chat. Alerts are sent for chats on WhatsApp (scan QR); on other channels the contact is still moved and handed over, and CS see it in CRM Chat

Key rules:

• Once per chat. The actions aren't repeated on every message — if the contact is already in the target stage or the chat has been taken over, the AI leaves it alone.
• Forward only. The AI never moves a contact back to an earlier stage.
• Only when the AI replies. Rating runs for chats answered by this AI Agent, on every channel it's connected to. Chats answered only by keyword replies aren't rated.

Prospects vs escalation

Lead qualification reacts to what is said (the customer looks serious). Escalation to your team reacts to time (a chat has waited too long for a human reply). Both can run together.

Tips

• Start with narrow criteria, then loosen them if you get too few prospects. Criteria that are too loose flood CS with chats that aren't ready to buy.
• Create a dedicated stage such as Prospects from AI so they're easy to track.
• Try it on the Test tab with conversations that do and don't meet your criteria.
• Use handover labels so CS can filter AI handovers right away.

Related

• Prospects & pipeline
• AI Agent
• Escalation to your team
• Replying to conversations
• Team, CS & roles