Qualification Settings

Configure lead qualification criteria to automatically identify and categorize leads based on conversation content, contact information, and AI analysis.

Overview

Qualification Settings allow you to define rules that determine when a lead should be marked as "qualified" or "unqualified". These criteria are used to:

• Automatically qualify leads during conversations
• Trigger notifications when leads are qualified/unqualified
• Control which leads are synced to your CRM
• Track qualification scores and metrics

Accessing Qualification Settings

Location: Qualification Settings (in sidebar)
Path: /qualification-settings

Qualification Criteria

Create multiple qualification criteria to evaluate leads. Each criterion can use:

• Rule-based evaluation: Keywords, message counts, required fields
• AI-based evaluation: AI analysis of conversation content
• Hybrid evaluation: Combination of rules and AI analysis

Creating Qualification Criteria

1. Click Add Qualification Criteria
2. Enter a name for the criterion
3. Configure rule-based criteria (optional)
4. Configure AI-based criteria (optional)
5. Set qualification thresholds
6. Set priority (higher priority = evaluated first)
7. Enable or disable the criterion

Rule-Based Criteria

Define rules that must be met for qualification:

Required Keywords

• Keywords or phrases that must appear in the conversation
• All keywords must be present (AND logic)
• Case-insensitive matching

Example: ["budget", "interested", "purchase"] - Lead must mention all three terms

Disqualification Keywords

• Keywords that automatically disqualify a lead
• If any keyword appears, lead is marked unqualified
• Useful for filtering out non-serious inquiries

Example: ["not interested", "spam", "test"] - Any of these disqualifies the lead

Minimum Message Count

• Require a minimum number of messages in the conversation
• Ensures sufficient engagement before qualification
• Default: 3 messages

Example: Set to 5 to require at least 5 messages before qualification

Required Contact Fields

Require specific contact information to be collected:

• Require Email: Lead must provide an email address
• Require Phone: Lead must provide a phone number
• Require Company: Lead must provide company name

Use Case: Only qualify leads with complete contact information for sales follow-up

AI-Based Criteria

Use AI to analyze conversation content and intent:

AI Evaluation Prompt

• Custom prompt for AI to evaluate the lead
• Define what makes a lead qualified from your perspective
• AI returns a score (0-100) based on the prompt

Example Prompt:

Evaluate if this lead is qualified for our B2B SaaS product. 
Consider: budget, decision-making authority, timeline, and fit with our ideal customer profile.
Score 0-100 where 80+ is highly qualified.

Minimum AI Score

• Minimum score required from AI evaluation
• Range: 0-100
• Higher scores = stricter qualification

Example: Set to 75 to only qualify leads with AI score of 75 or higher

Evaluation Focus

• Optional field to guide AI evaluation
• Specifies what aspect to focus on
• Examples: "budget", "timeline", "authority", "fit"

Hybrid Evaluation

Combine rule-based and AI-based evaluation:

AI Weight

• Weight for AI analysis vs. rule-based evaluation
• Range: 0.0 to 1.0
• 0.0 = Only rules matter
• 0.5 = Equal weight (default)
• 1.0 = Only AI matters

Minimum Qualification Score

• Overall score threshold for qualification
• Combines rule-based and AI-based scores
• Range: 0-100
• Default: 50.0

How it works:

1. Rule-based criteria are evaluated (pass/fail)
2. AI analysis returns a score (0-100)
3. Scores are combined based on AI weight
4. Final score must meet minimum qualification score

Priority

Set priority for multiple criteria:

• Higher priority = Evaluated first
• If a higher-priority criterion qualifies/unqualifies a lead, lower-priority criteria may not be evaluated
• Use priority to create a hierarchy of qualification rules

Example:

• Priority 10: "High-Value Lead" (budget > $10k)
• Priority 5: "Standard Lead" (budget > $1k)
• Priority 1: "Basic Lead" (any engagement)

Qualification Process

Real-Time Qualification

During conversations, the system:

1. Monitors conversation for qualification criteria
2. Evaluates rule-based criteria (keywords, message count, contact fields)
3. If criteria are met, lead is marked as "provisionally qualified"
4. Triggers immediate actions (notifications, CRM sync if enabled)
5. Schedules AI review for 24-48 hours later

Delayed AI Review

After 24-48 hours:

1. Full AI analysis is performed on complete conversation
2. AI considers context, intent, and conversation quality
3. Final qualification status is determined
4. Status may be confirmed, upgraded, or downgraded
5. Follow-up notifications sent if status changes
6. CRM records updated if needed

Qualification Status

Leads can have three statuses:

• Pending: Not yet evaluated or doesn't meet criteria
• Qualified: Meets qualification criteria (includes provisional and final)
• Unqualified: Doesn't meet qualification criteria

Notification Integration

Qualification status changes can trigger notifications:

• Email notifications: Sent to configured recipients
• SMS notifications: Sent to configured phone numbers
• Slack notifications: Sent to configured webhook
• Webhook notifications: Custom webhook integration

Configure notifications in Settings → Preferences (Notification Preferences section).

CRM Integration

Qualification status affects CRM sync:

• If sync_qualified_only is enabled in CRM settings, only qualified leads are synced
• Qualification status is included in CRM records
• Status changes trigger CRM updates

See CRM Integration for details.

Best Practices

1. Start Simple

• Begin with basic rule-based criteria
• Add AI evaluation after testing rules
• Gradually refine based on results

2. Use Multiple Criteria

• Create criteria for different lead types
• Use priority to create evaluation hierarchy
• Enable/disable criteria as needed

3. Balance Strictness

• Too strict = Miss qualified leads
• Too lenient = Too many false positives
• Monitor qualification rates and adjust

4. Test and Iterate

• Review qualified/unqualified leads regularly
• Adjust keywords and thresholds based on results
• Refine AI prompts for better accuracy

5. Align with CRM Goals

• Match qualification criteria to your CRM sync settings
• Ensure qualified leads meet your sales team's standards
• Coordinate with sales team on criteria

Examples

Example 1: B2B SaaS Qualification

Criterion: "Enterprise Lead"

• Required Keywords: ["enterprise", "company", "team"]
• Minimum Message Count: 5
• Require Email: Yes
• Require Company: Yes
• AI Evaluation: Enabled
• AI Prompt: "Evaluate if this is an enterprise customer with budget and decision-making authority"
• Minimum AI Score: 70
• Priority: 10

Example 2: E-commerce Qualification

Criterion: "High-Intent Purchase"

• Required Keywords: ["buy", "purchase", "order"]
• Disqualification Keywords: ["just browsing", "not ready"]
• Minimum Message Count: 3
• Require Email: Yes
• AI Weight: 0.3 (mostly rule-based)
• Minimum Qualification Score: 60
• Priority: 5

Example 3: Service Business Qualification

Criterion: "Project Ready"

• Required Keywords: ["project", "timeline", "start"]
• Minimum Message Count: 4
• Require Phone: Yes
• AI Evaluation: Enabled
• AI Prompt: "Assess if this lead has an active project with timeline and budget"
• Minimum AI Score: 65
• Priority: 8

Troubleshooting

Leads Not Qualifying

• Check if criteria are enabled
• Verify keywords match conversation content (case-insensitive)
• Ensure minimum message count is met
• Check if required contact fields are collected
• Review AI score if using AI evaluation
• Check priority - higher priority criteria may override

Too Many False Positives

• Add disqualification keywords
• Increase minimum message count
• Raise minimum AI score threshold
• Add more required keywords
• Require additional contact fields

Too Many False Negatives

• Reduce minimum message count
• Remove or relax required keywords
• Lower minimum AI score threshold
• Review AI evaluation prompt
• Check if disqualification keywords are too broad

Related Documentation

• CRM Integration - Sync qualified leads to CRM
• Settings Navigation - Overview of all settings
• Assistants Overview - AI assistant configuration
• Messaging Directives - Configure AI behavior