To manually reset a contact's Lead Score in Papo, simply open the contact's profile in the CRM and set a new manual rating of 1 star. This procedure removes any previous classification and reflects that the lead is no longer a hot opportunity, whether after a purchase or due to a profile change.
Resetting the score is an important action to keep the lead base always aligned with the reality of the sales funnel. When a contact changes stage — for example, has already closed a deal or stopped showing interest — the rating that classified them as “hot” no longer makes sense. Manually resetting the score prevents the team from wasting time on leads that should no longer be prioritized.
Summary of the manual reset process
| Stage | Action | Goal |
|---|---|---|
| 1. Open the contact | Go to the contacts list and click the desired lead. | View the complete profile and current score (stars). |
| 2. Locate the score | Identify the Lead Score section in the contact panel. | Check the current rating, whether automatic or manual. |
| 3. Reset the score | Select the manual rating of 1 star (the lowest on the scale). | Reduce the score to the minimum, signaling that the lead is no longer active for sales. |
When it makes sense to manually reset the Lead Score
- After a purchase: the contact became a customer; their high score is no longer relevant to the sales funnel.
- Profile change: the lead no longer fits the product or no longer has decision-making power.
- Explicit disqualification: the lead themselves said they are not interested at the moment.
- Post-meeting adjustment: the team identified that purchase intent was lower than the AI interpreted.
In all these scenarios, manually resetting the rating is faster and more accurate than waiting for a new AI analysis, especially when the conversation that generated the high score no longer represents the current context.
How manual score control works
Papo offers two complementary ways to qualify leads: automatic AI scoring, which analyzes conversation history and assigns 1 to 5 stars, and manual scoring, in which a team member sets the rating directly.
When you assign a manual rating, this classification overrides the score generated by AI. The platform understands that a human adjusted the score based on external information or a more up-to-date perception, so the manual rating applies in the CRM view, in segments, and in automations that use the Lead Score.
Step-by-step to reset a contact's score
- Access the CRM and locate the contact you want to reset.
- Open the lead profile to view the details.
- In the information panel, find the Lead Score field — it will display the current score in stars.
- Select the manual rating of 1 star to reset the contact's classification.
The change is immediate. From that moment on, the contact is treated as a cold lead, no longer appearing in filters and segments that require higher scores.
If the contact interacts again and shows new interest, you can re-evaluate them with AI later or raise the manual rating again, according to the evolution of the conversation.
Manual reset vs. AI re-evaluation
| Situation | Best approach | Why |
|---|---|---|
| Lead closed a deal | Reset manually | AI may still interpret the old conversation as a sign of interest. The manual reset ensures the end of priority. |
| Lead asked to be removed | Reset manually | Disqualification is a fact; it does not depend on semantic analysis. |
| Old conversation no longer represents the moment | Reset manually or re-evaluate with AI after new messages | If the lead has interacted again, AI can recalculate the score. Otherwise, the manual reset is more direct. |
AI re-evaluation consumes one credit and is useful when there are new conversations. Manual reset, on the other hand, is instant, does not use credits, and immediately reflects the team's decision.
Who this practice is useful for
- Salespeople and SDRs who need to clean the hot lead list after closing deals.
- Pre-sales teams that qualify contacts manually and need to quickly adjust priorities.
- Sales managers who want to ensure that the lead ranking in the CRM is always aligned with the reality of the funnel.
Manually resetting the score is also an essential step in maintaining dynamic segments, ensuring that campaigns and personalized offers only reach truly engaged contacts.
Frequently asked questions
Does manually resetting the score erase the lead's history?
No. The conversation and interaction history remains intact. Only the current Lead Score rating is changed.
Can the manual rating be changed again later?
Yes. At any time, a team member can set a new manual rating from 1 to 5 stars for the same contact, with no limits.
Is it possible to remove the manual rating and return to the AI score?
Yes. Simply trigger the automatic AI re-evaluation of the contact. The new analysis replaces the manual rating and generates a new score based on current conversations.
After resetting, can the lead have a score again?
Yes. If the contact interacts again and shows interest, you can assign a higher manual rating or re-evaluate them with AI, which will calculate a new score.
Does the manual change consume AI credits?
No. Setting a manual rating is a free and unlimited action, with no credit consumption.
Does resetting the score affect automations or segments?
Yes, and that is the goal. Since the manual rating becomes 1 star, the contact no longer appears in filters and segments configured for higher scores. Automate this in your favor, keeping the right leads in the right flows.
Read also
- How to use Lead Score to segment hot contacts and send a WhatsApp campaign
- How to use Lead Score in a Flow to send personalized offers
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