**To manually reset a contact's Lead Score in [Papo](https://papo.global/), open the lead's profile in the CRM and assign the manual rating of 1 star. This action clears the previous score, signaling that the contact is no longer a hot opportunity — ideal after a purchase, disqualification, or profile change.**

Keeping your lead base aligned with the reality of the sales funnel is essential. When a contact is no longer a priority (for example, they already closed a deal or lost interest), the score that classified them as “hot” no longer makes sense. Manually resetting the score solves this immediately, preventing the team from wasting time on leads that should no longer be prioritized.

## Process summary

| Step | Action | Goal |
| :--- | :--- | :--- |
| 1. Open the contact | Access the contact list in the CRM and select the desired lead. | View the full profile and current score (stars). |
| 2. Locate the score | Identify the Lead Score field in the contact panel. | Check the current rating, which may be automatic (AI) or manual. |
| 3. Reset the score | Select the manual rating of **1 star** (the lowest on the scale). | Reduce the score to the minimum, indicating that the lead is no longer active for sales. |

## Why manually reset the Lead Score

The decision to manually reset the score is especially useful when the lead's context changes quickly and the AI still reads old conversations as a sign of interest. The most common scenarios include:

- **After a purchase**: the contact became a customer and should no longer be treated as a hot lead.
- **Explicit disqualification**: the lead stated they are not interested at the moment.
- **Profile change**: they no longer fit the product or lost decision-making power.
- **Post-meeting adjustment**: the team identified that purchase intent was lower than the automatic score suggested.

In these cases, manually setting 1 star is faster and more accurate than relying on a new AI evaluation — especially when the conversation that generated the high score no longer represents the current situation.

## How Papo handles manual ratings

Papo works with two complementary qualification methods:

- **Automatic AI scoring**: the platform analyzes conversation history and assigns 1 to 5 stars, indicating purchase potential. Each evaluated conversation consumes one AI credit.
- **Manual scoring**: a team member sets the rating directly in the contact's profile.

When you assign a manual rating, that classification **overrides** the AI score. The platform understands that a human adjusted the score based on external information or a more up-to-date perception. From that moment on, the manual rating applies to the CRM, segments, and automations that use Lead Score.

## Step by step to reset the score

1. Access the **CRM** and locate the contact you want to reset.
2. Open the **lead's profile**.
3. In the information panel, find the **Lead Score field** — it displays the current score in stars.
4. Select the **manual rating of 1 star** (the lowest on the scale).

The change is immediate. The contact no longer appears in filters and segments that require higher scores, and is treated as a cold lead.

If the contact interacts again and shows new interest, you can request an AI re-evaluation later or raise the manual rating again, following the conversation's evolution.

## Manual reset vs. AI re-evaluation

| Situation | Best approach | Why |
| :--- | :--- | :--- |
| Lead closed a deal | Manually reset (1 star) | The AI may still interpret the old conversation as a sign of interest; the manual reset ends the priority for good. |
| Lead asked to be removed | Manually reset | Disqualification is a fact and does not depend on semantic analysis. |
| Old conversation does not represent the current moment well | Manually reset or re-evaluate with AI after new messages | If there are new interactions, the AI can recalculate; otherwise, the manual reset is more direct. |
| Periodically re-evaluate the entire lead base | Use AI categorization | For mass ranking, automation is more efficient (but consumes credits). |

The manual reset does not use AI credits and is instantaneous, while AI re-evaluation analyzes the most recent conversations and assigns a new score.

## FAQ

### Does the manual rating replace the AI score?
Yes. When you manually set a rating (including 1 star), that classification applies instead of the automatic score. The change is reflected throughout the CRM.

### Does resetting the lead score consume AI credits?
No. Manually assigning any rating — including 1 star — does not consume credits. Only automatic AI analysis uses credits per evaluated conversation.

### After resetting, can I re-evaluate the contact with AI?
Yes. If the lead interacts again, you can request a new AI analysis. The platform will process the most recent conversations and assign an updated score.

### What happens to filters and segments that use Lead Score?
The contact no longer appears in filters that require higher scores. This helps keep hot lead lists clean and aligned with reality.

### What is the difference between resetting the score and deleting the contact?
Manually resetting reduces the lead's priority but keeps the full record in the CRM. Deleting the contact removes all history. The reset is recommended to keep the base organized without losing information.

### Do I need any special permission to set the manual rating?
There is no specific permission for this action. Any team member with CRM access and permission to edit contacts can change the score manually.

## Read also

- [How to use Lead Score in a Flow to send personalized offers](/hc/papo/articles/how-to-use-lead-score-in-a-flow-to-send-personalized-offers)
- [How to use Lead Score to segment hot contacts and send a WhatsApp campaign](/hc/papo/articles/how-to-use-lead-score-segment-hot-contacts-and-send-whatsapp-campaign)

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