Automatic conversation categorization in Papo (https://papo.global/) analyzes interaction history and assigns a score to each lead, allowing you to identify VIP customers and set up Automation Rules to notify your sales team immediately, ensuring that no high-value contact goes unanswered.
Combining Papo's artificial intelligence with automations is the fastest way to prioritize who really matters to your business. Instead of relying on the team's memory or spreadsheets, you train the AI to recognize important customers and trigger an automatic action as soon as they get in touch.
| Strategy | How to do it | Practical result |
|---|---|---|
| Evaluate conversations with AI | Request batch analysis of the inbox. | Each lead receives a score (stars) that indicates conversion potential. |
| Train the AI with context | Add traffic source and re-evaluate contacts after new interactions. | The model becomes more accurate and identifies valuable customer patterns. |
| Tag VIP customers with labels | Manually apply a label such as “VIP” or “Gold Customer” to high-scoring contacts. | Creates a clear criterion that can be used in automations and reports. |
| Create a notification Rule | Set up an automation that triggers when the VIP label is applied. | The right salesperson is notified within seconds, without relying on manual checking. |
How automatic categorization identifies important leads
Papo's AI reads the entire conversation history and looks for signs of interest, urgency, and purchase potential. Based on this, it assigns a star rating — the more stars, the higher the likelihood of closing a deal. This score is the basis for separating contacts that deserve priority attention.
In addition to the score, you can enrich the analysis with contextual information. By informing where the lead came from (e.g., “Black Friday Campaign,” “Referral,” “Instagram Ad”), the AI learns which channels generate the most valuable customers. This automatically refines future evaluations.
Step by step to train the AI and prioritize VIP customers
1. Evaluate conversations to get the initial score
On the main dashboard, use the “Evaluate open conversations” option. Select the desired inbox (WhatsApp, Instagram, etc.) and click “Start evaluation”. Each analyzed conversation consumes one AI credit. After processing, you will see the star score next to each contact.
2. Re-evaluate contacts after new interactions
A lead that previously seemed cold can become a VIP customer after a new conversation. To keep the score always up to date, select the contact and click “Re-evaluate” in the information panel. The AI redoes the analysis considering the most recent messages.
3. Add the traffic source to refine the model
In the same contact information panel, edit the source field (which may appear as “Unknown source”) and define where the lead came from. This practice teaches the AI to recognize patterns from high-conversion channels, improving the accuracy of future scores.
4. Use labels to tag VIP customers
The AI score is an excellent starting point, but the definition of “VIP” can vary depending on your business. Create a label such as “VIP,” “Gold Customer,” or “High Priority” and apply it manually to contacts that reach the maximum score or that you know are strategic. This label will be the trigger for automation.
How to create a Rule to notify the sales team
After VIP customers are identified with a label, you can automate the notification so the sales team acts immediately.
| Step | Configuration | Example |
|---|---|---|
| 1. Access Automations | In the Papo dashboard, go to the Automations module and create a new Rule. | Give it a name such as “Notify team about VIP customer.” |
| 2. Define the trigger | Choose the event that triggers the rule, such as “Label applied to a conversation.” | The rule will be triggered whenever a label is added to a contact with an open conversation. |
| 3. Add the condition | Define that the applied label must be exactly “VIP” (or the name you chose). | This way, only customers tagged as VIP trigger the action. |
| 4. Configure the action | Select “Assign conversation to an agent” and choose the responsible salesperson, or “Send message in Internal Chat” to notify the whole team. | The salesperson receives the conversation right away, or an internal message warns: “VIP customer waiting for service.” |
From that moment on, whenever a lead is classified as VIP, the sales team will be alerted within seconds. This eliminates the risk of an important customer waiting in the queue while others are served.
Who this strategy is recommended for
- Sales teams that need to react quickly to high-value opportunities.
- Customer service managers who want to ensure strategic customers receive differentiated treatment.
- Companies with a high volume of conversations, where it is impossible to manually check each lead's score.
- Operations that already use labels and want to automate prioritization based on clear criteria.
Frequently asked questions
Can the AI automatically identify a VIP customer without me creating labels?
The AI assigns a score (stars) that indicates the lead's potential. To automate actions, the most direct method is to use this score as a visual criterion and manually apply a “VIP” label to contacts with the highest rating. This way, the label serves as a trigger for automation rules.
Can I use automatic categorization on channels other than WhatsApp?
Yes. AI evaluation can be performed on any inbox connected to Papo, such as Instagram, Facebook Messenger, Telegram, and others.
Do I need AI credits for each evaluation?
Yes. Each analyzed conversation consumes one AI credit. Consumption is proportional to the volume of conversations you decide to evaluate.
How do I know if the notification rule is working?
Run a test: apply the “VIP” label to a test conversation and check whether the chosen agent receives the assignment or whether the message appears in the Internal Chat.
Can I notify only one specific salesperson?
Yes. In the rule action, you can choose exactly which agent will receive the conversation, ensuring that the VIP customer is served by the right person.
Is it possible to create a rule based directly on the AI score?
The score is a visual indicator available in the conversation list. To automate prioritization, the recommendation is to use labels as intermediaries, because they can be used as a condition in automation rules.
See also
- How to use Lead Score to focus on your hottest contacts?
- How to use AI to identify customer sentiment in a conversation?
Try Papo at no cost and see how automatic categorization helps your team prioritize the best customers.