**To manually adjust a contact's priority in [Papo](https://papo.global/), open the lead's profile in the CRM and set a manual 1-to-5-star score. This action overrides the AI's automatic score and immediately reflects the team's new perception of the lead's interest or stage in the funnel.**

Keeping lead scores aligned with the reality of the funnel is essential so the sales team doesn't waste time on cold contacts or miss hot opportunities. Papo offers an automatic AI score, but it also lets you take control and redefine the score manually whenever the context changes — upward or downward.

| Situation | Recommended manual action | Effect on prioritization |
| :--- | :--- | :--- |
| Lead showed strong purchase intent on a call, but the AI hasn't captured it yet | Assign 4 or 5 stars | The contact moves up in the ranking and appears in hot lead filters |
| Lead closed a deal and became a customer | Reset the score (1 star) | The contact is no longer treated as an active opportunity |
| Lead asked not to be contacted or lost fit | Reset the score (1 star) | Avoids unnecessary follow-ups |
| After a meeting, the team realized interest is lower than the AI indicated | Reduce to 2 or 3 stars | Adjusts expectations and directs effort toward more promising leads |

## How the manual score works in Papo

The platform combines two ways of qualifying:

- **Automatic AI score**: analyzes conversation history and assigns 1 to 5 stars, indicating purchase potential.
- **Manual score**: a team member sets the score directly on the contact's profile, from 1 to 5 stars.

When you assign a manual score, that classification **overrides** the AI-generated 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 score applies to the CRM, segments, and automations that use Lead Score.

This means you can either raise a lead that the AI classified as warm or lower a contact that no longer represents a real opportunity — all instantly, without consuming AI credits.

## Step by step to adjust Lead Score manually

1. Go to **CRM** and find the contact you want to reassess.
2. Open the **lead profile**.
3. In the information panel, find the **Lead Score field** — it displays the current star score.
4. Select the **manual score** that best represents the lead's current stage: from 1 (cold, no priority) to 5 (hot, highest priority).

The change is applied immediately. The contact is displayed with the new score in all filters, rankings, and funnel views.

## When to increase or decrease the manual score

- **Increase the score (4 or 5 stars)**: after a promising phone conversation, when the lead asks for a quote or shows urgency that the AI hasn't processed yet.
- **Decrease or reset the score (1 star)**: when the lead has purchased, been disqualified, lost decision-making power, or simply stopped responding for a long period.
- **Fine-tuning (2 or 3 stars)**: for leads still in the funnel but whose interest has cooled or who need more nurturing before being approached by the sales team.

The manual score is the fastest tool to correct prioritization when the team has information the AI hasn't captured yet.

## Manual adjustment vs. AI reassessment

| Situation | Best approach | Why |
| :--- | :--- | :--- |
| Lead closed a deal or was disqualified | Reset manually (1 star) | The AI may continue interpreting old conversations as a sign of interest; the manual reset ends the priority for good. |
| Lead started interacting again after a period of inactivity | Reassess with AI (if there are new conversations) or increase the manual score | If there are new messages, the AI can recalculate the score; otherwise, the manual score reflects the team's decision. |
| One-off adjustment based on a meeting or call | Adjust manually | External information is not in the chat conversations; the manual score is the only way to incorporate it. |
| Mass review of the entire base | Use AI categorization | To rank many contacts at once, automation is more efficient (consumes credits). |

Manual adjustment does not consume AI credits and is instant. AI reassessment, on the other hand, analyzes the most recent conversations and assigns a new score automatically.

## Frequently asked questions

### Does the manual score permanently replace the AI score?
Yes. As long as a manual score is set, it takes precedence over the automatic score. If you remove the manual score, the system may go back to displaying the AI score (if one exists).

### Can I set any score between 1 and 5?
Yes. The manual scale lets you choose from 1 to 5 stars, exactly like the automatic score.

### Does adjusting the manual score consume AI credits?
No. Only automatic AI analysis uses credits. Manual assignment is unlimited and has no additional cost.

### What happens to segments and automations after the change?
The new score is immediately considered in all segments, filters, and automations that use Lead Score. If a contact had a score of 4 and you set it to 1, it no longer appears in hot lead segments.

### Can I go back to using the AI score after setting a manual score?
Yes. Simply remove the manual score. The platform then goes back to displaying the last AI-generated score for that contact.

### On which CRM screens does the manual score appear?
The manual score is displayed on the contact profile, in the contact list (if the Lead Score column is visible), and in any ranking or filter that uses the score.

## Read also
- [How to create and use custom attributes in Papo's CRM](/hc/papo/articles/how-to-create-use-custom-attributes-papo-crm)
- [How to use Segments to create dynamic contact lists and trigger targeted campaigns](/hc/papo/articles/how-to-use-segments-dynamic-contact-lists-targeted-campaigns)

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