To train Papo's Capitão (https://papo.global/) to identify purchase intent and automatically transfer to a salesperson, create a Scenario with clear purchase trigger instructions and set the handoff action to the sales team. You can complement it with Tools to qualify or log the opportunity before the transfer. That way, messages like "I'd like a quote", "do you have a demo?" or "how do I sign up?" trigger the right salesperson instead of just getting an informational reply.
| Customer situation | Example phrase | Suggested instruction in the Scenario | Result |
|---|---|---|---|
| Request for price or terms | "How much does the plan cost?" | If the customer asks for price, quote, value or payment terms. | Transfer to sales |
| Request for a demo or meeting | "I want to see a demo" | If the customer asks for a demo, meeting or consultant. | Transfer or schedule |
| Intent to close | "I want to sign up now" | If the customer says they want to hire, close, sign or start. | Transfer to salesperson |
| Urgency or active comparison | "I'm comparing and I need to decide today" | If there is decision urgency or active comparison. | Transfer to salesperson |
Why Scenarios are the way to handle purchase intent
Scenarios are specific instructions you give Capitão so it knows exactly which action to take in predefined situations. Unlike FAQs, which are meant to answer questions, Scenarios are triggers for actions — such as transferring the conversation to a human agent. Purchase intent is a signal for action: the customer doesn't want a definition, they want to get the purchase done. That's why the Scenario is the right resource.
When a new message arrives, Capitão analyzes the intent. If it matches the instruction of an active Scenario, it executes the associated action immediately, instead of trying to craft a reply from the knowledge base. This ensures a hot lead isn't treated like an ordinary question.
Step by step to train Capitão to transfer to a salesperson
- Go to the settings of the Capitão assistant you want to train.
- Find the Scenarios area — also called Handoffs in some versions.
- Create a new Scenario and give it a descriptive title, such as "Handoff to sales team".
- Write the instruction with the purchase signals that should trigger the action. Use natural language and be specific. Examples:
When the customer shows purchase intent, asks for price, quote, demo or proposal, or says they want to sign up.If the customer mentions the words "I want to close", "sign up now", "payment method" or "discount".If the user asks to talk to a salesperson, consultant or specialist.
- Set the handoff action to a sales agent or team.
- Enable the Scenario. New Scenarios can be created disabled for testing; review the configuration and enable it so it works in real time in conversations.
The exact menu names may vary, but the configuration logic is this: title, instruction and action.
How to use Tools to qualify and log before the transfer
Capitão's Tools are actions the assistant can perform to automate tasks and interact with other systems. They let the AI go beyond answering questions by carrying out practical actions during the conversation.
There are two main types:
| Tool type | Description | Example use in qualification |
|---|---|---|
| Native | Ready-to-use integration, no advanced technical setup required. | Check available slots in a salesperson's calendar and create the event automatically when the customer confirms. |
| Custom | Connection to an external system via API, such as a CRM or ERP. | Log a new deal or lead in the CRM as soon as purchase intent is identified. |
In practice, you can combine a Scenario and a Tool: the Scenario detects purchase intent and the Tool logs the opportunity or schedules the meeting. Then the handoff routes the conversation to the salesperson, who receives the full history with context already in place.
Who this configuration makes sense for
- Companies with a sales team separate from support.
- Operations that receive quote and demo requests on the same channel.
- B2B businesses that need to route hot leads without manual rework.
- Teams that want the AI to capture purchase intent outside business hours and leave the conversation ready for the salesperson the next day.
Frequently asked questions
What's the difference between a purchase Scenario and a price FAQ?
An FAQ replies with information, while a Scenario executes an action. If the goal is to transfer the conversation to a salesperson, set up a Scenario with a handoff, not an FAQ.
Which signals can Capitão recognize as purchase intent?
Anything described in the Scenario instruction: a request for price, quote, demo, consultant, urgency, or a mention of closing or signing up. Keep the instruction specific to reduce false positives.
What happens when purchase intent is identified?
Capitão stops searching the knowledge base for an answer and triggers the action configured in the Scenario, usually the handoff. The conversation is transferred with its history to the salesperson or sales team.
Do I need technical knowledge to create a handoff Scenario?
No. You define the title, instruction and handoff action. Custom Tools, which connect external systems via API, do require advanced technical knowledge.
Can I schedule a meeting automatically before transferring?
Yes. You can enable a native calendar Tool so Capitão checks available slots and creates the event. Then the Scenario can route the conversation to the salesperson with the appointment already booked.
Is the Scenario active immediately?
New Scenarios can be created disabled for testing. After reviewing the configuration, you enable it so it applies to new conversations.
Read also
- How to transfer a conversation to another agent during support
- How to create a Deal directly from a WhatsApp conversation
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