**Papo's artificial intelligence (https://papo.global/) is a set of features that automates customer service, qualifies leads, and provides real-time support for your team, including the Capitão assistant, Live Coach suggestions, intelligent lead scoring (Lead Score), and Synapse smart search.** The platform integrates these AI modules directly into the unified inbox, allowing companies to respond faster, organize their sales funnel, and make data-driven decisions — without switching between different tools.

## Summary of Papo's AI features

| Feature | What it does | Main benefit |
|---------|--------------|--------------|
| **Super Chat** | Conversational AI that automatically responds on channels like WhatsApp and Instagram, qualifies the lead, and transfers to a human when necessary. | 24/7 service, reduced first response time, and capturing opportunities outside business hours. |
| **Capitão** | Copilot within the chat that assists the agent with suggestions, ready-made responses, and automated actions (upsell, data collection, quotes). | Increases team productivity, maintains brand tone, and reduces manual errors. |
| **Live Coach** | Live suggestion system based on a configurable playbook (product, tone of voice, objections). The AI reads the conversation and recommends the next line. | Ensures salespeople follow the ideal script, even under pressure, and accelerates training of new agents. |
| **Lead Score** | Assigns an automatic score from 1 to 5 for each lead based on engagement and conversation content. Also allows manual adjustment. | Prioritizes the hottest leads, helping the team focus on opportunities with the highest chance of conversion. |
| **Synapse (Smart Search)** | AI tool that searches by keywords, phrases, or meanings across the entire conversation history, turning chats into a strategic database. | Finds sales opportunities, product feedback, and at-risk customers that would be lost in thousands of messages. |

## How Papo's AI works in practice

### Super Chat: the first response in seconds
Super Chat is the AI layer that interacts directly with the customer. When a message arrives via WhatsApp, Instagram, or another connected channel, the AI analyzes the content and responds within 2 seconds. It can:

- Greet and identify the demand.
- Qualify the lead with predefined questions.
- Schedule meetings directly in Google Calendar.
- Transfer the conversation to a human agent when the situation requires personal intervention.

All configuration of Super Chat's behavior is done in the **Prompt & AI** module, where you define the tone, prompts, and rules of engagement.

### Capitão: the assistant that works alongside the team
Capitão is a copilot that appears within the chat interface, visible only to the agent. While the agent talks with the customer, Capitão suggests responses, reminders, and actions. It can:

- Recommend complementary products (upsell and cross-sell).
- Collect customer data and automatically fill CRM fields.
- Generate and send PDF quotes via WhatsApp.
- Check inventory in real time, if integrated.

Capitão does not replace the human — it speeds up work and reduces mental load, especially in complex conversations.

### Live Coach: live suggestions based on your playbook
Live Coach is a feature focused on sales and consultative service. You create a playbook with information about the product, the desired tone of voice (consultative, direct, friendly, or formal), and the main objections. During a conversation, the AI reads the history and displays speech suggestions for the agent, such as:

- “Ask about the available budget.”
- “Highlight benefit X, which resolves objection Y.”
- “Offer a discount to close today.”

These suggestions are generated in real time and can be automatically updated as the conversation progresses. Live Coach is ideal for training new salespeople and maintaining consistency in the sales approach.

### Lead Score: intelligent lead prioritization
Lead Score automatically analyzes each conversation and assigns a score from 1 to 5, indicating the potential for closing. The score considers factors such as:

- Lead engagement level (responses, questions, clicks).
- Keywords that indicate purchase intent.
- History of previous interactions.

In addition to the automatic score, you can manually adjust the score of any contact. The lead ranking is visible in the CRM, allowing the team to organize the funnel and prioritize the hottest contacts.

### Synapse: smart search in conversation history
Synapse transforms the chat archive into a searchable knowledge base. Instead of searching for a contact by name, you search for what was said within conversations. The AI continuously indexes all messages and allows you to find mentions of terms like “budget,” “cancel,” or a competitor's name. The results show the exact excerpt from the conversation, making it easier to identify follow-up opportunities, product feedback, and customers at risk of churn.

## Who Papo's AI is for

- **Sales teams** that need to qualify leads quickly and follow a standardized script.
- **Companies with 24/7 service** that cannot leave messages unanswered during the night or weekends.
- **Lean operations** that want to automate repetitive tasks and free up agents for complex cases.
- **White label resellers** who want to offer a complete AI platform under their own brand.

## Frequently asked questions

### Does Capitão replace a human agent?
No. Capitão is a copilot that suggests responses and actions, but the final decision and sending of messages remain with the agent. It serves to speed up work, not to eliminate human interaction.

### How does smart search (Synapse) work in conversation history?
Synapse indexes all received messages and allows you to search by keywords, phrases, or intentions. When you type a term, the AI scans the content of all conversations and displays the relevant excerpts, allowing you to access the full dialogue with one click.

### Can Super Chat schedule meetings automatically?
Yes. With Google Calendar integration, Super Chat can offer available times, confirm the appointment, and create the event in your calendar, all without human intervention.

### Do I need to configure anything for Lead Score to work?
Lead Score works automatically as soon as conversations begin. The score is based on engagement and content criteria, but you can manually adjust the scores and refine the parameters in the AI module.

### Does Live Coach work in real time?
Yes. Suggestions are generated while the agent talks with the customer, based on the configured playbook. The system reads the conversation history and recommends the next line in seconds.

### Can I use Papo's AI in a white label reseller?
Yes. All AI features — Super Chat, Capitão, Live Coach, Lead Score, and Synapse — are available for white label resellers, allowing you to offer a complete platform under your brand.

## Read also

- [How automatic Lead Score works and how to interpret lead scores](/hc/papo/articles/automatic-lead-score-how-to-interpret-lead-ratings)
- [How to configure Capitão for upsell and cross-sell](/hc/papo/articles/how-to-configure-capitao-for-upsell-and-cross-sell)

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