Dashboard manual · Intelligence

AI lead qualification: audiences, BANT questions, and a 0 to 100 score

"Qualificação" (Qualification) is the dashboard item where you define which audiences the AI talks to and what it needs to find out about each one (need, budget, decision-maker, and timeline) to give the lead a score from 0 to 100.

Who can use it

Role	What you see and do
Owner	Sees and edits everything: uses the industry template, requests the adjustment to the business, and adds, edits, makes default, and removes audiences.
Admin	Same access as the Owner on this screen.
Agent	Sees the menu item, the audiences, the questions, and how the score is calculated, with locked fields. Does not see the header buttons or the buttons to make default, remove, undo, and save.

Screens

"Qualificação" (Qualification)

The "Qualificação" (Qualification) screen lets you declare the audiences the company serves and, for each one, the signals and questions the AI uses to qualify the lead as "Quente" (Hot), "Morno" (Warm), or "Frio" (Cold).

Address in the dashboard: /app/qualificacao

Screenshot of the "Qualificação" (Qualification) screen. The "Qualificação" (Qualification) screen lets you declare the audiences the company serves and, for each one, the signals and questions the AI uses to qualify the lead as "Quente" (Hot), "Morno" (Warm), or "Frio" (Cold). — The "Qualificação" (Qualification) screen in the demo account, with sample data and blurred values.

"Com quem a sua IA fala" (Who your AI talks to)

Header with the screen's explanation, the account's industry, and the main actions.

Buttons and actions

"Usar modelo do segmento" (Use industry template)Owner, Admin: Opens the window with the industry's ready-made template, with the signals and questions already written. It stays locked, with a hint, while the audiences load or if they failed to load.
"Ajustar ao meu negócio" (Adjust to my business)Owner, Admin: Opens the window where the AI rewrites an audience's questions based on the "Base de conhecimento" (Knowledge base) and the persona. The button shows the adjustment price next to it, charged to the balance. It stays locked if there is no audience.
"Adicionar público" (Add audience)Owner, Admin: Opens the window with the ready-made audience templates and the "Em branco" (Blank) option.
"Escolher em Configurações → Seu segmento" (Choose in Settings → Your industry): Appears when the account has no industry chosen yet and leads to the "Seu segmento" (Your industry) section of "Configurações" (Settings).

Line Your account's industry: ‹name›, or not chosen.

Audience card

A collapsible card for each audience. The first one opens on its own.

Fields and filters

"Nome do público" (Audience name): What you call this audience (up to 120 characters).
"Como reconhecer este público" (How to recognize this audience): How the AI recognizes, from the way the lead writes, that it is talking to this audience.

Buttons and actions

"‹nome do público›" (‹audience name›): Clicking the title opens or collapses the card.
"Tornar padrão" (Make default)Owner, Admin: Makes this the audience used when the AI is not yet sure who it is talking to. It does not appear on the audience that is already the default.
"Remover o público ‹nome›" (Remove audience ‹name›)Owner, Admin: Trash can button. Opens the removal confirmation.

"PADRÃO" (DEFAULT) badge on the default audience and "Novo" (New) badge on the audience the template just created.
Line ‹n› signals the AI looks for in this conversation.
When you change the name or how to recognize it, "Salvar" (Save) and "Descartar" (Discard) appear right below.

Audience signals (Need, Budget, Decision-maker, and Timeline)

One block per signal, with the name, the goal, the questions, and the switch that says whether it applies.

Fields and filters

"Como chamar" (What to call them): The signal's name in this audience (for example, replacing Budget with Investment).
"O que a IA precisa descobrir" (What the AI needs to find out): The signal's goal, in one sentence.
"Perguntas que a IA pode usar" (Questions the AI can use): Up to 12 ready-made questions. With none, the AI writes them on its own from the goal.

Buttons and actions

"Aplicar" (Apply)Owner, Admin: Switch that turns the signal on or off for this audience; it changes the score scale immediately. Need cannot be turned off, and an audience needs at least 3 signals on — the hint explains when it is locked.
"Tirar a pergunta ‹n› da lista" (Remove question ‹n› from the list)Owner, Admin: X button next to each question; removes it from the draft until you save.
"Adicionar pergunta" (Add question)Owner, Admin: Adds a blank line. Locks when it reaches 12 questions.
"Salvar" (Save)Owner, Admin: Appears when the signal has a change and saves the name, goal, and questions. Takes effect from each lead's next message.
"Descartar" (Discard)Owner, Admin: Returns the signal to what was saved.

Next to the name: weight ‹n› in the score or does not apply to this audience.
Fields changed by a recent adjustment are highlighted.

How the score is calculated

The weight of each signal that is on and the score tiers.

One bar per signal that is on, with its weight.
Tiers: 75 to 100 — "Quente" (Hot); 50 to 74 — "Morno" (Warm); 1 to 49 — "Frio" (Cold).
Notice: changing the configuration does not rewrite any lead's score; it applies from the next message.

"Como a IA vai perguntar" (How the AI will ask)

Example built from the first question of each signal that is on, without calling the AI.

Bubbles with one question per signal, reminding you that the AI asks one thing at a time throughout the conversation.

Recent change strip

Appears on the card right after the industry template or the adjustment, and disappears when someone edits the audience.

Buttons and actions

"Desfazer" (Undo)Owner, Admin: Returns the audience to what it was before. If the template had created the audience, it is removed; the other audiences stay as they were.
"Ajustar ao meu negócio" (Adjust to my business)Owner, Admin: Only after the industry template: opens the adjustment already set to this audience.

Possible texts: Just created from the ‹industry› template., Questions just replaced by the ‹industry› template., or Just adjusted to your business. with the number of replacements.

Health data warning

Appears on an old patient audience that asks what the person is feeling.

Buttons and actions

"Usar modelo Clínica" (Use Clinic template)Owner, Admin: Opens the "Clínica" (Clinic) industry template already on "Substituir o público atual" (Replace current audience), pointing to this audience.

Warning text: health data, only what is needed to flag it (LGPD, art. 11).

Remove the audience

Confirmation before deleting an audience.

Buttons and actions

"Cancelar" (Cancel): Closes without removing.
"Remover público" (Remove audience)Owner, Admin: Deletes the audience. Leads already tagged with it keep their score and use the default audience from the next message. This cannot be undone.

"Adicionar público" (Add audience)

Window with the ready-made audience templates and the "Em branco" (Blank) option.

Buttons and actions

"‹modelo de público›" (‹audience template›): Selects the template. Shows ‹n› signals or already registered (a template already in use is disabled).
"Cancelar" (Cancel): Closes without creating.
"Adicionar público" (Add audience)Owner, Admin: Creates the audience with the chosen template's script. Shows Criando… (Creating…).

If the templates fail to load: Não foi possível carregar os modelos. (The templates could not be loaded.) with "Tentar de novo" (Try again).

"Usar modelo do segmento" (Use industry template)

Window that shows an industry's ready-made template and applies it as a new audience or in place of an existing audience's questions. Nothing changes until you apply.

Fields and filters

"Segmento do modelo" (Template industry): List of industries with a tag (Your account's industry, Regulated industry, or ‹n› qualification items). Navigate with the arrow keys, Home, End, Enter, and the first letter; Esc closes the list.
"Nome do novo público" (New audience name)required: In "Criar como novo público" (Create as new audience). It cannot be empty or repeat another audience's name.
"Como reconhecer este público" (How to recognize this audience): Comes filled in by the template; you can rewrite it.
"Qual público" (Which audience): In "Substituir o público atual" (Replace current audience): the audience whose questions will be replaced.

Buttons and actions

"Trocar" (Change): Opens the list of industries.
"Ver os ‹n› cuidados" (See the ‹n› precautions): Expands the precautions the template already includes (with the "Segmento regulado" (Regulated industry) badge when applicable).
"Criar como novo público" (Create as new audience): Recommended option: creates a new audience and does not touch the existing ones.
"Substituir o público atual" (Replace current audience): Replaces the questions of an existing audience, showing what goes out and what comes in. Disabled when there is no audience.
"Tornar este o público padrão" (Make this the default audience): Switch for the new audience. In an account with no audience it is on and locked, because the first audience is always the default.
"Ver as perguntas" (See the questions): In "Substituir" (Replace), expands, by signal, the questions going out and the ones coming in.
"Cancelar" (Cancel): Closes without applying.
"Criar o público" (Create the audience)Owner, Admin: Applies the template as a new audience. Shows Aplicando… (Applying…) and then a notice with "Desfazer" (Undo).
"Substituir as perguntas" (Replace the questions)Owner, Admin: Applies the template to the chosen audience, keeping the name, how to recognize it, whether it is the default, and the scores already given.

Block O que a IA vai descobrir (What the AI will find out): the 4 signals with weight, the industry's items inside each, and the ready-made questions; a signal with no items appears as desligado (off).
Hint when the chosen industry is not the account's: the template only touches qualification; the board, fields, and persona stay as they are.
In Replace: What goes out and what comes in, with a summary like ‹n› questions go out and ‹n› come in. and the block What stays as it is.
If the template fails to load: Não conseguimos carregar o modelo (We could not load the template) with "Tentar de novo" (Try again).

"Ajustar ao meu negócio" (Adjust to my business)

Window in four stages: confirm, read, review the replacements, and finish. Nothing changes in the audience until you apply.

Fields and filters

"Público que a IA vai ajustar" (Audience the AI will adjust): The audience whose questions will be rewritten; the default one appears with (padrão) (default).

Buttons and actions

"Ver" (View): Next to "Base de conhecimento" (Knowledge base) and "Persona da IA" (AI persona), opens the corresponding screen in another tab.
"Ajustar por ‹valor›" (Adjust for ‹amount›)Owner, Admin: Requests the adjustment. The price appears on the button and in the cost panel before you confirm, and is deducted from the balance only if the adjustment finishes.
"Recarregar saldo" (Top up balance)Owner, Admin: Appears when the balance does not cover the adjustment and leads to the "Carteira" (Wallet).
"Cancelar" (Cancel): Before requesting, closes the window. During the reading, cancels the adjustment without charging anything.
"Aplicar" (Apply): On each suggested replacement, accepts it; the audience card behind already shows the change.
"Manter a de hoje" (Keep today's): On each replacement, rejects the suggestion and keeps the current text.
"Desfazer" (Undo): Returns an applied replacement to pending.
"Voltar atrás" (Go back): Returns a kept replacement to pending.
"Aplicar tudo" (Apply all): Accepts all pending replacements and saves.
"Aplicar as ‹n› que faltam" (Apply the remaining ‹n›): After deciding some, accepts the remaining pending ones and saves (in the singular, Aplicar a que falta (Apply the remaining one)).
"Descartar o resto" (Discard the rest): Asks for confirmation to discard the replacements still pending (before deciding any, the button says Descartar (Discard)).
"Voltar às trocas" (Back to swaps): In the discard confirmation, returns to the review.
"Descartar" (Discard): Confirms the discard. The adjustment has already been charged; to see the suggestions again you need to run the adjustment once more.
"Concluir" (Finish): With all replacements decided, saves the applied ones and closes.
"Fechar" (Close): Closes when there was no replacement to make or when the adjustment failed.
"Tentar de novo" (Try again): After a failure, requests the adjustment again.

Confirmation: O que a IA vai ler (What the AI will read) ("Base de conhecimento" (Knowledge base) with items and date, "Persona da IA" (AI persona) with name and tone, and the audience's current questions) and the notice that no lead conversation goes into the adjustment.
O que ela não mexe (What it does not touch): it does not turn signals on or off or change weights; it does not remove the sensitive flag or add a health question; it does not create a promise of results or ask for documents, income, or CPF.
Cost panel with the current balance; notices Seu saldo não cobre este ajuste (Your balance does not cover this adjustment), Já tem um ajuste em andamento (An adjustment is already in progress), or O ajuste não está disponível agora (The adjustment is not available right now) when it cannot be requested.
Reading: steps Reading the knowledge base, Reading ‹name›'s persona, and Rewriting ‹audience›'s questions.
Result: ‹n› replacements suggested for ‹audience›, grouped by signal, with "Hoje" (Today) next to "Com o ajuste" (With the adjustment), the word-by-word difference, the badge "Entra" (Goes in), "Sai" (Out), or "Reescrita" (Rewrite), and the reason for each replacement.
A signal that is off in the audience appears with a note that the adjustment does not turn signals on or off.
When the AI sees nothing to replace: Nothing to replace in ‹audience›.

Screen states

Loading: Two gray blocks in place of the cards; the header buttons stay locked with the hint Espere os públicos carregarem. (Wait for the audiences to load.)
Nothing here yet: Nenhum público configurado (No audience configured): in the meantime the AI uses the default scale (need, budget, decision-maker, and timeline). For the Owner and Admin, buttons "Usar modelo ‹segmento›" (Use ‹industry› template) and "Adicionar público" (Add audience).
If something goes wrong: Não foi possível carregar os seus públicos (Your audiences could not be loaded), warning that the scale remains saved and in effect, with "Tentar de novo" (Try again).
Audience created by the template: Notice Audience "‹name›" created with the number of questions and the "Desfazer" (Undo) button.
Adjustment replacements applied: Notice ‹n› replacements applied to ‹audience› with the "Desfazer" (Undo) button.
Adjustment canceled: Notice Ajuste cancelado (Adjustment canceled) — nothing was changed or charged.
Adjustment failed: Não deu para ajustar agora (Could not adjust right now), with the assurance that nothing was changed or charged.

Step by step

How to set up qualification using my industry's template

Open "Qualificação" (Qualification) in the menu.
Click "Usar modelo do segmento" (Use industry template).
Check the industry in "Segmento do modelo" (Template industry) (use "Trocar" (Change) if you want another one) and read the block about what the AI will find out.
Leave "Criar como novo público" (Create as new audience) checked, review "Nome do novo público" (New audience name), and click "Criar o público" (Create the audience).
If you don't like it, click "Desfazer" (Undo) on the notice or on the card's strip.

How to adapt the qualification questions to my business

Click "Ajustar ao meu negócio" (Adjust to my business).
Choose the audience in "Público que a IA vai ajustar" (Audience the AI will adjust) and check what the AI will read and the cost.
Click "Ajustar por ‹valor›" (Adjust for ‹amount›) and wait for the reading.
For each replacement, click "Aplicar" (Apply) or "Manter a de hoje" (Keep today's) — or use "Aplicar tudo" (Apply all).
Click "Concluir" (Finish).

How to edit the questions the AI asks the lead

Open the audience's card by clicking its name.
On the signal you want, edit the lines of "Perguntas que a IA pode usar" (Questions the AI can use) or click "Adicionar pergunta" (Add question).
Click "Salvar" (Save) on the signal itself.

How to turn off budget for an audience

Open the audience's card.
On the budget signal, turn off the "Aplicar" (Apply) switch.
If it is locked, hover over it to read the reason (Need cannot be turned off and the audience needs at least 3 signals).

How to create a second audience

Click "Adicionar público" (Add audience).
Choose one of the templates or "Em branco" (Blank).
Click "Adicionar público" (Add audience) in the window.
Fill in "Como reconhecer este público" (How to recognize this audience) so the AI knows when to use it, and click "Salvar" (Save).

How to change the default audience

On the card of the audience you want, click "Tornar padrão" (Make default).
The "PADRÃO" (DEFAULT) badge moves to it.

Frequently asked questions

What is BANT in qualification?

They are the four signals of the score: need, budget, decision-maker, and timeline. On screen, each one can be given the name that makes sense for your audience in "Como chamar" (What to call them).

Why can't I turn off Need?

It is the signal that separates a lead from someone who is just curious. You can rename it, but not turn it off.

How many questions fit in a signal?

Up to 12. With none, the AI writes the question on its own from the goal.

Does adjusting to my business read the leads' conversations?

No. It reads the knowledge base, the persona, and the audience's current questions.

Does canceling the adjustment midway charge anything?

No. Canceling during the reading does not charge. If the adjustment finishes before the cancellation arrives, the screen notifies you and shows the result.

Does using another industry's template change my pipeline or my persona?

No. The template only touches qualification; the board, fields, and persona stay as they are.

Can the agent change qualification?

No. They see the audiences and questions with locked fields; editing belongs to the Owner and the Admin.

Does removing an audience change leads' scores?

No. Leads that already had a score keep it. From the next message on, those leads use the default audience.

Help center guide

"Qualificação" (Qualification)

What your AI needs to find out in each conversation, and how that becomes a score that tells you whom to call first.

A hundred conversations a week are worth nothing if you don't know which three deserve your morning. That is what qualifying is: finding out, through conversation, who is ready to buy.

Your AI does this on its own, in the middle of the conversation, without sounding like an interrogation. This screen is where you decide what it needs to find out and from whom.

In direct sales — pharmacy, store, delivery — whoever reaches out already wants to buy, and what "Qualificação" (Qualification) asks for is the order itself: what the customer wants, delivery, payment. For this case there is the "Modo atendimento" (Service mode), in Settings → "IA & persona" (AI & persona): the score is still calculated (that is how the AI knows what is missing and that a complete order calls the team), but hot and warm leads are not charged.

The four things it looks for

"Necessidade" (Need): What the problem is, in the person's own words. "My electricity bill came to 900 reais" is worth more than "I want a quote".
"Orçamento" (Budget): How much they can spend, or at least whether they have an idea of a price range.
Who decides: Whether they are the one who signs. A perfect lead who has to convince a partner is a lead with one more step.
"Prazo" (Deadline): By when. "This month" and "next year" don't deserve the same attention today.

Each answer found adds points. The total is a score from 0 to 100 and a color. The color is what appears in the Inbox list, on the pipeline card, and in search:

"Quente" (Hot): Knows what they want, has the budget, makes the decision, and it's for now. Call today.
"Morno" (Warm): Real interest, one piece missing. Worth following closely.
"Frio" (Cold): Still researching. Let the AI handle it and come back when it heats up.
"Sem nota" (No score): The conversation is too short to conclude anything. It's not bad, it's early.

"Públicos" (Audiences): not every customer is the same

Asking an individual about annual budget is odd. Asking a company whether "you live alone" is even worse. That is why qualification is organized into "públicos" (audiences).

On screen: "Qualificação" (Qualification) screen with the registered audiences and the questions for each dimension. Each audience has its own questions and its own weight.

Your audiences: One per type of customer. Start with two — individual and company — and only create more when the difference in questions justifies it.
How the AI recognizes this audience: You describe the way people in this group write. That is how it decides, on its own, which set of questions to use.
What to find out, and how to ask: For each signal you write the goal and the questions it may use. The "Aplicar" (Apply) button turns off a signal that makes no sense — note that there is no "who decides" here: whoever buys for their own home is the one who decides.
How the score is calculated: The weight of each signal and the three bands. If, for your business, timing matters more than budget, this is where you adjust it.

The AI identifies on its own which audience the lead fits and uses the right questions. If it gets it wrong, you correct it on the contact's record and the manual correction wins.

Start from your industry's template

"Usar modelo do segmento" (Use industry template) opens the template preview: the safeguards it already includes, the four score signals with the weight of each, and, within them, the industry items with ready-made questions. The account's industry comes preselected; "Trocar" (Change) opens the list of the others (by keyboard: arrows, Enter, and the first letter of the name).

On screen: "Usar modelo do segmento" (Use industry template) dialog: the "Imobiliária" (Real Estate) industry marked as your account's industry, the safeguards that come with the template, and the score signals with the items and ready-made questions. The "Imobiliária" (Real Estate) template before applying: the safeguards, the signals with their weight, and the questions for each item.

"Criar como novo público (recomendado)" (Create as new audience (recommended)): The audiences you already have stay as they are, and the AI starts recognizing the new one by the way the lead writes. Give it a name and say whether it becomes the default audience.
"Substituir o público atual" (Replace current audience): It replaces the questions of an audience that already exists. The screen shows, signal by signal, what goes out and what comes in; the name, the text on how to recognize it, and the scores leads already have stay as they were.

After applying, the audience card gets a banner with "Desfazer" (Undo), which restores exactly what was there before. Editing the audience removes the banner: from then on, what counts is what you wrote.

"Ajustar ao meu negócio" (Adjust to my business)

"Ajustar ao meu negócio" (Adjust to my business) asks the AI to read your Knowledge base, the persona, and an audience's current questions, and to rewrite names, goals, and questions in your business's style. No lead conversation goes into the adjustment.

On screen: Before the click that charges: what the AI reads, what it doesn't touch, and how much it costs.

Yes: Each change comes with the reason, side by side with today's question; you apply them one by one, or all or nothing.
No: It does not turn signals on or off, and the weight of each one in the score stays the same.
No: It does not remove the sensitive flag and does not add health questions.
No: It does not create promises of results and does not ask for documents, income, or CPF.

How to adjust without breaking anything

Read ten real conversations first: Before touching any weight, look in the Inbox at what your real leads say. Almost always the missing question shows up on its own.
Change one thing at a time: Changed the budget weight? Wait a week before touching another. Two changes together won't let you know which one worked.
Check the effect: In Analytics you can see how many leads became hot before and after. It is the only proof that counts.

When the score doesn't seem right

Everyone ends up "Morno" (Warm): A sign that the weights are too similar to each other. Pick the signal that truly decides your sale and give it a clearly higher weight — the score starts separating people again.
"Quente" (Hot) shows up for people who don't buy: An eliminating signal is missing from your audience. If serving outside your region is impossible, that needs to be a high-weight signal and not a remark in the conversation.
A signal is always blank: The question that finds it out is not being asked, or is being asked too early. Look at the evidence on the contact's record: it shows the exact phrase that supported each signal, and the blank shows what was never asked.
The contact landed in the wrong audience: You can pin the audience by hand on its record, in CRM & Graph. Once pinned, automatic reevaluation stops for that contact — the current score stays as is and the new script applies from the next message.

In the dashboard: "Abrir Qualificação" (Open Qualification)