AI Qualification

Overview

AI Qualification determines when a lead counts as Qualified for your organization and updates the lead accordingly—typically moving them from New Lead to Qualified, recording qualification timing, and generating an internal summary with inferred details where appropriate.

This feature works across the Kraya WhatsApp Extension, the Dashboard, the Kraya backend, and the AI services that power replies and summaries.

What you can do

• Qualify leads automatically based on the live WhatsApp conversation and your stated criteria
• Open Conversation Summary on the Dashboard or in the Extension—it updates after the AI sends a reply and gives you a short, easy-to-read overview of the chat
• When a lead becomes Qualified, Kraya can create a qualification summary that is written into Notes so you keep a clear written record
• See the lead move to Qualified when criteria are met (subject to pipeline and AI settings)
• View qualification status, reason, and intent-related fields on the lead where your workspace shows them

How it works (user-facing)

• When a lead sends a message and AI replies are enabled, Kraya generates an AI response using your organization knowledge base, qualification instructions, and conversation context.
• The AI decides when the lead should be Qualified and can move the lead from New Lead to Qualified during that reply flow when your instructions are met. Moving to other stages (not only Qualified) depends on AI Stage Shifting; moving to Qualified from New Lead can still occur when AI Stage Shifting is off.
• Qualification summary: After a lead is qualified, Kraya can generate a qualification summary (notes update, attributes, intent-related fields) using a separate summary step. Summaries consume credits when they run.

Prerequisites & basics

• Credits are available in your organization account
• AI replies are enabled globally and for the specific lead (where lead-level control exists)
• The lead is in New Lead when you expect first-time qualification from that flow
• Your pipeline’s phone number matches the WhatsApp Business phone number connected in Kraya
• You are logged into WhatsApp Web with the Kraya Extension active (for Extension-driven conversations)
• Your knowledge base and qualification requirements describe what “qualified” means and what to ask

Step-by-step guide

1. Set qualification expectations (knowledge base)

• In the Extension Organization Info or your Dashboard knowledge base (depending on your workflow), complete What questions should the AI ask your leads before qualifying them? and related business context. The knowledge base field supports up to 25,000 characters.
• Name stages clearly so the AI can align with New Lead and Qualified (and any other stages you use with AI Stage Shifting).

2. Enable AI replies

• Turn on AI Auto-Reply in Global Settings (Extension) or the relevant user automation settings (Dashboard).
• Enable AI replies for the lead in the sidebar if your workflow uses per-lead toggles.

3. Converse with the lead

• The AI responds when messages arrive. Keep WhatsApp Web online if you use the Extension.

4. Qualification outcome

• When criteria are met, the lead can move to Qualified and qualification timestamps or data can update as described in your product screens.
• If your organization generates qualification summaries, notes may show a block starting with Updated Summary and a timestamp.

5. Review summary and attributes

• Check Notes for appended summaries.
• Check lead attributes for inferred Name, Email, or custom fields when the summary step fills them (only when empty and confidence is high enough).

Settings and configuration

• Qualification requirements (knowledge base): Drives what the AI asks and what “qualified” means.
• AI Auto-Reply and AI Stage Shifting: See AI Stage Shifting. Stage shifting affects moves beyond New Lead → Qualified.

Role-based notes

• Admins: Keep pipeline phone numbers aligned with the connected WhatsApp Business number; maintain credits; ensure knowledge base content reflects current qualification rules.
• Support agents: If qualification seems delayed, verify stage, credits, phone match, AI toggles, and knowledge base wording.
• End users: Keep WhatsApp Web open with the Extension active for Extension-based AI and qualification flows.

Limits & behavior

• Knowledge base size: The Organization Info / knowledge base field accepts up to 25,000 characters. Use this space to describe your business, qualification criteria, stage definitions, and any rules the AI should follow.
• AI Guide file sharing: You can upload files to share context with the AI. The maximum file upload size is 30 MB per file.
• Triggering replies: AI replies run only when global and lead-level AI settings allow, pipeline phone matches, and credits are available.
• Credits (typical):
  • Each AI reply consumes credits (for example, one credit per AI reply in standard setups).
  • A separate qualification-check credit may apply for some cases.
  • Qualification summary generation consumes credits when it runs.
  • Exact totals per conversation depend on which steps run for your organization (reply only, reply + summary, or legacy reply + check + summary).
• Qualification summary: Generated when your organization’s rules say a summary is needed for a qualified lead (for example, first qualification or when the conversation updates materially), and credits are available.

Common edge cases and how to handle them

• Lead not in New Lead

  • First-time qualification from the AI flow usually expects New Lead. Move the lead back if you need that path again.

• Missing or mismatched phone numbers

  • AI replies (and downstream qualification) may not run. Align pipeline and WhatsApp Business numbers.

• No credits

  • AI replies and summaries do not run without credits.

• Attributes not updated

  • Attributes fill only when fields are empty and the model infers values confidently; email and name have extra validation rules as before.

• Qualification summary missing

  • Summaries are not guaranteed on every message; they follow your organization’s summary rules and credits.

Troubleshooting

AI reply did not send

• Check global and lead AI toggles, WhatsApp Web connectivity, pipeline phone match, and credits.

Lead did not become Qualified

• Refine knowledge base qualification instructions; ensure a Qualified stage exists; confirm the lead was in New Lead if you expect first-time qualification via that path.

Qualification summary did not appear

• Confirm credits; check whether the lead already had a recent summary; wait for the next eligible summary trigger.

Lead stage did not change

• If you expect movement to a stage other than Qualified, enable AI Stage Shifting for the pipeline owner. New Lead → Qualified may still work with AI Stage Shifting off.

Attributes/Notes did not update

• Summary appends to Notes with Updated Summary and a timestamp when generated.
• Attributes update conservatively from the summary when fields are empty and values validate.

FAQs

• When does Kraya qualify a lead?

  • For most accounts, when the AI determines criteria are met and moves the lead to Qualified (or equivalent behavior your admin confirms). Knowledge base content is central to that decision.

• What gets written to Notes?

  • When a qualification summary runs, a timestamped block is appended, starting with Updated Summary and the date/time, followed by summary text.

• Will AI messages keep sending after qualification?

  • Often yes, unless you change settings or disable AI for the lead.

• What if I move a qualified lead back to New Lead?

  • The lead may become eligible again for qualification-related flows on subsequent AI conversations, subject to your rules and credits.

Tips and best practices

• Keep qualification questions and business facts up to date in the knowledge base.
• Use clear stage names matching the Dashboard pipeline.
• For multi-stage automation beyond Qualified, configure AI Stage Shifting and instructions together.

Related features

• AI Stage Shifting — automatic moves between stages beyond New Lead → Qualified
• Chrome Extension — Global Settings, sidebar, AI tools
• Auto Followups — sequences by stage
• Smart Triggers — automation when stages change
• Dashboard — leads and pipelines

Screenshots

Prompt patterns for the Knowledge Base

These are common shapes for the "What questions should the AI ask your leads before qualifying them?" field. Combine them as needed.

Always send a welcome message first

The AI treats your prompt like a character script and follows lines in order. To guarantee a greeting on Q1:

Always start with the welcome message below,
Welcome Message: Hi there! Thanks for reaching out. I can help you quickly. Let's begin.

Q1: What are you looking for today?
- A) Product Demo
- B) Pricing
- C) Support

Q2: What city are you located in?

Q3: What is your preferred contact method?
- A) WhatsApp
- B) Email
- C) Call

Behavior:

• Inbound chat — When a lead messages you first on WhatsApp with hi or hello, the AI sends the Welcome Message and Question 1 together.
• New Lead stage — When you add or import a lead into New Leads, each new lead automatically receives the Welcome Message and Question 1.

Option-wise validation replies

To make each multiple-choice option trigger a specific reply, add a Validation block under the question:

Q1: What are you looking for today?
- A) Product Demo
- B) Pricing
- C) Support
Validation for Q1:
- If A: Great, I will arrange a short demo. Next, Q2.
- If B: I will share pricing details. Next, Q2.
- If C: I can connect you to support. Next, Q2.

You can personalise replies with placeholders like {{name}} or {{email}}.

Different question sets per audience

If your business serves more than one user group (e.g., teachers and nurses), use a single selector question and branch into separate flows:

Welcome:
Hi! I'll ask a few quick questions to guide you better.

Q1: What are you looking for?
Options: Teacher Abroad | Nurse Abroad
Validation: If answer includes "Teacher" go to TEACHER_FLOW
           If answer includes "Nurse" go to NURSE_FLOW

--- TEACHER_FLOW ---
Q2: Target country?
Q3: Highest qualification? (B.Ed | M.Ed | PhD | Other)
Q4: Teaching experience? (0 | 1-2 | 3-5 | 5+)
Q5: Do you have IELTS/TOEFL? (IELTS | TOEFL | None)

--- NURSE_FLOW ---
Q2: Registered Nurse status? (Yes | No | In progress)
Q3: Total experience? (Intern | 1-2 | 3-5 | 5+)
Q4: Preferred destination? (UK | Germany | Australia | Other)
Q5: IELTS/OET? (IELTS | OET | None)

Tips:

• Keep Q1 as the first (selector) question.
• Limit each flow to 3–5 questions.
• Use clear 1–3 word option labels.
• Test with a demo lead before activating.