Put the AI Team to work: the preconditions nobody validates for you

Milestone 7 of 8 · The AI working (optional)

When you finish you'll have: a position talking with real leads on a single channel, with its conversations already reviewed by you and no automation stepping on its work.

This is an optional step. The CRM works perfectly without it.

Which position suits me?

You add them in CRM > Settings > AI Team. Three of them talk with leads and work them like one more salesperson — the Qualifier, the Setter and, in Beta, the Seller; this guide focuses on the first two. The rest score or advise in the background.

The Qualifier and the Setter become the owner of the prospect or the deal, just like a person.

How to choose. If your question is "is this lead worth it?", it's the Qualifier. If your bottleneck is "we can't get all the meetings booked", it's the Setter.

Start with a single one. The scoring positions and the coach are a different matter and are explained in Qualify and boost deals with AI (AI Score and AI Coach).

What has to be ready before turning it on?

A single list, and it's worth going through all of it. If something from the first part is missing, the position stays active and does nothing. If something from the second part is missing, it does work, but your lead receives two different messages from the same company.

For the position to be able to work:

• The WhatsApp line is connected and active.
• There's a lead source tied to that line. Without a source no prospect or deal gets created, and without that entity the position never wakes up.
• There's an assignment rule that sends that source to the position. It's chosen as owner in A fixed person, or as Fallback if nobody matches; it doesn't enter a team rotation.
• If the position converts prospects, the Target pipeline is chosen.
• The position is Active in the table. When Paused, the incoming message is ignored: no reply and no turn in the AI Log.
• Your subscription is up to date.

For it to be able to reach out on each channel, without colliding with anything already running:

• WhatsApp. There are approved templates selected in the position: without them, every lead who didn't write to you first — the ones from forms and ads — is unreachable. And on that same number, switch off the WhatsApp Business app's automatic messages — away and greeting messages — and any external chatbot or platform connected. Those are what reach the lead stuck to the position's reply.
• Email. The Email channel is on if your leads may not have a phone number: it comes off, and a position saved as-is only speaks over WhatsApp and hands every lead without a number to a human. The Person in charge has to have their mailbox connected — the form itself warns you if it isn't. And if the position is going to send the first email, switch off the automatic reply to the visitor of your web form.
• The CRM's Sequences, on either channel. Their email and WhatsApp steps are sent by the engine on its own, and it doesn't know that lead is now being worked by the AI. Pause the sequence or unenroll those leads. And if the sequence has a linked list, unlink it: otherwise it re-enrolls new leads on its own every few minutes. See Automate follow-up: Sequences and booking pages.

What do I configure inside the position?

The position opens in tabs. These are the ones that move the result:

• Goal — the Fields to capture it has to get from the conversation, and in which case it considers the lead qualified or disqualified. Write them with concrete examples: "has a defined budget and is the decision-maker" works; "is a good lead" doesn't. Don't overdo the required fields: each one is one more question, and a position with too many mandatory ones interrogates instead of conversing.
• Knowledge — it's the only thing the position knows about your business. This is where your FAQs, your price ranges and your shipping, warranty or cancellation policies go. The tab itself shows the maximum number and size of files. It only appears after saving the position for the first time.
• Assignment — the Person in charge is mandatory: it's who it hands the lead to, and without it you can't save. This is also where you pick the Target pipeline.
• Channels — which channels it uses and from which of your team's accounts. Check that Email is on if you need it, and define the Preferred channel to start, which determines how it begins with a lead from a form. What each option changes for the lead is in the next section.
• Schedule — when it replies and when it initiates, with its time zone. It's the tab that most decides the experience of whoever contacts you: the next section takes it apart control by control.
• Advanced — the two caps that decide when the position stops insisting and passes the conversation to a person: how many consecutive follow-ups with no reply, and how many turns without progress. They're also what bounds the spend. For the first week, lower them to around half of what they come with.
• Test — it appears once the position is saved, and it's what saves you the grief: you load a test lead, pick the channel and actually talk with the position, with its same brain and its same data, without sending anything to anyone. Use it until you like the conversation.

Details of every tab: The CRM's AI Team: Qualifier, Setter and Seller.

What does your lead experience with the position on?

None of what follows changes what you see: it changes what happens to the person on the other side. It's one behavior worth knowing and four decisions worth making consciously, instead of inheriting them.

Do they know they're talking to an AI? The position doesn't introduce itself as AI or open messages describing itself, but if asked directly whether it's a person, it tells the truth: that it's an AI. It never lies, and it doesn't announce it on its own either. That leaves the decision on your side: if in your industry it's better to say it from the start, write it into your first-contact template, which is the only text of that conversation you write word for word.

If they write to you at nine at night, do they get a reply? That's decided by Behavior on incoming messages, in Schedule: Always reactive (replies outside business hours too) or Business hours only. The first is the main reason an AI position gets set up — replying when your team isn't there —; the second makes the lead wait until tomorrow. Neither is wrong, but it's your choice, not a detail.

If you write to them first, what time does it arrive? That's Behavior on outgoing messages: Always, Business hours only or Custom window. And if you sell in more than one country, turn on Respect the lead's time zone: the position postpones outgoing messages until it's business hours where that person is, detected from their number's country. It's what avoids the sales message at three in the morning.

Who does the email come from? In Channels, the position writes from the mailbox of a real person on your team — the screen tells you in so many words, "Sends from … mailbox" — and with Add my signature to every email it goes out with their signature. For the lead, that email arrives from a colleague of yours, with their name and their address. It's a decision, not a configuration detail: choose the mailbox of someone who can carry the conversation if that person replies.

Are they going to get hammered on the same channel? Also in Channels, Alternate with WhatsApp makes it so that, if the lead doesn't answer several WhatsApps in a row, the next follow-up goes out by email the next day and then goes back to WhatsApp. It's the difference between insisting and chasing.

How do I turn it on without surprises?

• Activate it on a single source and a single line.
• For the first three days, read all the real conversations.
• Adjust the qualification criteria, the required fields and the knowledge files.
• Only then expand.

About cost, plainly. Consumption is counted per turn — each time the position thinks and acts —, not per message. The only thing that cuts a lead's spend is the position reaching an end — booked, disqualified or handed off —, and that's governed by the two controls in Advanced. If something gets out of hand, the switch in the AI Team table sets it to Paused instantly: that's the brake. To follow consumption: See your AI usage and control your credits.

The included credits, charges and terms of your subscription are governed by the Terms and Conditions, which always carry the current version.

How do I check it's set up right?

Send a new message to the line the position works, from a number that isn't in your database.

• The position replied.
• The reply is correct and sounds like your company.
• It became the owner of the prospect or the deal.

What if it does nothing?

What's next?

Everything is configured now. What's left is checking it end to end: Check that your CRM was set up correctly: the final tests.