Qualification and lead scoring
Choose the details the agent collects, and learn when a lead becomes qualified and how it's scored Hot, Warm or Cold.
Qualification fields are what separate "someone asking around" from "a lead your team should call". You choose what the agent collects, it asks naturally during the chat, and once it has everything it hands the lead to your team. Set them in AI agent → Qualification fields.
Open AI agentAvailable fields
| Field | The agent asks about |
|---|---|
| Trip type | Umrah, Hajj, outbound tour, domestic, honeymoon… |
| Destination | Country or city |
| Travel dates | Date or month, and whether they're flexible |
| Travellers | Adults, children with ages, infants |
| Budget | Per person or total |
| Departure city | Cairo, Alexandria, Jeddah… |
| Hotel level | Star rating, or distance from the Haram |
| Room type | Single, double, triple, quad |
| Nationality | Matters for visas |
| Name | The customer's name |
| Phone number | A number to call back or WhatsApp |
Choose and order
- Pick the fields your team really needs before calling a customer. You must select at least 2.
- Order them with Move up and Move down. The agent roughly follows this order when asking.
- Click Save settings.
Include the phone number
We always recommend Phone number so your team can call the customer after qualification. On WhatsApp the number is already known from the chat, so the agent won't ask for it.
Suggestions by business type:
- Umrah and Hajj: Trip type, Travel dates, Travellers, Hotel level, Room type, Name, Phone number.
- Outbound tours: Destination, Travel dates, Travellers, Budget, Nationality, Name, Phone number.
- Visas: Destination, Nationality, Travel dates, Name, Phone number.
Every extra field is an extra question
The more fields you select, the longer the chat, and the more likely the customer gives up before qualifying. Pick what you need to send a quote; your team can ask the rest on the call.
When is a lead qualified?
A lead moves to Qualified in two cases:
- The agent has collected every field you selected. Even if the agent forgets to qualify, Flyby qualifies the lead automatically as soon as the last field is saved.
- The customer clearly says they want to book or talk to sales, even if some fields are still missing.
Then:
- The lead appears in Leads at the Qualified stage, with an Arabic summary for your team (trip, travellers, dates, budget…).
- The conversation moves to Needs you.
- The whole team gets a notification, lead moderators included, titled something like "Qualified lead (Hot): Ahmed".
- The agent tells the customer a travel consultant will contact them soon, and keeps answering questions until someone on your team takes over.
Lead moderators only see qualified leads
Lead moderators don't see conversations or leads that are still Qualifying. A lead appears for them as soon as it's qualified, so your sales team can focus on ready leads only. Roles & permissions
Scoring: Hot, Warm, Cold
| Score | What it means | What to do |
|---|---|---|
| Hot | Ready to book soon, with a clear budget | Call the same day. The conversation gets High priority |
| Warm | Interested but needs follow-up or is still comparing | Send a proposal and add a follow-up task |
| Cold | Browsing, or asking very early | Keep them in the list and follow up later |
The agent picks the score from what the customer said and writes the reason. If the lead was qualified automatically, it's Hot when the customer gave a budget and travels within about two and a half months, otherwise Warm.
Your team can change the score and stage any time from the lead page. Lead details