What each level means
| Priority | What it means |
|---|---|
| High | The customer is ready to book or buy, is chasing a quote on a specific job with a timeline, or it's a big job for your shop. |
| Medium | The customer is interested but still exploring or comparing options. Every new lead starts here. |
| Low | It isn't a sales opportunity right now: the customer said no, it's a wrong number or a vendor, or it's a complaint with nothing to sell. |
Where a lead's priority comes from
New leads start at Medium
Leads that come in by themselves, from your website forms, phone calls, Facebook, bookings, referrals and integrations, start at Medium. When you add a lead yourself, you can pick the priority on the form.
After a phone call
When you have a call with a lead and it's transcribed, Wrapstart AI reads the whole call and sets the priority to match what the caller said. A call can move a lead up or down to any level.
When a customer texts or emails
Wrapstart AI reads each new text and email as it arrives. If the customer is clearly ready to book or buy (for example, "Can I bring it in Friday?"), the lead goes straight to High. One message on its own never lowers a lead, so a hot lead doesn't drop because of a short reply.
When the whole conversation is reviewed
In Messages, click Analyse with AI in the side panel to have Wrapstart AI read the whole conversation. It also does this after a recorded call. A full review can set any level, including Low for a customer who has declined.
Repeat customers
If a customer has more than one open lead, all of their open leads are updated together. Leads you've already marked Lost or Converted are left alone.
Change a lead's priority yourself
- Open the lead and click Edit.
- Choose Low, Medium or High under Priority.
- Save.
Your choice stays until Wrapstart AI next hears from that customer. After that, the priority follows the conversation again.
Use priority to work faster
- Sort and filter: on Leads, sort by the Priority column or filter the list to show only High leads.
- Pipeline: each card shows a coloured dot for its priority.
- Automations: use Lead Priority as a condition, for example to alert your team the moment a lead turns High.
Good to know
- Automatic priority updates from texts and emails need AI message insights on your plan, and updates from calls need call transcription.
- Priority is a guide, not a rule. Wrapstart AI judges what counts as a big job for your shop, and you can override it at any time.