Lead scoring
Score clients' interactions to bring your hottest buyers and sellers to the top, so agents start the day with the right people.
3 min read
When the assistant handles calls through the night, an agent may find dozens of new records in the morning. The key question is: who do we call first? Manage Scoring gives points for each thing a client does: filled in a form, sent a message, was tagged as a hot lead, booked a viewing, turned up. The higher the score, the closer the client is to a decision.
How it works
- You create a Score Profile, e.g. "Lead Score".
- You add rules to it: "When this happens → add/subtract this many points".
- Once you Publish the profile, scores start being calculated.
- The score shows on the client record and in lists; you can sort and filter by it.
Scoring doesn't change what the assistant does; it turns the traces the assistant leaves (tags, appointments) into points that set the agent's priorities.
Creating a score profile
- Open Settings → Manage Scoring.
- Fill in Score Profile Name and Description. The profile stays a Draft until published.
- Add a rule with Add Rule: choose the triggering event and enter the points to add or subtract.
- Check the rule list; edit or remove the default rules to suit your agency.
- When you're ready, click Publish.
Note
The events you can choose for a rule (form submission, inbound message, tag added, appointment and so on) are listed in the interface. If you want to score an event you can't see, write to your consultant.
Example scoring table for an estate agency
| Event | Points | Why? |
|---|---|---|
| Form submitted (e.g. Meta lead form) | +10 | Interested but still cold |
| Inbound message (WhatsApp / Instagram) | +5 | Engaging in conversation |
Assistant added the hot-lead tag | +25 | Clear budget, near timing |
| Booked a viewing or valuation | +25 | In the decision process |
| Turned up to the appointment | +30 | Very hot |
| Email bounced | −10 | Contact details are wrong |
Scores are for relative ranking. Set a simple threshold such as "above 60 hot, 25–60 warm, below that cold" and share it with the team.
Using scores day to day
- In Contacts, sort by the Lead Score column; the hottest client is at the top.
- Save "last 7 days, score above 60, no viewing yet" as a smart list.
Tip
At the morning meeting, have each agent open their own smart list. With Only Assigned Data on, everyone sees only their own clients, already sorted. For fast follow-up on new leads: Speed to lead.
Editing a profile
You can change the rules of a published profile; new events are scored with the new rules. Let the team know, so sudden score changes don't confuse anyone.
Common issues
Every client's score is 0. The profile may still be a Draft. Click Publish.
Scores are higher than I expected. Don't give high points to frequent events such as inbound messages; chatty clients who never decide rise to the top.
The tag rule doesn't fire. The tag name in the rule must match the tag the assistant adds exactly (hot-lead).
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