Lead Scoring – Overview

Lead Scoring automatically evaluates how likely it is that a contact will convert. Each contact and company receives a score from 0 to 100.

Score Levels

The 5 Scoring Categories

1. Chat Engagement (max 30 points)

• Chat started: +6 per conversation (max 18)
• Responded to agent: +4 per conversation (max 12)
• CSAT rating submitted: +3
• High satisfaction (≥ 4): +3 bonus
• Low satisfaction (≤ 2): -5

2. Browsing Intent (max 25 points)

• High-intent page visited (e.g., /pricing, /demo): +8 (max 16)
• Page views (last 30 days): +1 per 3 pages (max 8)
• Dwell time > 60s: +3
• Returning visitor (≥ 3 sessions): +5
• UTM campaign: +2

Note: This category is only evaluated with tracking consent.

3. Profile Completeness (max 15 points)

• Email: +4, Name: +3, Phone: +2
• Company linked: +4
• Type (lead/customer): +2

4. Ticket Engagement (max 15 points)

• Ticket created: +4 (max 8)
• Open ticket: +3
• High priority: +4

5. Recency (max 15 points)

• < 24h: +15, < 3 days: +10, < 7 days: +5
• < 30 days: +2, > 90 days: -5

Company Score

The company score is calculated from the linked contacts:

• 40% Best contact score
• 30% Average top 3 contacts
• 15% Company size bonus
• 15% Activity breadth (active contacts in the last month)

Configuration

Under Settings → Lead Scoring, you can configure:

• Enable/disable scoring
• Legal basis (consent or legitimate interest)
• High-intent URL patterns
• Score history retention period