CRM
Lead scoring
Rules that give every lead a score from 0 to 100, and decide what counts as hot, warm or cold.
Contents: Who can use it · The screen · Set up scoring · Rule fields · Example · FAQ
Who can use it
Administrators or sales managers with the lead-scoring permission. Needs the Lead scoring plan feature (Pro and Enterprise at the time of writing).
Where: CRM → CRM settings → Lead scoring, or the Scoring button on the Leads page.
The screen
| Section | What it does |
|---|---|
| Scoring on | Master switch |
| Grades | Warm from and Hot from thresholds. Below warm is cold. Hot must be above warm. A colour bar shows the bands |
| Profile fit | Points for who the lead is: Source, Location, Package, Requested from, Email, Phone, Service, Stage, Deal value or a custom field |
| Engagement | Points for what the lead does (see below). Quiet days take points away |
| Add rule | Adds a rule to the section |
| Unsaved changes / Discard | Shown while you have edits. Saving scores every open lead again |
Engagement events: Answered call, Missed call, Long call (longer than a number of seconds), Chat started, Replied by text, Web form submitted, Meeting held, Moved forward a stage, and Inactive (loses points every N days).
A score is kept between 0 and 100. Each rule counts as many times as it happens, up to its limit.
Rule fields
| Field | Meaning |
|---|---|
| Rule is on | Switch a single rule on or off |
| Field, Condition, Value | For profile rules, for example Source equals Referral. Conditions: equals, is not, contains, is filled in, is empty, is at least, is at most |
| Custom field name | When Field is Custom field |
| Points | Points added (or removed) |
| Longer than (s) | For long calls |
| Every (days) | For the Inactive rule |
| At most (times) / At most (periods) | Cap on how often the rule counts |
Set up scoring
- Open Lead scoring and switch Scoring on.
- Set Warm from 40 and Hot from 70.
- Under Profile fit click Add rule: Field Source, equals "Referral", Points 20.
- Add: Field Package, contains "Corporate", Points 15.
- Under Engagement add Answered call 15 points (At most 3 times), Meeting held 25 points and Inactive minus 5 points every 7 days.
- Click save. The message "Lead scoring saved. Leads are being scored again." confirms it.
Then workflows can act when a lead crosses a grade ("A lead's grade changes").
Example scenario
At a Dhaka ISP, referral leads for corporate packages start at 35. An answered call adds 15, a meeting 25: the lead reaches 75 and becomes Hot. A workflow rule assigns hot leads to the senior salesperson and creates a call task.
Troubleshooting and FAQ
Lead score not changing. Check Scoring on is enabled; check the specific rule is on and its limit (At most) was not reached; saving rules re-scores leads in the background, which can take a moment; the score changes when the lead acts or when its details change.
The score keeps dropping. The Inactive rule removes points for quiet periods.
"Hot must be above warm." Raise Hot from or lower Warm from.
I cannot find the menu item. It needs the plan feature and the permission.