Every WhatsApp, Instagram, Messenger and web chat conversation feeds a 0 to 100 lead score, a stage and a ranked list of interests, so follow-up starts with the people who asked about price.
Nobody at the front desk has to tag anything. Each conversation already gets topics from your own list, an intent (sales, inquiry, complaint, informational or support) and a sentiment, and the score is plain arithmetic over those tags. When Ashley K. asks Cedar Grove Dental what in-office whitening costs, that sales question counts in full.
The Lead card lists each topic a contact has raised, grouped as High intent, Considering or Just browsing, with a chat count beside the stronger ones. Ashley shows High intent for Teeth whitening across three chats and Considering for Invisalign from one, so whoever follows up knows to lead with whitening.
When someone taps a Cedar Grove Click-to-WhatsApp ad and starts a new conversation, the ad referral Meta sends is stored on the contact, and the first one is kept for good. The Lead card says From ad. Combine the Came from an ad segment filter with Interested in: Teeth whitening, and the live count shows how many ad contacts went on to show real whitening interest.
Scoring runs on its own. The manual parts are building a segment, choosing what to send and marking who actually booked.
Each conversation gets topics from your topic list in Settings, plus an intent and a sentiment. Keep topics as specific as what you sell: Teeth whitening and Invisalign score usefully, while one broad Treatments topic would lump everyone together. Topics the AI notices that aren't on your list wait in a suggestions queue for approval.
For every topic, a sales question counts in full, an inquiry 70 percent and a support question 30 percent. Positive chats count a little more, frustrated or angry ones a little less, and a conversation's weight halves every 30 days, so last week's Invisalign question outweighs one from spring.
The strongest interest makes up half of the 0 to 100 score. The number of topics, the number of conversations and how recently they wrote fill the rest. A score of 60 or more, a High intent interest or a sales question in the last 30 days makes the contact Qualified.
In Segments, start from the Hot leads preset (score 60 to 100), add Interested in: Teeth whitening, and use that segment as the audience for a WhatsApp broadcast. When Ashley books, a teammate clicks Mark converted on her Lead card, so she drops out of the Qualified, not converted preset and stays Converted even if she writes again.
These are the scoring defaults behind every Lead card. Interests come from the topics in Settings > Topics.
Lead scoring rates each contact from 0 to 100 using the tags on their conversations. Half the score comes from their strongest interest, where a sales question counts more than a support question. The rest reflects how many topics they raised, how many conversations they had and how recently they wrote. A sales question in the last 30 days lifts the score to at least 60.
Book a demo and we'll walk through the Lead card, the scoring behind it and a Hot leads broadcast, using the kinds of questions your customers send.
