Record Scoring

Each contact and each company carries a score from 0 to 100. It does not come from artificial intelligence: it is calculated by readable rules, which you set in Admin Center → Organization → Record Scoring, and its details are displayed on the record, line by line. It does not cost any credit.

Three Categories of Points

• Profile: points when the record contains information — email, phone, mobile, position, company affiliation, website, address, legal information, LinkedIn, client space connection.
• Values: points according to the source (web form, chat, appointment, call, recommendation…), the lifecycle stage, the lead status, and the role (client, partner, prospect, supplier). Negative points exist: a "no potential" lead or a supplier lowers the score.
• Engagement: points for each contact interaction — form submitted, call, appointment made (or canceled), opportunity created, won or lost, ticket, campaign open and click, unsubscribe, invalid address… Each rule has a cap: ten forms are not worth ten times more than one.

The total is capped between 0 and 100 and receives a tier: cold, warm, hot, very hot. The tier boundaries can also be adjusted.

A Record Without Interaction Remains at Zero

Creating a record is not a signal: a record entered, imported, or synchronized remains at 0 as long as the contact has not interacted (form, call, appointment, message, opportunity…). Therefore, importing a thousand contacts does not create a thousand scores or summaries. If you prefer to also score the profile of records without interaction, enable Score records without interaction in the settings.

Similarly, the intelligent summary of a record is only generated from its first interaction.

The Half-Life

Engagement points lose half their value after a duration you choose (90 days by default): a form submitted a year ago weighs almost nothing, an appointment made yesterday weighs fully. Profile and value points do not decay.

When Is the Score Recalculated?

• With each contact interaction.
• With each record modification (profile, source, stage, status, role).
• Daily, for decay.
• When you save the setting or click Recalculate all scores.

Reading the Details of a Score

On the record, the Lead Score card displays the total, the tier, and — when hovering over the information icon — each line that makes up the score, with the number of interactions considered.

A Score That Cannot Be Manually Modified

The score is not an input field: a score that could be changed manually would no longer make any sense. It only comes from the rules. To change it, change the record — an interaction, a stage, a status, a role — or adjust the rules.

tip

The score feeds the campaign recipient suggestion and segment filters: a setting that truly reflects your way of selling makes these tools much more accurate.