Each chat lead is scored from 0 to 100 based on the intent signals detected in the conversation. The score is computed once per lead and does not change.
Score tiers
- Hot (70+) — asked to book, mentioned an emergency, or asked for a human. Email subject is prefixed
[Hot Lead!]. - Warm (40–69) — asked about pricing, services, or specific procedures.
- Cold (<40) — general informational questions.
Intent flags
- Booking — visitor asked to book an appointment, schedule a call, or arrange a visit.
- Pricing — visitor asked how much something costs.
- Emergency — visitor used language indicating urgency or an active issue.
- Human — visitor explicitly asked to speak to a person.
Acting on hot leads
Hot leads typically convert if contacted within an hour. The chat tells the visitor you will reach out, so the expectation is set on your side to follow through.