Lead Scoring
Lead Scoring helps you figure out which visitors deserve your attention most. Instead of guessing who is interested, the system automatically tracks what visitors do on your website and assigns points for actions that signal intent. The more meaningful actions a visitor takes, the higher their score -- and the more likely they are to become a customer.
How Scores Are Calculated
Every visitor starts at zero. As they interact with your website, specific actions earn them points. The more high-intent actions they take, the faster their score climbs.
Score Actions
The scoring factors are grouped into three categories. Every factor listed here has a real, live trigger — the description states exactly what earns the points:
Contact Information
| Factor | Trigger |
|---|---|
| Shared Phone Number | The visitor shared a phone number during a chat conversation. |
| Shared Email | The visitor shared an email address during a chat conversation. |
User Behavior
| Factor | Trigger |
|---|---|
| Returned Visitor | The visitor came back to your site after a previous visit. |
| Pages Visited Exceeded | The visitor viewed at least the number of pages set in the threshold. |
| Frequent Return Visits | An identified visitor returned 3 or more times within 7 days. |
| Deeply Engaged Session | A session with 3+ minutes of genuinely active time, or a scroll through 90% of a page. |
| Buying-Motion Page Path | Two or more visits within one session to high-intent pages such as pricing, demo, checkout, or contact. |
| Form Started, Not Finished | The visitor started filling in a form but left without submitting it. |
| Form Submitted | The visitor completed and submitted a form on your site. |
Communication
| Factor | Trigger |
|---|---|
| Call Auto Connect Accepted | The visitor accepted an automatically triggered call invitation. |
| Chat Auto Connect Accepted | The visitor accepted an automatically triggered chat invitation. |
Each action adds to the visitor's cumulative score. A visitor who shares their email, follows a buying-motion page path, and returns the next day will score far higher than someone who viewed a single page.
Configuring the Weights
Each factor's point weight is configurable from the leads configuration screen. Every category header shows how much of the total is allocated to it, and a "Fully allocated" indicator confirms your weights add up to 100. If you save an under-allocated configuration, a confirmation warns you that no lead can reach a score above your allocated total.
Score Levels
Based on the total points a visitor has accumulated, they are placed into one of four levels:
| Level | Score Range | What It Means |
|---|---|---|
| Low | 0 -- 20 | The visitor has shown minimal engagement. They may have just arrived or browsed casually. |
| Medium | 21 -- 50 | The visitor has taken a few meaningful actions. They are showing interest but have not committed strongly yet. |
| High | 51 -- 99 | The visitor is actively engaged and has taken multiple high-intent actions. They are a strong candidate for outreach. |
| Very High | 100+ | The visitor has taken many high-value actions. This is someone who is very likely ready to buy or convert. |
Visual Indicators
Lead scores are displayed throughout Knock Knock with visual badges so you can spot high-value visitors at a glance:
Badge Colors
Each score level has its own badge color:
- Low -- A neutral or grey badge.
- Medium -- A yellow or amber badge.
- High -- An orange badge.
- Very High -- A red badge that stands out immediately.
Fire Icon for Hot Leads
Visitors who reach the Very High level also get a fire icon next to their score. This makes them impossible to miss in any list -- whether you are looking at Live Sessions, the Dashboard Hot Leads tab, or the Leads section.
When you see a fire icon next to a visitor's name, that is your signal to act. This visitor has shown more intent than almost anyone else on your site. If they are currently online, consider starting a chat or call immediately.
Where You Will See Lead Scores
Lead scores appear across many parts of Knock Knock:
- Live Sessions -- Each active visitor shows their current score, helping you decide who to engage with.
- Dashboard Hot Leads -- A ranked list of your highest-scoring visitors.
- Recorded Sessions -- Session recordings include the visitor's score at the time of recording.
- AI Chat Leads and AI Call Leads -- Lead profiles show the visitor's score alongside their contact information.
- Chats -- The visitor's score is visible in the chat view.
Practical Tips for Using Lead Scores
Prioritize your outreach
When you have limited time, sort by lead score and work from the top down. A Very High lead who is online right now should always get attention before a Low lead who visited yesterday.
Combine score with context
A high score tells you someone is interested, but reviewing their session recording or chat transcript tells you what they are interested in. Use both to personalize your outreach.
Watch for score changes
A visitor's score can increase during a single session. If someone starts at Medium and quickly jumps to High while browsing your site, that is a real-time buying signal worth acting on.
Lead scores are a guide, not a guarantee. A visitor with a Low score might still be a perfect customer -- they may just be early in their research. Use scores to prioritize, but do not ignore lower-scoring visitors entirely.
Related Pages
- Leads Overview -- See all lead sources and management options.
- Hot Leads on Dashboard -- View your top-scoring visitors on the Dashboard.
- Live Sessions -- See lead scores for currently active visitors.