Skip to main content

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​

Here are the actions that earn points:

ActionWhat It Means
Shared emailThe visitor provided their email address during a chat or call
Shared phoneThe visitor provided their phone number
Returned visitorThe visitor has come back to your website more than once
Booked a meetingThe visitor scheduled a meeting through your calendar integration
Visited high-intent pageThe visitor viewed a page that typically indicates buying intent, such as a pricing page, demo page, or contact page
Accepted auto-connect callThe visitor accepted an automatic voice or video call prompt
Accepted auto-connect chatThe visitor responded to an automatic chat prompt
Product searchedThe visitor used your site's search to look for specific products or services
Pages visited thresholdThe visitor viewed a significant number of pages in a single session, indicating active exploration
note

Each action adds to the visitor's cumulative score. A visitor who shares their email, visits a pricing page, and returns the next day will have a much higher score than someone who only viewed a single page.

Score Levels​

Based on the total points a visitor has accumulated, they are placed into one of four levels:

LevelScore RangeWhat It Means
Low0 -- 20The visitor has shown minimal engagement. They may have just arrived or browsed casually.
Medium21 -- 50The visitor has taken a few meaningful actions. They are showing interest but have not committed strongly yet.
High51 -- 99The visitor is actively engaged and has taken multiple high-intent actions. They are a strong candidate for outreach.
Very High100+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.

tip

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.

warning

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.