Lead scoring and qualification rules — finding the hot leads in the pile
Configure Voxinly to rank every conversation by likelihood of becoming a booked job. Hot leads jump to the top of your dashboard so the right ones get called back first.
If you get five enquiries in an evening, the right one to ring first isn't the first one in. It's the hottest one — the customer who's already said where they are, what they need, when they want it, and that they've understood your price range. That customer is 4-5x more likely to become a booked job than the customer who said 'how much for a kitchen?' and disappeared.
Lead scoring solves the triage problem. Voxinly tags every conversation with a score so you know — without re-reading every chat — who to call first.
The six signals
Voxinly scores a conversation by looking at six signals. Each contributes points up to a maximum total of 100.
| Signal | Default weight | What it measures |
|---|---|---|
| Job specificity | 20 | Did the customer describe the job in concrete terms (model, brand, symptoms)? |
| Postcode in patch | 20 | Is the customer inside your primary or outer zone? |
| Urgency expressed | 15 | Did the customer use urgency words ('today', 'no heat', 'this week')? |
| Contact details shared | 15 | Did they share a phone number, WhatsApp, or email? |
| Price range engaged | 15 | Did they react positively to your indicative pricing? |
| Conversation depth | 15 | How many back-and-forths before they left the chat? |
Step 1 — Review the default weights
Open /admin/chatbot → Lead scoring
You'll see each of the six signals with a slider weight (0-30). The defaults work for most trades. Glance through and only adjust if your trade is unusual.
Step 2 — Adjust for your trade
Different trades weight differently. Some patterns we see:
| Trade | Boost | Reduce |
|---|---|---|
| Plumber (emergency) | Urgency +5 | Conversation depth -5 |
| Joiner (planned work) | Conversation depth +10 | Urgency -10 |
| Sparky (commercial) | Job specificity +10 | Urgency -5 |
| Roofer (insurance) | Contact details +10 | Postcode -5 (they'll travel) |
| Bathroom installer | Conversation depth +10, Price engaged +5 | Urgency -10 |
Step 3 — How the score shows up
View scored leads in /admin/customers
Every conversation gets a score badge: green (75-100, hot), amber (40-74, warm), grey (0-39, cool). Sort by score-descending to see the hottest ones first. Filter by green to focus on what matters.
Step 4 — Set a hot-lead notification
Enable SMS or push for 75+
In /admin/notifications, tick 'Notify on hot leads' and choose SMS, push, or email. When a conversation crosses 75, you get a ping. Most tradesmen set this to SMS — it cuts response time on the hottest leads from hours to minutes.
Step 5 — Auto-actions on hot leads
On Growth and Pro plans, you can attach automatic actions to hot-lead detection: send the customer an immediate WhatsApp opener, schedule a Cal.com booking link, add to your CRM with priority flag. Set these up in /admin/automations.
Step 6 — Review and refine
After a month, look at the conversations you actually booked vs the scores they had. If you're booking lots of 'amber' leads but rarely 'hot' ones, your weights are wrong. The Lead scoring page shows a calibration chart — drag the weight sliders until your hot leads correspond to the ones you actually win.
FAQ
Does the score affect what the chatbot says to the customer?
No. Scoring is for you, not the customer. The customer experience is identical regardless of score.
What if a customer scores low but is still a good lead?
Trust your instinct — score is a triage tool, not a verdict. Always glance through the warm and cool leads if you have time.
Can I score post-booking — was this a good customer?
Yes — there's a separate post-job customer score in /admin/customers → Customer profile, which feeds into a future 'repeat business' nudge feature on the roadmap.
Does the score reset if the customer comes back?
No — returning customers carry their historical score and get +10 for being a returning visitor (which usually pushes them into hot territory immediately).