Lead Scoring and Engagement Scoring
Lead Scoring & Engagement Scoring
Velaro's lead scoring system automatically assigns a score (0–100) to contacts and visitors based on their behavior, conversation history, and CRM data. Agents see the score in the contact panel so they can prioritize high-value conversations.
How Scores Are Calculated
The score is computed in real time from a weighted combination of signals:
| Signal | Weight | Notes |
|---|---|---|
| Pages visited | Medium | Pricing page, case studies, and docs weighted higher |
| Repeat visits | High | Same contact returning multiple days |
| Conversation count | High | Multiple conversations signals active interest |
| Time on site | Low | Current session duration |
| CRM stage | High | Synced from HubSpot, Salesforce, Dynamics 365, Pipedrive |
| Buying signal keywords | High | Detected in conversation text (e.g., "pricing", "demo", "contract") |
| Survey responses | Medium | CSAT scores and pre-chat field values |
Configuring Lead Score Rules
- Go to Settings → Lead Scoring.
- Adjust the weight slider for each signal category.
- Add custom keyword rules — specify words that, when detected in a conversation, boost or reduce the score.
- Set decay rules — how quickly scores fall if there is no engagement (default: 10 points per 30 days).
- Click Save & Recalculate to apply changes to existing contacts.
Viewing Lead Scores
Lead scores appear in three places:
- Agent workspace sidebar — score badge next to the visitor name during a live conversation.
- Visitor Monitor — sortable column in the real-time visitor list so agents can prioritize who to proactively engage.
- CRM panel — score synced back to HubSpot, Salesforce, or Dynamics 365 as a contact property (requires the CRM integration).
Score-Based Routing
Use lead scores in routing rules to route high-value contacts to senior agents or specialist teams. In Routing Rules → Add Condition, select Lead Score as the condition type and set a threshold (e.g., score ≥ 70 → route to Sales Team).
Score-Based Proactive Engagement
Trigger a proactive chat invitation when a visitor's score crosses a threshold. In Proactive Engagement → Add Rule, set the trigger condition to Lead Score ≥ N combined with a page condition. This ensures high-intent visitors get a timely invitation before leaving.
Resetting or Overriding a Score
Agents and admins can manually override a score by opening the contact record and clicking the score badge. Enter a new value and select a reason. Manual overrides are logged in the contact's activity history.
Was this article helpful?