5.8 Contact Potential (Lead Scoring)

What This Feature Does #

Contact Potential automatically scores each contact’s engagement and responsiveness and assigns a tier — Hot, Warm, Cold, or Pending — so you can prioritize outreach toward the contacts most likely to respond.

When to Use #

• Use to decide which contacts to follow up with first.
• Use to filter your contact list down to your most engaged leads before a campaign or outreach push.
• Do not treat a Cold or Pending tier as a reason to ignore a contact — it only reflects tracked engagement so far, not overall importance.

Prerequisites #

• A plan that includes contact potential analysis (check your plan’s feature list, or ask your CompanyAdmin).
• The contact needs some tracked engagement history (email or WhatsApp activity) before a meaningful score can be calculated.

What You See #

On the Contact Profile page, a Potential card shows:

• A tier icon: fire (Hot), thermometer (Warm), snowflake (Cold), or hourglass (Pending).
• A score out of 100, with a trend arrow showing the change since the last calculation.
• The top signals driving the score.
• Four sub-scores: engagement, responsiveness, recency, and reachability quality.
• Details: email open/click rates, WhatsApp read/reply rates, average reply time, days since last activity, and total interactions.

On the All Contacts list, a Potential column shows each contact’s tier and score, with a filter dropdown: All, Hot, Warm, Cold, or "Pending (not yet analyzed)".

Tier Meanings #

Smarter Analysis (AI) #

When your plan’s AI assistant is set up, Contact Potential also reads what actually happened in the conversation, not just the counters:

• Automated replies count for less. If a marketing broadcast triggers an out-of-office or "do not reply" auto-response, that is no longer treated as the contact showing interest. The Potential card shows what share of campaign replies looked automated.
• Your notes are used. The analyzer reads the notes you keep on a contact and factors them into the score. It also writes back the useful facts it finds in the conversation (role, budget, timeline, product interest) as new notes marked with an AI badge — so the next analysis is faster and you can see what it picked up. If you delete an AI note, it will not come back.
• Follow-up requests are actioned. If a contact asks to be contacted again at a later time ("call me next week"), the analyzer raises their potential and creates a follow-up reminder for the contact’s owner at that time, in the owner’s timezone. If the contact has no owner, everyone with access to the contact is notified instead.
• WhatsApp forms count. A contact who opens a form they were sent scores higher than one who ignored it. Completing a form scores highest. The Potential card names the form in its reasons, for example "Completed Conference RSVP on WhatsApp".

To keep costs predictable, the AI review runs only for contacts with genuinely new conversation activity, and at most once a week for everyone else.

Recalculate a Contact’s Score #

1. Open the contact’s Profile page.
2. On the Potential card, click Recalculate Now (visible to CompanyAdmin or users with edit permission).
3. The score refreshes immediately (a full AI review is included in a manual recalculation).

Note: This is rate-limited to once per hour per contact. Application also recalculates scores automatically in the background on a regular schedule, so manual recalculation is rarely needed.

Errors, Messages, and Common Fixes #

Best Practices #

• Use the Potential filter on the All Contacts list to build a quick outreach list of your Hot and Warm contacts.
• Don’t over-rely on manual Recalculate Now — scores refresh automatically as new activity comes in.