Read Lead Insights

Open Contact Info, open Insights, and read the lead score or Not scored yet.

In this tutorial, you will open Insights on one conversation and read the lead score.

Time needed: 5 minutes

Before you start

Make sure:

You can open the conversation in Live Chat.
This is not a guest widget-only chat.
Your login includes Lead Insights. If the Insights tab is missing, skip this page.

Insights is for your team. The customer never sees the score.

On the left menu, click Live Chat.

Click the thread.

Screenshot example Conversation open Clean UI. No real names, emails, or chats.

On the right icon strip, click Contact Info.

Screenshot example Contact Info Clean UI. No real names, emails, or chats.

Click Insights.

Screenshot example Insights Clean UI. No real names, emails, or chats.

If scoring has run, read the score and heat (Hot, Warm, or Cold).

If you see Not scored yet, that is also a finished check. Scoring appears after the bot or system has enough chat.

Screenshot example Score or Not scored yet Clean UI. No real names, emails, or chats.

The Insights tab opened.

You can say whether this lead is scored, Not scored yet, or locked.

Your login may not include Lead Insights, or this is a guest chat. Ask the account owner.

Click Try again. If it still fails, refresh Live Chat.

After inbox work, turn on a Default Reply.