---
title: "Read Lead Insights"
description: "Open Contact Info, open Insights, and read the lead score or Not scored yet."
slug: "/features/live-chat/insights"
---

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.

## 1. Open the conversation

On the left menu, click **Live Chat**.

Click the thread.

<figure class="doc-shot-ph shot-01-buka-thread" data-shot="01-buka-thread.png">
  <div class="doc-shot-ph-frame" role="img" aria-label="Conversation open">
    <span class="doc-shot-ph-kicker">Screenshot example</span>
    <strong class="doc-shot-ph-title">Conversation open</strong>
    <span class="doc-shot-ph-hint">Clean UI. No real names, emails, or chats.</span>
  </div>
</figure>

## 2. Open Contact Info

On the right icon strip, click **Contact Info**.

<figure class="doc-shot-ph shot-02-contact-info" data-shot="02-contact-info.png">
  <div class="doc-shot-ph-frame" role="img" aria-label="Contact Info">
    <span class="doc-shot-ph-kicker">Screenshot example</span>
    <strong class="doc-shot-ph-title">Contact Info</strong>
    <span class="doc-shot-ph-hint">Clean UI. No real names, emails, or chats.</span>
  </div>
</figure>

## 3. Open Insights

Click **Insights**.

<figure class="doc-shot-ph shot-03-insights" data-shot="03-insights.png">
  <div class="doc-shot-ph-frame" role="img" aria-label="Insights">
    <span class="doc-shot-ph-kicker">Screenshot example</span>
    <strong class="doc-shot-ph-title">Insights</strong>
    <span class="doc-shot-ph-hint">Clean UI. No real names, emails, or chats.</span>
  </div>
</figure>

## 4. Read the result

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.

<figure class="doc-shot-ph shot-04-skor" data-shot="04-skor.png">
  <div class="doc-shot-ph-frame" role="img" aria-label="Score or Not scored yet">
    <span class="doc-shot-ph-kicker">Screenshot example</span>
    <strong class="doc-shot-ph-title">Score or Not scored yet</strong>
    <span class="doc-shot-ph-hint">Clean UI. No real names, emails, or chats.</span>
  </div>
</figure>

## Make sure it worked

The **Insights** tab opened.

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

## If it didn’t work

### I cannot see Insights

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

### Insights failed to load

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

## Next

After inbox work, turn on a [Default Reply](/features/autoresponder/default-reply).