Lead scoring
New, Warm, Hot, Converted and Customer — what each status means, how the agent assigns it, and the one step you set yourself.
Every contact carries a status that reflects how close they are to buying. The agent assigns it as the conversation develops, so the list sorts itself.
The lead lifecycle
| Stage | What it means | How it is set |
|---|---|---|
| New | First contact. Purchase intent is not yet established. | Automatic |
| Warm | The contact is interested in a product and asking questions. | Automatic |
| Hot | Strong purchase intent — price asked, availability checked, hesitating on the last step. | Automatic |
| Converted | The contact placed an order. | Automatic |
| Customer | An established customer of your store. | Manual |
Use the statuses
The statuses are most useful as a work queue and as campaign targeting:
- Hot is your daily worklist. These contacts need one nudge.
- Warm is who to include in a promotion — they are interested but not committed.
- Customer is who you can address differently, because they have already bought from you.
You can also adjust a status and add tags such as vip, wholesale or loyal from the contact record beside a conversation. Those tags are what you target in campaigns.
FAQ and troubleshooting
A contact is stuck on New
New means the agent has not yet seen a signal of purchase intent. A greeting and nothing else stays New. The status moves as soon as the customer asks about a product.
Can I override a status the agent set?
Yes. Adjust it from the contact record in the inbox. The agent keeps updating the automatic stages, but Customer stays where you put it.
Why is Customer not automatic?
Because "placed one order" and "is one of our customers" are different judgements, and only you can make the second one.
What's next?
Turn Hot leads that went quiet back into orders.