Re-tour indicates buying intent
Scenario: A family schedules a second visit after the first tour.
System behavior: Re-tour scheduled boosts score and appears in the assigned agent’s brief.
Result: Agent prioritizes the lead before the re-tour.
Sales priority radar
Lead Scoring + Re-Tour KPI
Lead Scoring turns activity, engagement, intent, urgency, source quality, survey feedback, and re-tour behavior into a clear priority signal so teams know who to contact first.
Hot / Warm / ColdScore reasoningRe-tour KPITrend alerts
1. Feature Overview
Without scoring, all leads can look equal in a table. The scoring layer turns the lead list into a prioritized pipeline by calculating a numeric score and explaining why the score changed.
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Hot Lead
Re-tour scheduled + pricing inquiry + SMS reply + high-quality referral source.
2. Re-Tour KPI
A re-tour is a second visit and should be treated as a high-intent signal. It should not be buried inside generic appointments.
- Track re-tour scheduled.
- Track re-tour completed.
- Track re-tour count.
- Display re-tour status on guest card.
- Boost lead score when re-tour is scheduled or completed.
- Surface re-tour opportunities in Morning/Afternoon Brief, Executive Dashboard, and Prompt Reports.
Example score impact:
+25 Re-tour scheduled
+30 Re-tour completed
+10 Re-tour completed within 7 days of first tour3. Scoring Workflow
flowchart TD
A[CRM Event] --> B{Event Type}
B -->|Inbound SMS/Email| C[Engagement Signal]
B -->|Tour / Re-Tour| D[Visit Intent Signal]
B -->|Pricing / Urgency Intent| E[AI Intent Signal]
B -->|No Activity| F[Decay Signal]
B -->|Survey Feedback| G[Feedback Signal]
C --> H[Weighted Score Engine]
D --> H
E --> H
F --> H
G --> H
H --> I[Score 0-100]
I --> J[Hot / Warm / Cold]
J --> K[Prospect List + Guest Card]
J --> L[Morning/Afternoon Brief]
J --> M[Executive Dashboard]
4. Scoring Signals
| Signal | Example | Impact |
|---|---|---|
| Tour request | “Can I visit tomorrow?” | High positive |
| Re-tour scheduled | Second visit booked | Very high positive |
| Re-tour completed | Second visit completed | Very high positive |
| Pricing inquiry | Asks monthly cost | Medium/high positive |
| Urgency | Hospital discharge / immediate need | High positive + alert |
| Inbound engagement | Replies to SMS/email | Positive |
| Negative survey feedback | Low rating after tour | Escalation signal |
| No activity | No response for days | Decay / cooling |
5. UX Expectations
Prospect list
Show score, Hot/Warm/Cold badge, trend arrow, and sorting/filtering by score.
Guest card
Show score history, reasons, last score change, and recommended next action.
Brief
Highlight leads that became hot, re-tour opportunities, and leads cooling down.
Dashboard
Aggregate hot pipeline, score movement, re-tour pipeline, and at-risk leads.
6. User Cases
Silent shopper becomes active
Scenario: A lead has been quiet but replies to an old SMS and asks about pricing.
System behavior: Engagement and pricing intent increase score.
Result: Lead moves to Hot and appears at the top of the pipeline.
Lead cooling down
Scenario: A previously hot lead has no activity for several days.
System behavior: Score decays and a recovery task is suggested.
Result: Agent is warned before the opportunity disappears.
7. Acceptance Criteria
- Lead score is calculated from CRM events and AI intent signals.
- Hot/Warm/Cold label is visible on prospect list and guest card.
- Score reasons are visible to users.
- Re-tour scheduled/completed is tracked and included in scoring.
- Score changes trigger alerts where configured.
- Morning/Afternoon Brief can surface score-based priorities.
- Executive Dashboard can aggregate score and re-tour metrics.