HeatScore and Nudge for Lead Scoring and Telegram Follow-Ups

Most chat sales aren't lost with a "no". They're lost with silence. Someone asks the price, gets an answer, and disappears. Maybe they got busy. Maybe their data ran out. Maybe they were waiting for payday.

The businesses that win in chat commerce do two things well: they know which leads deserve attention right now, and they follow up without being annoying. In Replyvoo, that's HeatScore and Nudge.

What HeatScore does

HeatScore reads each conversation and labels the lead:

• Hot. Clear buying intent. Asked about payment, delivery to their address, specific sizes or quantities. Ready or nearly ready.
• Warm. Interested but not committed. Asking about products, comparing options, asking "what's the difference between…".
• Cold. Low intent so far. A greeting, a vague question, or a long silence.

Alongside the score, each lead moves through stages:

New → Qualified → Checkout → Won

• New: just started chatting
• Qualified: a real buyer with a real need you can meet
• Checkout: a payment link has been sent or an order is being placed
• Won: paid

You don't have to update any of this manually. Your Closers move leads as conversations progress, and you can override any stage yourself.

Why scoring matters

Your time is the scarcest thing in the business. Without scoring, you either reply to everyone personally (and burn out) or reply to no one personally (and miss big deals).

HeatScore lets you spend human attention where it changes outcomes. A Hot lead stuck at Checkout is worth a personal message. A Cold lead who said "hi" yesterday can be left to the Closer.

Treat leads like a queue at a bank: the person holding cash at the counter gets served first.

Daily HeatScore routine

1. Open Leads.
2. Filter by Hot and stage Checkout. These people were about to pay. Check what stopped them. Often it's a payment problem, a delivery question or a last doubt.
3. Filter by Hot and stage Qualified. Make sure each has received a clear next step: a PayLink, a product recommendation or a question.
4. Glance at Warm. Let Nudge handle most of these.
5. Ignore Cold unless something stands out.

Ten minutes, every morning. That's where you'll find your easiest sales.

What Nudge does

Nudge is a skill you switch on in Agent Studio. When a lead goes quiet, the Closer sends a timely, relevant follow-up in the same chat.

A good nudge:

• References the conversation. "Still thinking about the 50ml serum?" not "Hello, any updates?"
• Removes a barrier. Answers a likely doubt, offers an alternative or makes paying easier.
• Has one clear action. "Want me to send the payment link?"
• Is short. One or two lines.

A bad nudge is generic, pushy or repeated too often.

Setting up Nudge

1. Open the Closer in Agent Studio.
2. Switch on the Nudge skill.
3. In the knowledge base, add guidance for follow-ups. For example:

• "If a customer asked about a product but didn't order, follow up once to ask if they have any questions."
• "If a payment link was sent but not used, follow up once to check if they had trouble paying, and mention other payment options."
• "Never nudge more than twice. Never nudge someone who said no or asked to stop."

1. Test it in Test chat by starting a conversation, stopping, and checking the nudge wording.

Nudges are sent inside the conversation the customer started. They're not cold messages.

Nudge examples by stage

Imagine a hypothetical phone accessories shop in Nairobi.

Warm lead who asked about chargers: "Hi Wanjiru, quick one: did you want the 20W or 35W charger? Happy to help you pick based on your phone 👍"

Hot lead at Checkout who didn't pay: "Hi Brian, your order for the power bank is still waiting. If the card link gave you trouble, I can send M-Pesa details instead."

Lead who said they'll wait until month end: "Hi! Month end is here. The power bank is still in stock at KSh 3,500. Want me to reserve one for you?"

Notice each one has a reason, a benefit and one action.

Winning back cold and lost leads

For people who went cold weeks ago or bought once and never came back, use a dedicated Echo (Win-back Hunter) Closer, or a targeted Blast to a segment. Blasts go only to people who have already messaged your bot, and you can segment by HeatScore or stage. See Blasts that convert without spam.

Mistakes to avoid

• Nudging too soon. A follow-up five minutes after the last message feels needy. Give people time.
• Nudging too often. One or two thoughtful nudges beat five generic ones.
• Ignoring "no". If someone says not interested, stop. Respect builds the kind of brand people come back to.
• Discounting by default. Don't train customers to wait for a discount nudge. Lead with help, not price cuts.
• Not reading why leads stall. Ask Juno: "Why did leads at Checkout not pay this week?" Patterns there often point to a fixable problem, like a missing payment method.

How this connects to speed

HeatScore and Nudge work best when your first reply was fast. A lead you answered in seconds is still warm when the nudge arrives. A lead you answered six hours later has often moved on. Read Speed to lead: why the first reply wins for the full argument.

Measuring results

Watch these in your Command Center and Leads view each week:

• How many leads reach Checkout
• How many Checkout leads become Won
• How many Won leads came after a nudge

If many leads reach Checkout but few pay, look at your payment options and PayLink setup. If few reach Checkout, look at how your Closer handles objections.

Next steps

• Start free on Replyvoo and switch on HeatScore and Nudge
• Write Blasts that convert without spamming
• See which plan fits your volume