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Intent Score Follow-Up Plan and Call Script for High-Intent Leads

Sierra Interactive Intent Score tells you who's ready. This guide tells you exactly what to do next.

Table of Contents

  1. Why Speed Matters
  2. Before You Begin
  3. Step-by-Step Instructions
    1. Respond to a High-Intent Lead
    2. Build a Manual Action Plan Around Intent Score
    3. Use the Call Script
  4. Best Practices
  5. Troubleshooting Common Issues
  6. FAQs

Why Speed Matters

  • A High score means a lead has been actively saving or repeatedly viewing listings. Real behavior, not a guess.
  • Because scores update in an overnight batch, the activity behind a High badge may already be a day old by the time you see it. Waiting longer gives that interest time to cool or shift to another agent, another site, or another listing entirely.
  • Treat a High score as a same-day call, not a someday call.

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Before You Begin

  • Intent Score must be active on your account. If you're new to the feature or don't see the Top Intent widget on your homepage, start with [Intent Score and the Top Intent Widget for Daily Lead Prioritization] ⚠️⚠️
  • Familiarize yourself with the lead detail page, where you'll find the Properties section used for call prep. See Using the Lead Detail Page to Drive Conversions.

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Step-by-Step Instructions

Respond to a High-Intent Lead

  1. Check the Top Intent widget first thing, before anything else on your homepage. Leads grouped under Active in Last 7 Days are your most time-sensitive calls.
  2. Open the lead's detail page and review their Properties section. This shows you exactly which listings they've saved or revisited, so your call has a specific, relevant reason behind it instead of a generic "just checking in."
  3. Call. Don't lead with email or text. A live call gets you real-time answers about timeline, motivation, and financing that a written message won't surface as quickly. To call directly from the detail page, see Lead Quick-Call: Call Your Leads Faster from the Lead Detail Page.
  4. If you reach them, ask about the specific listings driving their score. This is where the call script below helps.
  5. If you don't reach them, follow up with a text or email referencing the specific property, then try the call again later the same day. A message tied to a listing they actually viewed performs better than a generic touch.
  6. Log the outcome and set your next touch before moving to the next lead. A High score that goes unanswered today is easy to lose track of tomorrow.

Build a Manual Action Plan Around Intent Score

⚠️ Intent Score doesn't automatically trigger an Action Plan. What it gives you is a faster, better-informed starting point for one you build yourself. For how Action Plans work in Sierra, see Maximize Lead Engagement with Traditional Action Plans.

Day 1: Immediate Outreach

  1. Call within the same business day the High score appears.
  2. Reference the specific saved or repeatedly viewed listing.
  3. Goal: get them on the phone, confirm interest and timeline.

Day 1–2: If No Answer

  1. Send a text or email tied to the specific listing, not a generic template.
  2. Try the call again at a different time of day.

Day 3–5: Reinforce Value

  1. Share one or two comparable listings based on what they've been viewing.
  2. Offer something concrete, like a private showing or a market update for that specific area.

Ongoing: Watch for a Score Change

If the lead's score drops from High into Medium or Low, or moves from Active in Last 7 Days into Earlier, that's a signal their engagement is cooling. Consider a re-engagement touch before they go quiet entirely.

Use the Call Script

This script is a starting point. Adjust it for your own voice and the specific listing involved.

Opening "Hi [Lead Name], this is [Your Name] with [Brokerage]. I noticed you've been looking at [specific address or listing], and I wanted to reach out directly rather than let you keep browsing on your own. Do you have a couple of minutes?"
Discovery

"What stood out to you about that property?"

"Are you looking in that specific area, or is that one of a few neighborhoods you're considering?"

"Where are you in the process — just getting a feel for the market, or are you actively working toward a move?"
If They're Early-Stage "That's helpful to know. A lot of people start exactly where you are, just watching listings to get a feel for what's out there. Would it be useful if I sent you a couple of similar properties to what you've been looking at, so you can keep comparing without having to search on your own?"
If They're Ready to Move "Given what you're telling me, I'd love to set up a time to see [listing] in person, or if that one's already gone, I can pull two or three similar options that match what you've been drawn to. What's your availability like this week?"
Closing "I'll follow up with [next step — showing time, comparable listings, etc.]. In the meantime, feel free to reach out directly if anything changes or you have questions."

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Best Practices

  • Keep the opening specific. Referencing the exact listing a lead viewed is what separates this call from a cold one, and it's the single biggest reason this outreach outperforms a generic check-in. The Properties section on the lead detail page is your call prep so review it before every dial.
  • Don't mention the score itself on the call. Lead with the behavior you're responding to ("I noticed you've been looking at...") rather than "you scored High," which can feel impersonal or surveillance-like.
  • Match your urgency to the grouping, not just the badge color. A High score in Active in Last 7 Days is your same-day call. A High score sitting in Earlier still matters, but treat it as a warm re-engagement rather than a red-hot lead.
  • Close every call with a concrete next step. Whether it's a showing, a follow-up list of listings, or a scheduled check-in, an open-ended "I'll be in touch" lets a hot lead cool back down.

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Troubleshooting Common Issues

  • You can't reach a High-intent lead by phone.
    Send a text or email that references the specific listing they saved or viewed, then try the call again later the same day. A property-specific message outperforms a generic touch.
  • A lead's score dropped from High to Medium or Low before you made contact.
    Their engagement is cooling. Shift from a same-day sales call to a re-engagement touch and send a comparable listing or market update for the area they were browsing before they go quiet entirely.
  • A High-scored lead sits under Earlier rather than Active in Last 7 Days.
    The activity behind the score is more than seven days old. Treat the outreach as a warm re-engagement, not a red-hot same-day call.

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FAQs

  • Can Intent Score trigger an Action Plan automatically?
    No. Intent Score doesn't trigger Action Plans so use the manual structure in this article as your starting point.
  • Should I tell the lead about their score?
    No. Lead with the behavior you're responding to ("I noticed you've been looking at...") rather than the score itself, which can feel impersonal or surveillance-like.
  • How current is the activity behind a High score?
    Scores update overnight, so the activity behind a badge may be up to a day old.

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