Intent Score Overview for Prioritizing Your Highest-Value Leads

Summary

Intent Score turns the listing activity Sierra already tracks into a ranked view of your leads, surfaced automatically in the Top Intent widget on your homepage. This article covers what the score measures, how leads are grouped, and how to build it into your daily routine.

Table of Contents

1. Why This Feature Matters
2. How Intent Score Works
3. Getting Started
4. Best Practices
5. Troubleshooting Common Issues
6. FAQs

Why This Feature Matters

• Some leads are quietly browsing and saving listings right now, ready for a call — and they sit in the same flat list as leads who haven't logged in for months. Without a way to tell them apart, ready leads sometimes wait while a cold one gets the first call.
• Intent Score closes that gap: you open your homepage and the leads worth calling first are already at the top, each with a tier badge (High, Medium, or Low) and a numeric score, like High · 92.
• Less time triaging means more time on the calls that actually move a deal forward.

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How Intent Score Works

What Intent Score Looks At

Intent Score ranks your leads by how likely they are to transact, based on what they're actually doing on your website:

• Saved listings — the strongest signal Intent Score picks up. It means a lead has moved past browsing into shortlisting.
• Repeated views of the same listing — a lead who keeps coming back to one property is showing active, focused interest.
• Any listing view — a single view of any listing establishes a baseline signal that a lead is engaged.

How Leads Are Grouped

The Top Intent widget splits scored leads into two groups: Active in Last 7 Days, for leads with recent listing activity, and Earlier, for leads whose activity falls further back. The freshest activity always floats to the top.

How Often Scores Update

Scores recalculate overnight in a nightly batch. Today's activity shows up in tomorrow's score, not immediately. If a lead saves three listings this afternoon, expect to see the updated score the next morning.

What Intent Score Doesn't Include

Intent Score looks at on-site listing behavior only. Calls, texts, and emails aren't factored into the score, so if you've had a great conversation with a lead, the score won't reflect that and that's expected, not a bug. Think of Intent Score as a strong first signal to layer on top of what you already know about a lead, not a replacement for your own judgment.

Leads who don't browse listings, such as sphere or referral contacts, won't have a score. That's because there's no on-site activity to measure, not because they're low intent.

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Getting Started

There's nothing to set up. If your account is eligible for Intent Score, the Top Intent widget appears automatically on your homepage as soon as you have leads with recent listing activity.

1. Log in and look at your homepage. The Top Intent widget sits above your standard dashboard view.
2. Review the leads grouped under Active in Last 7 Days first. These are your freshest signals.
3. Click any lead to open their detail page, where the same tier badge and score appear next to their name and status.
4. On the lead detail page, review their Properties section to see the specific listings driving their score. For more on working leads from this page, see Using the Lead Detail Page to Drive Conversions.

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Best Practices

• Start your day with the Top Intent widget before opening your full lead list. Calling the Active in Last 7 Days group first means you're reaching leads while their interest is fresh, which directly improves your odds of a live conversation instead of voicemail.
• When a lead scores High, act the same day. For a full response plan and a call script you can adapt, see [Intent Score Follow-Up Plan and Call Script for High-Intent Leads] 
• Don't treat a blank score as a dead lead. No score means no recent on-site activity, not low interest. Sphere, referral, and past-client leads often fall here simply because they don't browse listings the same way.
• Use the feedback signal when a score feels off. If you know a lead well and the score doesn't match your read, flag it. That feedback trains future versions of the model. It won't change what's on screen and won't be visible to teammates.
• Recheck the widget daily, not just on Mondays. Since scores update nightly, a lead's status can shift day to day. Building it into your morning routine catches momentum while it's still warm.

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Troubleshooting Common Issues

• A lead has no Intent Score.
  No score means the lead has no recent on-site listing activity to measure which is common for sphere, referral, and past-client contacts. It doesn't indicate low interest.
• A lead was active on your site today, but their score hasn't changed.
  Scores recalculate overnight in a nightly batch. Today's activity will be reflected in tomorrow's score.
• You don't see the Top Intent widget on your homepage.
  The widget only appears on eligible accounts with leads that have recent listing activity. If your account is eligible and you have active leads but still don't see it, contact Sierra Support. 
• A High-scored lead appears under Earlier instead of Active in Last 7 Days.
  Grouping reflects recency, not score strength. A High score under Earlier means the activity that earned the score happened more than seven days ago — treat it as a warm re-engagement opportunity.

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FAQs

• Does Intent Score require any setup?
  No. If your account is eligible, the Top Intent widget appears automatically once you have leads with recent listing activity.
• Do calls, texts, or emails affect a lead's score?
  No. Intent Score measures on-site listing behavior only. Your conversations with a lead aren't factored in, so use the score alongside your own judgment, not instead of it.
• Can my leads see their own score?
  No, this is for internal view only. 
• Will flagging a score I disagree with change what I see?
  No. Feedback trains future versions of the model but it won't change the score on screen and isn't visible to teammates.

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